Definition: Abandon rate (also called call abandonment rate) is the percentage of inbound calls that disconnect before reaching an agent, usually because the caller hangs up while waiting in queue or during IVR navigation.
Why Is Abandon Rate Important in a Call Center?
Abandon rate is a key indicator of how well your call center is meeting customer demand in real time. A high abandon rate often signals friction in the experience, such as long wait times, confusing menus, poor call routing, or insufficient staffing during peak hours. It can also translate into lost revenue, lower customer satisfaction, and increased repeat contacts.
How to Measure Abandon Rate?
A common formula is:
Abandon Rate (%) = (Number of Abandoned Calls ÷ Total Inbound Calls) × 100
Many teams also track variations like:
- Short abandons: callers who hang up within a few seconds (often misdials)
- Queue abandons: callers who hang up after entering the queue
- IVR abandons: callers who drop during self-service
What Causes a High Abandon Rate?
Typical drivers include:
- Long average speed of answer (ASA)
- Understaffing or poor forecasting
- Inefficient routing to the wrong team or skill group
- Complex or repetitive IVR menus
- High transfer rates and dead ends in self-service
How Can Abandon Rate Be Reduced?
Common ways to reduce abandon rate include:
- Building an Agentic AI workflow on top of your contact center. Like Teneo Enteprise Agentic AI.
- Improving staffing coverage using forecasting and real-time adherence
- Optimizing routing so customers reach the right agent faster
- Reducing IVR friction with clearer prompts and fewer steps
- Offering alternatives like callback, messaging, or self-service completion
- Using automation to handle routine requests without waiting for an agent
Enhancing the Call Center Experience to Reduce Abandon Rate
With Teneo Conversational IVR, call centers can identify intent earlier, route callers more accurately, and resolve simple requests in self-service. This reduces time spent in queues, shortens the path to resolution, and helps lower overall abandon rates while improving the customer experience.