Abandon rate contact center workforce Knowledge Base 
Calabrio
MARCH 25, 2025
Call Abandonment Rate: This metric measures the percentage of callers who hang up before speaking with an agent. Why it matters: High abandonment rates can indicate potential staffing issues or shortages, as well as long wait and resolution times that may indicate lagging agent performance. Book a free demo today.
Talkdesk
SEPTEMBER 8, 2020
During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.
Calabrio
MARCH 22, 2025
Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.
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