The abandon rate refers to the percentage of tasks the customer abandons before completion. It is used mostly in call centers and online retail stores. This metric is crucial for keeping track of customer engagement and consumer habits around interacting with the brand. It can also predict the satisfaction levels of customers.
At an inbound call center, the abandon rate is the percentage of calls coming in that a customer hangs up on before speaking to a staff member. The abandon rate is highly affected by the length of time customers have to wait to talk to someone. The longer they must wait, the more likely it is that they will hang up.