This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
This requires moving beyond outdated metrics like call volume or average handle time and focusing on what really mattersfirst call resolution, customer satisfaction, and long-term trust. CallAbandonmentRate: Keeping Customers Connected High abandonmentrates signal trouble for customer satisfaction and retention.
Average CallAbandonmentRate (ACAR) If calls answered are low and calls blocked or abandoned are high, customer behavior signals frustration. ACAR is a crucial call center metric that measures the percentage of inbound calls dropped before connecting to an agent.
Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). Average CallAbandonmentRate (ACAR) If calls answered are low and calls blocked or abandoned are high, customer behavior signals frustration.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
2025 
52 
Let's personalize your content