Enter the number of abandoned calls and the total number of calls into the calculator to determine the call abandonment rate. This rate is a key performance indicator for call centers and customer service departments.
Call Abandonment Rate Formula
The following formula is used to calculate the call abandonment rate:
CAR = (AC / TC) * 100
Variables:
- CAR is the call abandonment rate (%)
- AC is the number of abandoned calls
- TC is the total number of calls
To calculate the call abandonment rate, divide the number of abandoned calls by the total number of calls and then multiply by 100 to get the percentage.
What is Call Abandonment Rate?
The call abandonment rate is a measure used in call centers to determine the percentage of incoming calls that are abandoned by the caller before speaking to an agent. A high abandonment rate may indicate that callers are waiting too long or that the call center is not staffed adequately to handle the volume of calls. It is an important metric for assessing customer satisfaction and operational efficiency.
How to Calculate Call Abandonment Rate?
The following steps outline how to calculate the Call Abandonment Rate:
- First, determine the number of abandoned calls (AC).
- Next, determine the total number of calls (TC).
- Use the formula from above: CAR = (AC / TC) * 100.
- Finally, calculate the Call Abandonment Rate (CAR) in percentage.
- After inserting the variables and calculating the result, check your answer with the calculator above.
Example Problem:
Use the following variables as an example problem to test your knowledge.
Abandoned Calls (AC) = 15
Total Calls (TC) = 150
