2018 Abandon Rate Call Center Wait Times 
Talkdesk
MARCH 5, 2018
The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Customers call contact centers to have an issue resolved. Sometimes those calls are abandoned. Average Abandonment Rate. Measuring Abandonment Rate is only half the battle.
NICE inContact
FEBRUARY 21, 2019
In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. The system often crashed, wait times were long and too much had to be done manually.
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