Several factors contribute to a high call abandonment rate:
Long wait times. Customers hang up if they are left on hold for too long.
Inadequate staffing. Not enough call center agents to handle the volume of calls.
Inefficiencies in handling calls. Ineffective processes and lack of agent productivity.
Lack of caller context. Agents lacking key information can prolong call handling time.
Operational challenges. Issues like high attrition rates, budget constraints, and managing outsourced call centers.
Customer behavior patterns. Certain call types may spike at specific times, causing longer waits.