Strategy Analyst Modules

Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table.

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.