What is Call Abandonment Rate (CAR)
Call Abandonment Rate (sometimes abbreviated as “CAR”) is the percentage of inbound customer calls where the caller hangs up before reaching a live agent. Tracking call abandonment rates gives contact centers an idea of where their operational bottlenecks lie, identifying how often the call-in process tests customers’ patience.
High abandonment rates are usually an indication of long hold times, often caused by either insufficient staffing or a problem with your call routing. Whatever causes abandonment rates to rise, it’s likely to lead to higher levels of customer frustration and more lost opportunities as a result.