submit query
Loader

Please fill with your details

  • refresh
Glossary

What is an abandoned call?

It is a call in which the caller abandons, disconnects or cancels the connection before the conversation begins with the call center agent/professional manning the help desk of the outsourcing company. In most instances, customers gets irritated waiting in the queue, or get frustrated listening to the recorded messages, before finally terminating the call. The rate of abandoned calls is more in inbound call center processes compared to outbound. The possible reason for disconnecting or abandoning inbound calls is customer’s frustration with call hold time. A high number of abandoned calls is an indication that caller is waiting in the queue for too long. This eventually wanes the brand name.

Outbound calls get abandoned due to unexpected breakdown of connection or the call gets disconnected by the automated dialer when a live agent is not available to take up the call. There are three types of abandon metrics: abandon at the VRU (prompt or self-service); abandon in queue; and abandon at the end of call center agent.

Customer satisfaction is a cornerstone of call center service providers. Abandoned calls bring negative impact on business. Thus, to mitigate abandoned calls, call center companies are following some new strategies and methods to reduce the number of abandon calls, which in turn help in increasing customer satisfaction. Call centers are employing predictive caller or call back technology. A predictive dialer is a telephone control system that helps in automatically calling on the list of phone numbers in sequence.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

6 Desirable Features that Every Social Media App Will Possess in the Year 2020

“Social media is addictive precisely because it gives us something which the real world lacks. It gives us immediacy, direction and value as an individual.”    &a....

Read more>>

How to Get Started with Search Engine Reputation Management (SERM)?

Today, the customer is much more aware of its rights than you can think off. Instead of practicing five and dime for choosing the perfect product, the customer is utilizing advanced technology and its....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo