John is a process manager at a call center for a telecom company.Lately,he has been receiving negative feedback from customers about the prolonged amount of time taken to answer their calls.To understand this better,John studied certain metrics,one of which indicated that over 85 percent of all customers ended up hanging up the phone when no one answered their calls.Which of the following call center metrics did John use?
A)Downtime
B)Error rate
C)Time service factor
D)Abandon rate

Question

Quizplus · Accepted Answer

Abandon rate is a call center metric which refers to the percentage of callers who hang up while waiting for their call to be answered.

John Is a Process Manager at a Call Center for a Telecom