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Long Wait Times and High AbandonmentRates One of the most noticeable red flags is extended wait times for customers and high abandonmentrates. For MSPs, the acceptable abandonmentrate is between five and eight percent.
A scalable call/contact center that can seamlessly adjust its resources and capabilities as the organization evolves, can easily handle increasing call volumes and customer interactions without compromising on service quality. It also reduces the call abandonmentrate by eliminating prolonged holding time.
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Abandon rate 
52 
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