Glossary
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Glossary Abandonment Rate
Abandonment Rate
By dividing NCA by NCO, abandonment rate is the percentage of callers that disconnect a call before their call is answered by an agent or IVR. Abandonment rates are reduced when calls are not put on hold and the caller does not have to wait to speak to an agent.
AnswerConnect reduces abandonment rates by answering every call live and never putting customers on hold after the call is answered.