What does ABA stand for in call center terminology?

In call center terminology, ABA stands for "Abandon Before Answer." This term is used to describe a situation where a caller disconnects or hangs up the phone before their call is answered by a customer service representative. Tracking the rate of calls that abandon before they are answered is critical for call centers because it can provide insights into potential issues with wait times, staffing levels, or the overall customer experience.

Monitoring the ABA rate helps organizations assess efficiency, identify peak times for calls, and improve service delivery. When customers abandon calls, it may indicate dissatisfaction or issues that need addressing, such as the need for better handling of incoming calls or improved automatic call distribution systems. Understanding ABA can guide improvements to processes and ensure a more positive interaction for callers, ultimately leading to higher customer satisfaction.