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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. Set realistic improvement goals.
Benchmark Your Metrics Against IndustryStandards How do you know if your contact center metrics are strong? Compare them against industrystandards. Steps to Benchmark Effectively: Research benchmarks for critical metrics like FCR, AHT, and CSAT in your industry. Reducing abandonment by just 5% saves 500 calls.
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