Dr. Jon, Our management team recently went through a brief presentation on Appreciative Inquiry (AI). One of the ideas we thought about was instead of reporting on "abandonment rate", it might be better to report on "answer rate", or percentage of calls answered. Is this common in other contact centers today and are 3% - 4% aband rate, or 97 - 96% answer rates still consistent goals? Thanks very much, Chris Halsey
Grand idea. Abandon rate is a highly variable performance metric and therefore not as common as answer rate expressed in percent of calls answered on the first call.
Thank you for providing your Ask Dr. Jon resource. We are in the health care industry. Would you happen to know the percentage of abandoned calls who call back, and how many times they try to call back? Also what is the average time before abandoning?
In the health care industry, the average time before abandoning is 128 seconds. On average 90% of the callers will call back and if they do not get through, they will try at least three additional times to reach you.
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