Percentage of Abandoned Calls
Abandoned calls are the number of callers that hang up before they speak with a Customer Service Representative. Reasons customer may decide to hang up instead of continuing to wait are: they figured out the answer on their own or got frustrated waiting due to long wait times. The Call Center's goal is to have less than 8% of abandoned calls. Recruiting for Customer Service Agents is currently ongoing in order to restore appropriate staffing levels, and expected service levels.
Note: Abandoned calls percentage was affected by increased call volumes associated with the change in rates and the Customer Assistance Program (CAP)N/A.