The percentage of customers waiting in queue that are received by representatives before they abandon. The inverse of abandonment rate. Does not apply to non-real-time work items that cannot abandon and will be received at some point. See backlog.
Measurement: (Contacts Handled)/(Contacts Offered)
Benchmark: Guided by the nature of business and the likelihood that customers not answered will not return. Greater than 95% is considered acceptable in some sectors.
Importance: The more customers that are received the more the business is able to access their value and can foster relations for future interactions. Customers doubtful that they will be answered in a reasonable time may opt to try the competition.
Alternate Terms: Handle Rate, Handled of Offered