What is Call Abandonment Rate?
Call abandonment rate is the percentage of phone calls that are not completed because the caller hangs up or are disconnected before the conversation can be finished. It is a key indicator of customer satisfaction and can help businesses determine the effectiveness of their customer service strategies including employee engagement with customers.
The average call abandonment rate is around 25 percent, but can vary depending on the type of business and the customer base. Higher abandonment rates may be associated with companies with a less-satisfied customer base, or those that are trying to push sales or services onto customers who are not interested.
Why does it matter?
So why is call abandonment such a big deal?
There are a few key reasons.
- Major indicator of customer satisfaction. Customers who are dissatisfied with their experience are likely to abandon calls altogether.
- Can lead to lost business. When customers are dissatisfied with their service experience, they are more likely to switch to a competitor or go without service altogether.
- Leads to increased churn. This is likely to happen when customers are not happy for any reason. More often than not, these dissatisfied customers are likely to abandon their account and switch to a competitor.
- Lower customer satisfaction ratings. Dissatisfied customers are also likely to leave reviews warning other potential customers about the poor quality of the service.
How to calculate Call Abandonment Rate?
One of the most important factors when it comes to marketing is determining how many people actually pick up the phone to call your business. This is called the “call abandonment rate” and this call abandonment rate formula is an important metric to track in order to optimize your marketing strategy.
You can learn how to calculate abandon rate, call center.
- The most common is to divide the number of people who actually made calls to your business by the total number of calls made. This can be done by analyzing data recorded by an abandonment rate call center.
- Another way to calculate the abandonment rate is to look at the number of calls that were placed but not completed.
Either way, it’s important to track the abandonment rate so you can make changes to your marketing strategy if necessary. If the average abandon rate call center indicates higher rates, then it may be best to focus on different marketing strategies or methods. If the abandonment rate is low, you can definitely keep using the same strategies.
Ten Tips for reducing Call Abandonment Rate
If you're like most people, you cringe each time you hear a voice mail notification announcing that someone in your contact list has abandoned a call.
But there's hope. You can reduce your call abandonment rate by following these 10 tips:
1. Make sure your contact list is up-to-date.
It's not only frustrating when someone in your contact list drops a call, it's also frustrating when you can't find the person you're trying to reach. Make sure your contact list is up-to-date and includes the latest phone numbers and email addresses.
2. Use voice mail notifications to your advantage.
If you have voice mail notifications enabled, use them to your advantage. Notifications can help you keep track of who's been calling you and when they last called. This can help you avoid calling people who you know may be busy or who may be out of town.
3. Make sure your contact list is sorted alphabetically.
When you have a lot of contacts, it can be tough to keep them all sorted alphabetically. But, if you want to reduce your call abandonment rate, it's important to make sure your contact list is always sorted alphabetically. This way, when you're looking for a specific contact, you can easily find them in your list.
Plus, it'll be easier for an abandoned rate call center to keep track of new contacts when they're added in alphabetical order. Businesses often use backlog grooming to prioritize the calls.
4. Use caller ID blocking features.
One way to reduce your call abandonment rate is to use caller ID blocking features. This way, if a caller is not able to get through to a live person on their first try, they will be less likely to abandon the call. Instead, they will be more likely to leave a voicemail or try again later.
5. Keep your voice mailbox clear.
It is important to keep your voice mailbox clear to reduce the call abandonment rate. If you have a lot of messages in your mailbox, it will take longer for your callers to leave a message. This could cause them to hang up before they leave a message, which will increase your call abandonment rate.
6. Turn off your phone when you're not using it.
There are a few key reasons to turn your phone off when you're not using it.
- Reduce your call abandonment rate. If you're not available to answer calls, potential customers are likely to hang up rather than wait on hold.
- Conserve your battery life. If your phone is turned off, it's not using any battery power.
- Give you a break from constant notifications and provide some peace and quiet. If you're not in the mood to talk to anyone, turning your phone off is the best way to ensure that you won't be disturbed.
7. Use call waiting features.
Call waiting features can be extremely useful for businesses in reducing call abandonment rates. By allowing customers to wait on hold for a shorter period of time, businesses can encourage them to stay on the line rather than hanging up and trying again later. Additionally, call waiting can help businesses keep track of how many customers are waiting on hold, which can be helpful in staffing and resource planning.
8. Set up a call waiting queue.
A call waiting queue is an important tool for reducing call abandonment rate. When callers are placed on hold, they can be placed in a queue so that they can be called back in the order they were received. This ensures that no caller is left on hold for an extended period of time, which can result in them hanging up.
9. Include conference calling features.
Conference calling is a great way to reduce the call abandonment rate. By having a conference call, you can have multiple people on the call at the same time, which can help to reduce the number of people who abandon the call. In addition, conference calling can also help reduce the amount of time that people spend on the phone, which can help reduce the call abandonment rate.
10. Use social media to reconnect with people.
Provide alternate ways to reach the person they're trying to contact. For example, you can post contact information for key personnel on your company's social media pages, or you can use social media to direct people to a live chat or email support system.
By giving people multiple ways to reach the person they need to talk to, you can help set a call abandonment rate benchmark that reduces the frustration that often leads to call abandonment.
