The abandon rate refers to the percentage of calls that are made by potential customers to a live operator or by an automatic dialing device to potential customers that are not intercepted by the telemarketer before a disconnection by the customer occurs. A high abandon rate would be indicative of poorly managed resources. Anything higher than a 2% abandon rate is looked upon unfavorably. The abandon rate is affected by several factors including the length of time the potential customer remains in the queue, the potential customer’s level of patience, and the reason behind the call.

The abandon rate also refers to the percentage of individuals who leave their shopping cart without proceeding to the checkout versus those individuals who proceed to the checkout from their shopping cart. Since some individuals will use their shopping cart as a way to size up future purchases, the abandon rate might include shoppers who will make a purchase at a future date.

• Questions and answers on Abandon Rate Standard
• An Answers.com explanation of abandon rate

Accessibility defines the degree to which a specific product can be accessed by as many individuals as possible. The products can be many different things including services, devices, locations, Websites, manufactured goods, and more. In some cases such as services, locations, Websites, or environments, accessibility should be viewed as the ability to access the benefit or functionality of the specific product. In the case of manufactured goods, accessibility refers to the ability of the individual to obtain the product. This accessibility must be available to all users including the able and disabled.

Web accessibility refers to creating a Website that is accessible to all potential Internet users. The accessibility must be available regardless of the technology that the user has for browsing. Providing accessibility to all users including non-disabled and disabled users is implicit in this scenario. Simply put, Web accessibility means that anyone can use it and access its functions.

• Web Accessibility Initiative
• A Wikipedia explaination of Accessibility

HTML stands for Hyper Text Mark-up Language. It is the most commonly used markup language for website owners and their webpages. In essence, HTML is a coding language that is implemented to create hypertext documents that will be used on the World Wide Web. Blocks of text or images are surrounded with codes that dictate how the text or images should appear. With HTML, users can indicate that a specific block of text is linked to a specific file on the Internet.

HTML incorporates a set of tags to create the content, formatting, and layout of a webpage or document, which is meant to be viewed with a web browser. The web browsers interpret the HTML tags in order to determine how to display the text. Hundreds of tags can be used to specify how the information should be portrayed. Tags can also be utilised to specify hyperlinks.

• A Wikipedia explaination on HTML
• W3C HTML news and updates
• Basic HTML tutorials