What key performance indicator measures the proportion of calls that hang up before answer?

The key performance indicator that measures the proportion of calls that hang up before being answered is the Call Abandonment Rate. This metric is crucial for understanding customer satisfaction and operational efficiency. A high Call Abandonment Rate may indicate issues such as long wait times or inadequate staffing, which can lead to frustrated callers who choose not to wait for assistance.

By monitoring the Call Abandonment Rate, organizations can identify trends and make necessary adjustments to improve responsiveness and service quality. This could involve increasing staffing during peak hours or enhancing the call routing system to decrease wait times. Overall, this metric provides valuable insights into how effectively a support team is managing incoming calls and the experience being delivered to customers.