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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. Prioritize selecting routing configurations.
The channels typically comprise: Phone calls Emails Live chat Social media platforms SMS/text messaging Video calls 4. It also measures customer hold times and the time required for post-call tasks and administrative work (such as filing a form or updating the CRM). In most cases, businesses should have lower AHT.
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Abandon rate 
52 
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