Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

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.