Call Abandonment Metrics are a Barometer for Customer Satisfaction

Organizing and tracking call center metrics is essential with today’s call center management techniques. Tracking these numbers may require a company to add new utilities, but there is little question that in-depth knowledge of your call center’s workings can be used to improve all aspects of operation.

Performance metrics can be used to manage the call center, drive sales, improve efficiencies and increase overall customer satisfaction. In plain language improved call center performance metrics means improved state of business. Common measurements include first call resolution (FCR), customer satisfaction (CSat), agent utilization rate (AUR) or Occupancy (OCC), cost per contact (CoC), average speed answer (ASA) and abandonment rate (ABN). Tracking them is the first step to correcting them as well.

Abandonment rate for example is the percentage of calls that get disconnected before an agent picks up. Abandonment is an important metric to record because it can let mangers in on potential issues with the phone line and can serve as a marker for customer satisfaction.  

Think of it this way, if customers are hanging up in high number something wrong, whether it’s an annoying IVR, an exceptionally long wait time or any number of other factors high call abandonment numbers will tip you off. If you’re company isn’t tracking metrics there’s no way for it to be pro-active when trying to curtail trends that negatively impact your business model.

Call center management software like Monet’s offers a way to capture all of the pertinent information your company needs. Because it has the ability monitor in real time and via organized analytical readouts, the utility allows call center managers to find and address issues in any metric measurement.

Investment in a utility that can track and detail metrics makes call center management all the easier. Without it the determining what’s gone wrong with your model is nearly impossible.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco