Contact center terms💡

    Abandoned calls

    What are abandoned calls and how can they be reduced? Here you can find the answers!

    What is an abandoned call?

    An abandoned call refers to an incoming call that is ended by the caller before being answered by an agent. This can happen for various reasons, such as long wait times, technical issues, or the caller choosing to hang up.

    In contact centers, the abandoned call rate is considered an important KPI for measuring service quality. A high abandonment rate may indicate insufficient staffing, long waiting times, or inefficient call routing.

    How can abandoned calls be reduced?

    Typical measures to reduce abandoned calls include:

    • Improving call distribution through Automatic Call Distribution (ACD) systems

    • Implementing callback options to avoid long wait times

    • Offering self-service solutions such as IVR (Interactive Voice Response) to handle simple inquiries automatically

    • Optimizing workforce planning to better manage peak times

    Minimizing abandoned calls helps improve accessibility and customer satisfaction.

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