What is an abandoned conversation?
The number of callers who hang up the phone before being connected. Understanding when customers abandon support requests helps identify how long you’re forcing them to wait, and how this affects their experience.
If your call abandonment rate is high you can look at things such as:
- Is the hold message setting good expectations?
- Is the hold music annoying?
- How long are people waiting on average before they hang up?
It’s worth noting here that disconnections can also occur due to technical or network problems.