2012 Abandon rate Average Handle Time 
Outsource Consultants
JANUARY 27, 2025
From 2006 to 2012, the industry’s revenue grew by an impressive 46% annually. billion with 900,000 Filipinos working full-time in the sector. Outsourcing to a Philippine call center enabled rapid scalability, resulting in a 40% reduction in average handle time and a 35% increase in positive customer feedback.
pindrop
OCTOBER 12, 2021
Contact Babel research 3 shows that caller abandonment rate i.e. the rate at which calls are not contained in the self-service channel, has been increasing. The abandonment rate has increased from 5.4% in 2012 to 6.1% Reduce Average Handle Time (AHT).
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Reducing Abandonment Rate ( read the success story ). Improving Average Handle Time (AHT).
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