Does anyone know what an ideal adandon rate is for a Support Desk (Help Desk)? This Help Desk provides answers to agents from the our main Service Center (CC). I need to find out what a perfect abandon rate for this desk would be.

In the contact centre I work in its between 3 - 5%

Regards

Tim

...'cause I'd say the perfect abandon rate is 0%.

(grin)

I'm guessing that this was slightly tongue in cheek, but is 0% really the perfect acr? Does it not mean huge inefficiencies?

I would say that 3-5% is typical (Although I once worked for a company targetted at 5%, bt didn't worry unless it went over 10%!)

Z

I would say the RCA for abanodonment is more important than the %.

In our company for example, during month end, a message is put on the line to kill of FAQ; in this situation a high abandonment rate is a success measure.
There is an argument that says abandonment outside of SLA is not service driven, therefore should be taken out of the % analysis; this may be especially true in a help desk environment,where a likely reason for abandonment inside SLA is that the problem resolved itself somehow.