What should be kept at acceptable levels to meet service level goals?

Maintaining acceptable abandonment rates is crucial for meeting service level goals because it directly impacts customer satisfaction and operational efficiency. When callers hang up before their needs are addressed, it reflects poorly on the organization's responsiveness and can lead to increased frustration among customers. High abandonment rates can signal that there are not enough agents available to handle incoming calls within a reasonable timeframe, which may hinder the organization’s ability to provide timely service.

By keeping abandonment rates low, organizations can ensure that most callers are able to reach an agent, thereby increasing the likelihood that service level agreements (SLAs) are met. This focus on abandonment rates often leads to improved overall performance metrics such as customer satisfaction scores and first-call resolution rates, both of which are vital for a successful customer service strategy.