| Call abandonment rate of less than 5%.CPE-Communications |
Measure Definition & Importance |
The percentage of inbound phone calls made to a call center that are abandoned by the customer before speaking to an agent. Abandon rates have a direct relation to waiting times. The longer the time that customers have to wait before being connected to an agent, the higher the abandon rate is likely to be. Abandon rates are currently FY2013 - 3%; FY 2014 6%; FY2015 YTD 5%.
Analysis | |
Call abandonment rate (YOY) |
Service Areas |
-
CPE.3.1 Call Center & Customer Service
CPE-Communications
Call abandonment rate (FYTD) |
# of Calls |
Attachments |
Measure Data | Last Calculated 4 months ago |
| Period | | Status | Actual | # abandoned calls | Total # inbound calls | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|---|---|
| Oct-18 |  | Lagging | 6.05% | 1,450.00 | 23,955.00 | 5.00% | 5.00% | 7.00% |
| Nov-18 |  | On Target | 4.36% | 961.00 | 22,041.00 | 5.00% | 5.00% | 7.00% |
| Dec-18 | | On Target | 3.36% | 694.00 | 20,641.00 | 5.00% | 5.00% | 7.00% |
| Jan-19 | | Lagging | 5.76% | 1,257.00 | 21,814.00 | 5.00% | 5.00% | 7.00% |
| Feb-19 | | On Target | 3.48% | 621.00 | 17,869.00 | 5.00% | 5.00% | 7.00% |
| Mar-19 |  | Insufficient Progress | 7.90% | 1,752.00 | 22,185.00 | 5.00% | 5.00% | 7.00% |
| Apr-19 | | Insufficient Progress | 8.92% | 2,378.00 | 26,646.00 | 5.00% | 5.00% | 7.00% |
| May-19 | | Insufficient Progress | 8.56% | 2,569.00 | 30,006.00 | 5.00% | 5.00% | 7.00% |
| Jun-19 | | Lagging | 6.53% | 1,872.00 | 28,674.00 | 5.00% | 5.00% | 7.00% |
| Jul-19 | | Lagging | 6.52% | 1,967.00 | 30,176.00 | 5.00% | 5.00% | 7.00% |
| Aug-19 | | On Target | 3.61% | 847.00 | 23,480.00 | 5.00% | 5.00% | 7.00% |
| Sep-19 | | On Target | 2.41% | 502.00 | 20,795.00 | 5.00% | 5.00% | 7.00% |
| Oct-19 | | On Target | 3.42% | 781.00 | 22,866.00 | 5.00% | 5.00% | 7.00% |
| Nov-19 | | On Target | 3.61% | 723.00 | 20,007.00 | 5.00% | 5.00% | 7.00% |
| Dec-19 | | On Target | 4.00% | 833.00 | 20,840.00 | 5.00% | 5.00% | 7.00% |
| Jan-20 | | On Target | 3.99% | 878.00 | 21,990.00 | 5.00% | 5.00% | 7.00% |
| Feb-20 | | On Target | 2.47% | 448.00 | 18,132.00 | 5.00% | 5.00% | 7.00% |
| Mar-20 | | Lagging | 6.16% | 1,510.00 | 24,498.00 | 5.00% | 5.00% | 7.00% |
| Apr-20 | | Insufficient Progress | 7.21% | 2,158.00 | 29,940.00 | 5.00% | 5.00% | 7.00% |
| May-20 | | On Target | 3.63% | 981.00 | 27,022.00 | 5.00% | 5.00% | 7.00% |
| Jun-20 | | On Target | 3.59% | 1,046.00 | 29,123.00 | 5.00% | 5.00% | 7.00% |
| Jul-20 | | On Target | 4.96% | 1,424.00 | 28,733.00 | 5.00% | 5.00% | 7.00% |
| Aug-20 | | On Target | 3.54% | 880.00 | 24,858.00 | 5.00% | 5.00% | 7.00% |
| Sep-20 | | On Target | 2.34% | 549.00 | 23,456.00 | 5.00% | 5.00% | 7.00% |
| Oct-20 | | On Target | 2.08% | 431.00 | 20,720.00 | 5.00% | 5.00% | 7.00% |
| Nov-20 | | On Target | 2.69% | 559.00 | 20,752.00 | 5.00% | 5.00% | 7.00% |
| Dec-20 | | On Target | 2.81% | 630.00 | 22,403.00 | 5.00% | 5.00% | 7.00% |
| Jan-21 | | On Target | 2.59% | 505.00 | 19,498.00 | 5.00% | 5.00% | 7.00% |
| Feb-21 | | Insufficient Progress | 8.19% | 1,999.00 | 24,413.00 | 5.00% | 5.00% | 7.00% |
| Mar-21 | | On Target | 3.63% | 859.00 | 23,644.00 | 5.00% | 5.00% | 7.00% |
| Apr-21 | | On Target | 4.51% | 1,064.00 | 23,578.00 | 5.00% | 5.00% | 7.00% |
| May-21 | | On Target | 3.30% | 749.00 | 22,681.00 | 5.00% | 5.00% | 7.00% |
| Jun-21 | | On Target | 4.40% | 1,217.00 | 27,662.00 | 5.00% | 5.00% | 7.00% |
| Jul-21 | | Monitoring/No Info | 5.00% | 5.00% | 7.00% | |||
| Aug-21 | | Monitoring/No Info | 5.00% | 5.00% | 7.00% | |||
| Sep-21 | | Not Defined | 5.00% | 5.00% | 7.00% | |||
| Oct-21 | | Monitoring/No Info | 5.00% | 5.00% | 7.00% | |||
| Nov-21 | | Monitoring/No Info | 5.00% | 5.00% | 7.00% | |||
| Dec-21 | | Monitoring/No Info | 5.00% | 5.00% | 7.00% | |||
| Jan-22 | | Not Defined | ||||||
| Feb-22 | | Not Defined | ||||||
| Mar-22 | | Not Defined | ||||||
| Apr-22 | | Not Defined | ||||||
| May-22 | | Not Defined | ||||||
| Jun-22 | | Not Defined | ||||||
| Jul-22 | | Not Defined | ||||||
| Aug-22 | | Not Defined | ||||||
| Sep-22 | | Not Defined |
Performance Liaison |
| SG | Sharon Gamble (CPE- Communications & Public Engagement) |
Measure Type |
Data Owner |
Target Type |