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Average CallAbandonment Rate (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.
Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agentburnout, increasing turnover rates and lowering center performance. Scenario: Over the past quarter, your contact center has seen a 20% spike in incoming calls.
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