Abandonment Rate
Service Operations
Abandonment Rate
Percentage of customers who leave a queue before receiving service.
Examples
- 01The service desk's abandonment rate is 9 %: 9 of every 100 callers hang up before an agent answers.
- 02Supervisors review abandonment rate by hour and see it peaks at 9:00 on Mondays.
- 03When abandonment rate rises above 10 %, the team adds staff during peak hours and offers a call-back option.