| Call abandonment rate of less than 6%WTR-Water |
Analysis | |
FY21 Summary: COVID impacts, high call volume, increased average handle time, high absenteeism and staffing shortages all contributed to the high abandon rate for FY21.
Measure Definition & Importance |
Abandonment Rate is the number of calls that are abandoned while the customer is waiting to speak with a representative. The value is expressed as a percentage of total calls received and the global metric is 5% to 8% for call centers. The propensity for customers to abandon their call will vary considerably depending on their personal situation at the time of the call, and with the expectations of the service being provided. Abandonment rates are used to gauge efficiency in answering customer calls. The measure has a direct relation to Service Level, as the longer the customer has to wait to speak with a representative, the higher the abandonment rate is likely to be. This measure allows for service evaluation to ensure proper staffing is maintained to serve our customers in the most efficient manner.
Attributes |
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WTR.4.1 Customer Satisfaction
WTR-Water
# of Calls |
| AWWA Benchmarking |
Attachments |
Call abandonment rate |
Call Abandonment Rate |
Call volume |
Call abandonment rate (YOY) |
Measure Data | Last Calculated 3 days ago |
| Period | | Status | Actual | FYTD Actual | Average for FY | # calls abandoned | Total inbound calls | Overall Target | High Variance (FY Target) | Low Variance | FYTD AVG |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Oct-18 | | On Target | 1.40% | 1.40% | 704.00 | 50,190.00 | 7.00% | 9.00 | 1.40% | ||
| Nov-18 | | On Target | 0.72% | 1.10% | 292.00 | 40,728.00 | 7.00% | 9.00 | 1.06% | ||
| Dec-18 | | On Target | 0.38% | 0.90% | 131.00 | 34,805.00 | 7.00% | 9.00 | 0.83% | ||
| Jan-19 | | On Target | 0.40% | 0.79% | 139.00 | 34,808.00 | 7.00% | 9.00 | 0.72% | ||
| Feb-19 | | On Target | 0.48% | 0.73% | 166.00 | 34,828.00 | 7.00% | 9.00 | 0.67% | ||
| Mar-19 | | On Target | 0.83% | 0.75% | 298.00 | 36,023.00 | 7.00% | 9.00 | 0.70% | ||
| Apr-19 | | On Target | 0.69% | 0.74% | 259.00 | 37,525.00 | 7.00% | 9.00 | 0.70% | ||
| May-19 | | On Target | 0.78% | 0.75% | 311.00 | 39,674.00 | 7.00% | 9.00 | 0.71% | ||
| Jun-19 | | On Target | 0.96% | 0.77% | 333.00 | 34,544.00 | 7.00% | 9.00 | 0.74% | ||
| Jul-19 | | On Target | 0.96% | 0.79% | 368.00 | 38,295.00 | 7.00% | 9.00 | 0.76% | ||
| Aug-19 | | On Target | 1.97% | 0.90% | 818.00 | 41,608.00 | 7.00% | 9.00 | 0.87% | ||
| Sep-19 | | On Target | 2.73% | 1.07% | 1.03% | 1,152.00 | 42,168.00 | 7.00% | 9.00 | 1.02% | |
| Oct-19 | | On Target | 1.23% | 1.23% | 565.00 | 45,868.00 | 7.00% | 9.00 | 1.23% | ||
| Nov-19 | | On Target | 0.95% | 1.11% | 342.00 | 36,106.00 | 7.00% | 9.00 | 1.09% | ||
| Dec-19 | | On Target | 0.52% | 0.92% | 196.00 | 37,807.00 | 7.00% | 9.00 | 0.90% | ||
| Jan-20 | | On Target | 0.40% | 0.80% | 144.00 | 35,927.00 | 7.00% | 9.00 | 0.77% | ||
| Feb-20 | | On Target | 0.32% | 0.71% | 113.00 | 34,912.00 | 7.00% | 9.00 | 0.68% | ||
| Mar-20 | | On Target | 0.64% | 0.70% | 230.00 | 36,197.00 | 7.00% | 9.00 | 0.68% | ||
| Apr-20 | | On Target | 1.61% | 0.82% | 552.00 | 34,290.00 | 7.00% | 9.00 | 0.81% | ||
| May-20 | | On Target | 1.61% | 0.90% | 462.00 | 28,762.00 | 7.00% | 9.00 | 0.91% | ||
| Jun-20 |  | Insufficient Progress | 12.27% | 2.25% | 4,778.00 | 38,935.00 | 7.00% | 9.00 | 2.17% | ||
| Jul-20 | | Insufficient Progress | 19.74% | 4.29% | 8,599.00 | 43,565.00 | 7.00% | 9.00 | 3.93% | ||
| Aug-20 | | Insufficient Progress | 9.32% | 4.73% | 3,339.00 | 35,823.00 | 7.00% | 9.00 | 4.42% | ||
| Sep-20 | | On Target | 5.54% | 4.80% | 4.39% | 1,996.00 | 36,024.00 | 7.00% | 9.00 | 4.51% | |
| Oct-20 | | On Target | 3.08% | 3.08% | 894.00 | 29,045.00 | 7.00% | 9.00 | 3.08% | ||
| Nov-20 |  | Lagging | 8.79% | 6.14% | 2,948.00 | 33,523.00 | 7.00% | 9.00 | 5.94% | ||
| Dec-20 | | Insufficient Progress | 12.17% | 8.56% | 5,101.00 | 41,923.00 | 7.00% | 9.00 | 8.01% | ||
| Jan-21 | | Insufficient Progress | 14.86% | 10.24% | 5,644.00 | 37,981.00 | 7.00% | 9.00 | 9.72% | ||
| Feb-21 | | Insufficient Progress | 21.26% | 13.07% | 10,459.00 | 49,199.00 | 7.00% | 9.00 | 12.03% | ||
| Mar-21 | | Insufficient Progress | 14.79% | 13.40% | 6,788.00 | 45,899.00 | 7.00% | 9.00 | 12.49% | ||
| Apr-21 | | Lagging | 7.67% | 12.60% | 2,947.00 | 38,404.00 | 7.00% | 9.00 | 11.80% | ||
| May-21 | | On Target | 3.94% | 11.65% | 1,337.00 | 33,926.00 | 7.00% | 9.00 | 10.82% | ||
| Jun-21 | | On Target | 5.62% | 10.97% | 2,216.00 | 39,446.00 | 7.00% | 9.00 | 10.24% | ||
| Jul-21 | | Insufficient Progress | 13.35% | 11.23% | 5,555.00 | 41,617.00 | 7.00% | 9.00 | 10.55% | ||
| Aug-21 | | Insufficient Progress | 14.72% | 11.57% | 6,217.00 | 42,223.00 | 7.00% | 9.00 | 10.93% | ||
| Sep-21 | | On Target | 6.15% | 11.12% | 2,426.00 | 39,421.00 | 7.00% | 9.00 | 10.53% | ||
| Oct-21 |  | Monitoring/No Info | |||||||||
| Nov-21 | | Monitoring/No Info | |||||||||
| Dec-21 | | Monitoring/No Info | |||||||||
| Jan-22 | | Monitoring/No Info | |||||||||
| Feb-22 | | Monitoring/No Info | |||||||||
| Mar-22 | | Monitoring/No Info | |||||||||
| Apr-22 | | Monitoring/No Info | |||||||||
| May-22 | | Monitoring/No Info | |||||||||
| Jun-22 | | Monitoring/No Info | |||||||||
| Jul-22 | | Monitoring/No Info | |||||||||
| Aug-22 | | Monitoring/No Info | |||||||||
| Sep-22 | | Monitoring/No Info |
Data Source Details & Calculation Information |
The data is retrieved from the Avaya Call Management System (CMS). This is a permissions based application on the desktops of all Water Customer Service Supervisors and the Call Center Analyst and Quality Improvement Specialists. The specific reports that are queried are the Multi Skill Summary Interval (Custom 1) and Multi Date Skill Summary Monthly (Custom 1). The reports are run and the data is collected, exported, compiled and maintained by the Call Center Analyst.
Actual = (# abandoned/total inbound calls)*100
Measure Type |
Performance Liaison |
| DW | Donail Williams (WTR- Water) |
Data Owner |
Target Type |
Measure ID |
Administrator Notes |
Performance Liaison Notes |