The abandoned call rate is the percentage of incoming calls that are terminated by the caller before they can be connected to a customer service representative or an automated system. This metric is a key indicator of customer experience and can highlight where improvements in IVR, call routing, performance monitoring, or staffing should be made. Monitoring the abandoned call rate is crucial for optimizing customer service and ensuring that callers have a positive experience regardless of their reason for calling. Another strategy to reduce the abandoned call rate would be to anticipate volume demands during peak periods and adjust staffing levels as necessary.
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