Call Abandonment Rate is the percentage of incoming calls to a call center that are disconnected by the caller before reaching an agent. It is a key performance indicator (KPI) used to measure customer experience and operational efficiency in voice support services.

Formula:
Call Abandonment Rate = (Abandoned Calls ÷ Total Incoming Calls) × 100

Why It Matters:
A high abandonment rate often indicates long hold times, understaffing, or poor call routing — all of which can negatively impact customer satisfaction. Reducing abandonment rates is essential for improving service levels and retaining customers.

Example:
If a call center receives 1,000 calls and 80 callers hang up before speaking with an agent, the call abandonment rate is 8%.