The Call Abandonment Rate Calculator measures your abandonment rate from call counts, with an adjusted rate that excludes short hang-ups, and estimates the revenue at risk from abandoned callers you did not recover.

How to Use#

Under "These counts are for one", choose Day, Week or Month.
Enter Calls offered and Calls abandoned.
Set the Short abandon threshold in seconds, and optionally the number of calls Abandoned within that many seconds.
Optionally enter Abandoned calls recovered.
Under "Revenue at risk from unrecovered hang-ups", enter the share of abandoned callers who were a potential sale or booking, and the average value of one sale or booking.

Inputs#

Calls offered: calls that reached the queue or agent group, answered or not. Leave out calls that ended in the IVR menu by choice.
Calls abandoned: callers who hung up before an agent answered. Must not exceed calls offered.
Short abandon threshold: hang-ups faster than this are usually misdials or callers who changed their mind. Default 5 seconds.
Abandoned within the threshold: part of the abandoned count. Leave at 0 if your system does not report it.
Recovered: abandoned callers you called back and reached, or who called back and got through. Count each caller once.
Share that were a sale and Average value: your own estimates. The defaults (30% and 1,500 rupees) are examples.

Reading the results#

Abandonment rate = abandoned / offered x 100
Adjusted rate = (abandoned - short) / (offered - short) x 100
Revenue at risk = (abandoned - recovered) x share that were sales x average value

Abandonment rate and Adjusted rate, with the gap in percentage points when you enter short abandons.
Calls answered and the answer rate.
Abandoned, not recovered and the share of abandoned calls recovered.
Revenue at risk for the period you chose.

Things to know#

When reporting the adjusted rate, state the threshold you used and keep the raw rate next to it so numbers stay comparable.
Short abandons or recovered calls larger than the abandoned count show a warning and hide the affected results.
Customers lost for good, repeat calls and agent cost are not included.
This tool measures a rate you already have. To model what longer hold times cost, use the hold time cost calculator.