Abandon rate Accountability industry standards 
NobelBiz
JANUARY 28, 2025
How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Call Abandonment Rate : Tracks the percentage of calls disconnected before being answered. Lowering this rate shows improvements in efficiency.
Fonolo
FEBRUARY 10, 2016
Abandonment Rate. We’ve chosen 5 popular call center benchmarks: Service Level, Average Speed to Answer, Abandonment Rate, Call Duration (also known as Average Handle Time), and First Call Resolution, to help you determine whether or not your contact center is performing optimally. Abandonment Rate.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Expivia
APRIL 29, 2021
They may need to update an account, send a memo, or request a change. The industry standard for service level is 80/30, where 80% of the calls are answered in 30 seconds or less. If you keep the 80/30 industry standard, this shouldn’t be much more either. Abandonment Rate. Number Contact and Connects.
Fonolo
OCTOBER 19, 2023
This is good call management and call routing – so far, so good – but those customers are going to take more time than things like account balance inquiries and PIN resets. An 80/20 service level might rush agents through these more in-depth problems, and end up lowering your quality of service, and your CSAT ratings.
Calabrio
MARCH 22, 2025
Benchmark against industry standards Don’t operate in a vacuum; compare your contact center’s performance against established industry benchmarks to identify areas where you excel or fall short. Transfer Rate: The percentage of calls transferred to another agent or department.
Balto
NOVEMBER 8, 2022
Average Call Abandonment Rate. The average call abandonment rate (ACAR) indicates the number of customers that abandon calls if they wait on hold for too long. If they have to transfer several times, however, they’re more likely to abandon the line. Call Transfer Rate. Average Time in Queue.
Tenfold - Contact Center Blog
OCTOBER 4, 2017
During these peaks, the Average Speed to Answer (ASA) goes up increasing abandon rate. Reduced Call Abandonment Rates. By lowering the average time spent in the call queue, call centers can reduce call abandonment rates and handle a higher volume of calls. . Good First Call Resolution Rates.
Expert insights. Personalized for you.
52 
Let's personalize your content