Definition: An abandoned call is a call that is initiated but not completed because the caller hangs up before an agent can answer.
Why are Abandoned Calls Important in a Call Center?
Abandoned calls can be a significant issue in a call center as they often indicate customer dissatisfaction. High rates of abandoned calls may suggest long wait times, inefficient routing, or inadequate staffing.
How to Measure Abandoned Call Rate?
The abandoned call rate can be calculated by dividing the number of abandoned calls by the total number of incoming calls.
How Can Abandoned Call Rates be Reduced?
Improving agent efficiency, optimizing call routing, and using AI-powered IVR systems like OpenQuestion can help reduce abandoned call rates.
Enhancing the Call Center Experience to Reduce Abandoned Calls
By implementing OpenQuestion, call centers can streamline call routing and reduce wait times, thereby minimizing the chances of call abandonment.