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Glossary

What is Average Time to Abandonment?

Average time of abandonment is the percentage of inbound phone calls made to a call center outsourcing company and eventually abandoned by customers before getting connected to agents in real time. Abandon rate increases with increase in call waiting times. Longer is the waiting time or hold time, higher is the rate of abandonment. The reputation of the company can saddle down with the reputation of the company resultant lost sales opportunities.

Call abandon are calls that are dropped by the calling party before getting connected to the intended person. The call can be dropped at various points in the process, i.e., while on hold or dialing.  Numerous callers hang up after realizing the fact that they have reached an automated system and not a person. Large percentage of call abandonment can negatively impact the success of the company and the company providing call center services. Go4customer is a platform making services for call center in India possible.

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