Abandoned rates

Six Sigma – iSixSigma Forums Old Forums General Abandoned rates

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    I have just completed a project and returned it to the process owner this week.  What we did was reduce our call volumes for calls, but we are still expereincing abandoned calls.
    When we started this project, the abandon rate was over 20%, but we have dropped it down to below 7%.  As we look at our statistics, I need to know if there is an industry standard for when you actually count a call as abandoned.  For example, I have seen some calls abandoned at 10 seconds into the waiting cycle.  Should this be counted as a true abandoned call? 

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