Benchmarks
Abandonment Rate
Read abandonment against channel and service level, not one universal target: voice and live chat cluster around 7-8% while asynchronous channels sit near 3%, and an identical rate can look healthy or alarming depending on how fast the answered contacts were actually served.
What is Abandonment Rate? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| Under 5% (exceptional) to 5-8% (acceptable) | Inbound customer support, cross-industry standard | Balto, What Is Abandonment Rate in a Call Center? | 2025 |
| Up to 10% | Technical support (high complexity) | Balto, What Is Abandonment Rate in a Call Center? | 2025 |
| 7% | Healthcare call centers | Sprinklr, Call Center Statistics (HFMA data) | 2025 |
| 8% | Voice / phone, cross-industry (Australia) | ACXPA, 2024 Australian Contact Centre Best Practice Report | 2024 |
| 7% | Synchronous channels (voice + live chat) | ACXPA, 2024 Australian Contact Centre Best Practice Report | 2024 |
| 3% | Asynchronous channels (email + messaging) | ACXPA, 2024 Australian Contact Centre Best Practice Report | 2024 |
| 9% | Voice / phone, cross-industry (Australia), 2023 peak | ACXPA, 2024 Australian Contact Centre Best Practice Report (3-year voice trend) | 2023 |
| 5.91% | Global Talkdesk customer base, all inbound calls | Talkdesk, 2020 Global Contact Center KPI Benchmarking Report | 2020 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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