Glossary
Delayed call is a call from a customer to a call center that isn’t immediately answered because of lack of free agents or any other reason. Delayed call is either placed in a call queue, waiting list or callback list.
Delayed calls are one of the main challenges for contact centers to deal with, at least because delayed calls often cause customer dissatisfaction and frustration. The fewer delayed calls you receive, the better it is for your customer satisfaction levels. Nonetheless, delayed calls will always exist, and the best way to avoid customer churn and call abandonement is to provide callback options and call queue management to reduce average wait times.
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