Impactful Professional Modules

Learn how to act like the professional you are and develop key influencing and communication skills, with the confidence to move you from job to career.

Published on 11 March 2026

BPG26: Planning Metrics

Across our members, the most commonly used planning target is the percentage of calls or chats answered or abandoned. We have grouped answer rates and abandon rates together because they are essentially the same measure viewed from different perspectives. From this point on, we will refer to abandonment, but the same points apply equally to answer rates.