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02-04-2005, 03:06 PM
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Abandon Rate
Does anyone know what an ideal adandon rate is for a Support Desk (Help Desk)? This Help Desk provides answers to agents from the our main Service Center (CC). I need to find out what a perfect abandon rate for this desk would be.
Any help would be greatly appreciated.
__________________
Mark Graham HHonors Operations 
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02-05-2005, 08:55 PM
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I don't think there is something like a "ideal" abandonment rate.
In the perfect situation for your customer (internal in this case), you would handle every incoming call (Ab.Rate=0%). In my own situation (1st, 2nd and 3rd line technical support) I have 3 different "optimized" Ab.Rates, but never higher than 5 %. The optimal rate depends then on the Service Level. (F.i. SL=85:90 -> Ab.R. = 5%, SL=95:180 -> Ab.R = 2% ), and is based on the assumption, that with this Ab.Rate, the Service Level is still achieved.
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