Abandon Rate Interaction Policies Wait Times 
Magellan Solutions
MARCH 22, 2023
1) ABANDONMENT RATE The number of callers that hang up before reaching an agent is referred to as the abandon rate. There is a possibility that your abandonment rate is high because of some issues affecting your agents. This can help in reducing call wait times and determine which agents are efficient.
ShepHyken
FEBRUARY 8, 2019
Your frontline employees have an intimate understanding of internal matters such as your company’s policies, processes and procedure. Yes, your reporting can tell you that you have long wait times, high abandonment rates, or low CSAT scores. There may be a rigid policy that your customers feel are unfair.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ProProfs Chat
MARCH 5, 2019
Being at the forefront, these employees are well-aware of the company’s internal matters, which include policies, procedures, and regulations of the company. Your customers may be unhappy due to a particular rigid company policy; a specific webpage may be down, or there may be a system glitch causing customer complaints.
Comm100
APRIL 28, 2021
If a customer marks an interaction as unsatisfactory, for example, supervisors can review the live chat history and address any service issues directly with the agent who assisted them. These can be timed and appropriately factored into the overall number. Low wait times can help maintain or even improve customer satisfaction.
SurveySensum
JULY 20, 2023
Moreover, the absence of a “Try and Return” policy discouraged repeat purchases. This type of churn represents lost opportunity – the customer tried your brand but never came back because you never interacted with them. The customer interacted with your brand, explored the features but revisited or made any purchase.
Expert insights. Personalized for you.
98 
Let's personalize your content