ClarivoxxBy Abdessamad Ghanem

Free tool

Call and Chat Abandonment Rate Calculator

Abandonment rate = (abandoned − short abandons) ÷ (offered − short abandons) × 100. Short abandons, such as hang-ups within 5 seconds, are left out because they are usually misdials. With 2,000 contacts offered, 180 abandoned and 40 short abandons, the rate is 7.1% and 1,820 contacts were answered.

Abandonment rate

7.1%

140 customers gave up waiting. Check which hours the abandons come from and compare them with your staffing plan for those hours.

Answered contacts

1,820

Raw rate (with short abandons)

9.0%

Abandonment = (180 − 40) ÷ (2,000 − 40) × 100 = 7.1%
Answered = 2,000 − 180 = 1,820

Frequently asked questions

How do you calculate abandonment rate?
Remove short abandons from both the abandoned and the offered count, divide the remaining abandons by the remaining offered contacts and multiply by 100. 140 real abandons out of 1,960 contacts is a 7.1% abandonment rate.
Why exclude short abandons?
A customer who hangs up after 2 seconds usually dialed by mistake or changed their mind before waiting at all. Counting them makes the queue look worse than it is: in the example, including them raises the rate from 7.1% to 9.0%.
What is a good abandonment rate?
Many phone and chat teams aim to stay under about 5%, and anything above 10% often points to a staffing gap at certain hours. Look at the rate by hour of day, because a daily average can hide a peak where many customers give up.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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