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Abort Rate

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10-30-2002, 10:20 AM

dkoby

Member

Join Date: Nov 2001

Location: Orlando

Posts: 0

Abort Rate

I am interested in hearing about other call centers abort and idle rate?

Our definition of abort rate is the number of call disconnected by the customer. This occurs when the dialer has a call ready for an agent and the customer hangs up before the call is transferred to an available agent. Our average is 12%

The idle rate is the amount of time an agent is logged into the dialer without a call to take. Our average is 16%

I would appreciate your feedback!

Donna Koby

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