Skip to content

Abandoned Call

Glossary

What is Abandoned Call

Abandoned call is a call that was hung up by the client who was also the initiator of that call before connection with an agent.

Abandoned call is a call that was hung up by a customer before the customer service agent was able to connect to the conversation. Calls that were lost during outbound calling campaigns aren’t called abandoned calls, but dropped calls. Abandoned calls often show a very low leve customer satisfaction with the quality and speed of customer service which may result in customer churn.

Synonyms for definition Abandoned Call

  • Dropped Call
  • Missed Call
  • Unanswered Call
  • Terminated Call
  • Disconnected Call
  • Hung Up Call
  • Abandoned Connection
  • Abandoned Interaction
  • Abandoned Request
  • Abandoned Inquiry

These terms generally convey the idea of a call or interaction that was initiated by the caller but terminated or abandoned before being addressed or completed by the receiving end.

FAQ about Abandoned Call

Why do Abandoned Calls happen?

Abandoned calls can happen for various reasons, including long wait times, inefficient call routing, inadequate staffing levels, or technical issues with the phone system. Customers may also accidentally disconnect or change their minds about holding for an agent.

How can Abandoned Calls be reduced?

To reduce abandoned calls, businesses should optimize their call center operations by:

  • Increasing staffing levels during peak call volumes
  • Implementing efficient call routing and queue management systems
  • Providing accurate wait time estimates and periodic updates
  • Offering callback options or virtual hold features
  • Monitoring and addressing technical issues promptly

What are the consequences of Abandoned Calls?

Abandoned calls can have significant consequences for businesses, including:

  • Lost revenue and sales opportunities
  • Frustrated customers and damage to brand reputation
  • Increased customer churn and attrition rates
  • Wasted resources and operational inefficiencies

How can Abandoned Call rates be measured?

Abandoned call rates are typically measured as a percentage of total calls received. Most call center software and analytics tools can track and report on abandoned call metrics, such as the abandon rate, average abandon time, and abandon patterns by time of day or day of the week.

What are some best practices for handling Abandoned Calls?

To effectively manage and respond to abandoned calls, businesses should:

  • Monitor and analyze abandoned call data regularly
  • Train agents on proper call handling and customer service techniques
  • Implement callback systems or automated outreach for abandoned calls
  • Continuously optimize call center operations and staffing levels
  • Gather customer feedback and insights to improve the call experience

Blog

The Advantages and Disadvantages of Advanced and Cloud-Based Call Center Technologies

Privacy Policy