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As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92 Outsourcing serves as a value-added proposition for businesses.
This results in enhanced customer experience, reduced abandonmentrates and improved overall customer service quality. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.
Average AbandonRate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered. Show Rate: The percentage of new agents who show up for training on day one. Average Talk Time: The time an agent spends with a caller during a transaction.
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Abandon rate 
195 
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