One of the key metrics that every customer call center manager should monitor is what is known in English as the „abandon rate.” This refers to the proportion of callers who hang up before their issue is resolved and the call is concluded. This can occur during the interaction with the agent or even before it begins, for example, while waiting to be connected. Clients may hang up out of frustration or due to long wait times. A high abandon rate often leads to a noticeable increase in customer dissatisfaction. How can you reduce the number of callers who hang up in such a way? Here are several strategies that can help.
