What it measures:
- It can be considered a measure of customer satisfaction. If customers hang up a lot, they might not like the speed of service.
- The longer it takes to answer a call, the higher are abandon rates
- People who might have called wrong number hang up when they notice it (typically in first 10 seconds)
- High abandon rates can inflate future call volumes (2nd, 3rd try of same caller), resulting in even higher rates