What is a good target for call abandonment for a large call center?


Myra’s answer to What is a good target for call abandonment for a large call center?

Call abandonment is extremely tough to forecast and truly, there is no industry standard for acceptable levels of call abandonment. Some industry experts will tell you to aim at 6% or less, while others will tell you that 3% is unacceptable. 

Here’s some research you can benchmark against:

*According to the Help Desk Institute, the median call abandon rate among support call centers is 4%.

*Purdue Research Foundation’s benchmarking study found that participating call centers answered abandoned 5.85%

My advice is to determine what feels right for your business and to also realize that several factors affect caller tolerance.

Customer Service Q & A

Myra Answers YOUR Questions

Myra Golden

Myra looks forward to answering your questions about customer service, contact center management, and customer service training. Please e-mail Myra at info@myragolden.com or tweet her at @myragolden.

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Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.

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