Glossary
Call avoidance refers to all cases of agent abusive practices focused on avoiding calls from customers and other types of evasion from work. There are many purposes for call avoidance, but in most cases, it is agent frustration, or otherwise, malice.
Call avoidance means that agents are taking any steps to avoid answering customer calls. In most cases, it refers to inbound call center agents, but outbound call center agents can also avoid handling calls. It is popular problem as call center work is stressful and agents often suffer from inadequate customers, thus they try to reduce pressure on them and start to avoid calls.
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