{"id":19653,"date":"2024-12-30T16:12:07","date_gmt":"2024-12-30T09:12:07","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19653"},"modified":"2024-12-30T16:12:07","modified_gmt":"2024-12-30T09:12:07","slug":"call-abandonment-rate-in-the-call-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/call-abandonment-rate-in-the-call-center\/","title":{"rendered":"Call abandonment rate in the call center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Call abandonment rate (CAR) is a metric that measures the percentage of calls that are missed when customers call the call center. <\/span><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">call center<\/span><\/a><\/span><span style=\"font-weight: 400;\"> but couldn't wait and gave up before connecting with the operator.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This often occurs when customers have to wait too long (due to long wait times, staff shortages, or ineffective IVR systems).<\/span><\/p>\n<h2>The Importance of Call Abandonment Rate<\/h2>\n<p><span style=\"font-weight: 400;\">This is an important metric used to measure the effectiveness of inbound customer service channels, which directly impacts the customer experience.<\/span><\/p>\n<figure id=\"attachment_19654\" aria-describedby=\"caption-attachment-19654\" style=\"width: 1162px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-19654 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/car.png\" alt=\"Call abandonment\" width=\"1162\" height=\"845\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/car.png 1162w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/car-300x218.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/car-1024x745.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/car-768x558.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/car-18x12.png 18w\" sizes=\"(max-width: 1162px) 100vw, 1162px\" \/><figcaption id=\"caption-attachment-19654\" class=\"wp-caption-text\">The lower the call abandonment rate, the higher the CSAT, and vice versa.<\/figcaption><\/figure>\n<h3>Causing a poor customer experience<\/h3>\n<p><span style=\"font-weight: 400;\">Customers feel dissatisfied when they have to wait too long, or worse, call and get no support. If this is not improved, the business may lose customers.<\/span><\/p>\n<h3>Impact on brand reputation<\/h3>\n<p><span style=\"font-weight: 400;\">Poor customer experiences will damage brand reputation and reduce future revenue.<\/span><\/p>\n<h3>Increase in operating costs<\/h3>\n<p><span style=\"font-weight: 400;\">A high CAR rate increases call center operating costs because employees have to handle missed calls. This increases work pressure, requires additional staff, incurs call charges (due to outgoing calls), and necessitates investment in technology to improve customer service processes.<\/span><\/p>\n<h3>Reduced competitive advantage.<\/h3>\n<p><span style=\"font-weight: 400;\">For businesses with a competitive strategy based on differentiated customer experiences, such as in the high-end market segment, a high Call Abandonment Rate is unacceptable, causing customers to leave and switch to competitors.<\/span><\/p>\n<h2>Call Abandonment Rate<\/h2>\n<blockquote><p><strong>Missed call rate = (Number of missed calls \/ Total incoming calls) * 100%<\/strong><\/p><\/blockquote>\n<ul>\n<li><span style=\"font-weight: 400;\"><strong>Number of missed calls:<\/strong> is the total number of calls that ended before the customer connected with the operator.<\/span><\/li>\n<li><span style=\"font-weight: 400;\"><strong>Total incoming calls:<\/strong> Includes answered calls, missed calls, or any other reason the call center receives within a certain period of time.<\/span><\/li>\n<\/ul>\n<h3>For example<\/h3>\n<p><span style=\"font-weight: 400;\">Imagine your call center compiles data for one month and receives the following results:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Missed calls: 1000<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Total number of calls to the call center: 8000<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">At that time, it will be calculated.<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Call drop rate = [1000\/8000]*100 = 12.51%<\/span><\/li>\n<li><span style=\"font-weight: 400;\">At that time, CAR = 12.51 TP3T<\/span><\/li>\n<\/ul>\n<blockquote><p><span style=\"font-weight: 400;\">Bellsystem24 Vietnam has observed that call drop rates tend to increase at specific times, such as peak hours and special seasons. Therefore, measuring and focusing on improving these 'hot spots' will help improve the overall CAR.<\/span><\/p><\/blockquote>\n<h2>Call Abandonment Rate for certain industries<\/h2>\n<p><span style=\"font-weight: 400;\">According to Hubspot, this index fluctuates on average between 5 and 8%. However, there are significant differences between businesses in different industry groups.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Retail and e-commerce:<\/strong> From 5% to 8%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Telecommunications, television:<\/strong> From 8% to 12%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Finance, banking:<\/strong> From 3% to 7%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Healthcare, health care:<\/strong> 5% to 10%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Utility services:<\/strong> From 5% to 8%<\/span><\/li>\n<\/ul>\n<h2>Causes and ways to reduce Call Abandonment Rate<\/h2>\n<h3>Shortage of call center agents<\/h3>\n<p><span style=\"font-weight: 400;\">A shortage of call center agents reduces the call center's operational efficiency, as the number of staff cannot handle all customer demand, especially during peak hours.<\/span><\/p>\n<p><b>Improve:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Forecast future call volume to develop appropriate staffing plans for each time period.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Recruit the necessary number of employees during normal periods, supplement personnel (overtime, part-time) during peak periods.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/call-volume\/\" target=\"_blank\" rel=\"noopener\">Call traffic management in call centers<\/a><\/span><\/span><\/p>\n<h3>Call center agent lacking competence<\/h3>\n<p><span style=\"font-weight: 400;\">Low-performing call center agents will result in longer customer request processing times, impacting response efficiency.<\/span><\/p>\n<p><strong>Improve:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Enhance training and retraining to improve call center agents' capabilities.<\/span><\/li>\n<\/ul>\n<h3>Ineffective call routing<\/h3>\n<p><span style=\"font-weight: 400;\">Some call centers lack call routing or have ineffective routing, resulting in calls being misrouted to the wrong agent, causing a poor experience. Businesses have to spend more time handling these issues, leading to increasingly longer queues.<\/span><\/p>\n<p><strong>Improve:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Implementing intelligent call routing <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/skill-based-routing\/\" target=\"_blank\" rel=\"noopener\">skill-based routing<\/a><\/span> Based on customer needs, help distribute calls to call center agents with the appropriate skills.<\/span><\/li>\n<\/ul>\n<h3>The IVR system is too complicated<\/h3>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #ff6600;\">IVR system<\/span><\/a> complexity that makes it difficult for customers to understand, even causing frustration and leading them to hang up.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Improve:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Build a simple, logical IVR system menu that helps customers navigate easily as desired.<\/span><\/li>\n<\/ul>\n<h3>Unappealing IVR greeting<\/h3>\n<p><span style=\"font-weight: 400;\">The content and length of IVR greetings directly affect customer emotions. <\/span><span style=\"font-weight: 400;\">Customers don't want to hear irrelevant, overly long content.<\/span><\/p>\n<p><strong>Improve:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Create a greeting that suits the customer's characteristics, with content that is on point and of appropriate length. The voice should be clear and expressive. Hold music can be added.<\/span><\/li>\n<\/ul>\n<h3>No notification of waiting time.<\/h3>\n<p><span style=\"font-weight: 400;\">Customers don't know how long they have to wait, which can lead to a poor experience and increase the dropout rate.<\/span><\/p>\n<p><strong>Improve:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Provide information on the steps to be taken and the expected waiting time, helping customers decide whether to continue waiting or choose an alternative option.<\/span><\/li>\n<\/ul>\n<h3>Lack of automation.<\/h3>\n<p><span style=\"font-weight: 400;\">The<\/span><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/rpa-trong-call-center\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\"> automated call center feature<\/span><\/a><\/span><span style=\"font-weight: 400;\"> like a chatbot, <\/span><span style=\"font-weight: 400;\">Smart IVR<\/span><span style=\"font-weight: 400;\"> can bring significant benefits, customers can resolve issues themselves with the support of AI, helping to reduce the manual workload of call center agents.<\/span><\/p>\n<p><strong>Improve:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Enhance the use of chatbots and voicebots to provide basic customer information (account activation, balance inquiries, order status checks).<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Build layers to handle issues based on difficulty; call center agents only handle necessary cases that are difficult and require high security.<\/span><\/li>\n<\/ul>\n<p><b>See also:<\/b><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\"> Standard call center metrics and how to improve them<\/span><\/a><\/span><\/p>\n<h2>Conclusion<\/h2>\n<p><span style=\"font-weight: 400;\">Call Abandonment Rate (CAR) is a key metric that measures call center effectiveness and directly impacts customer experience. A high abandonment rate not only reduces customer satisfaction but can also negatively affect brand reputation, increase operating costs, and diminish competitive advantage. To improve CAR, organizations should <\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Call abandonment rate (CAR) l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m cu\u1ed9c g\u1ecdi b\u1ecb b\u1ecf l\u1ee1 khi kh\u00e1ch [&hellip;]<\/p>","protected":false},"author":13,"featured_media":19654,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-19653","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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