An abandoned call in a contact centre happens when a caller hangs up or disconnects the call before speaking with a live agent or completing their intended interaction with the contact centre’s automated systems. 

This can occur for various reasons, such as long wait times, frustration with the IVR (Interactive Voice Response) system, or changing priorities on the caller’s end. Abandoned calls are important metrics for contact centres to monitor because they can indicate various issues, including service level, customer satisfaction and operational efficiency.

High rates of abandoned calls

High rates of abandoned calls may suggest that the contact centre is not meeting its service level agreements (SLAs) in terms of answering calls within a certain timeframe. Frequent call abandonment can be a sign of customer dissatisfaction with the contact centre’s performance. It can also highlight inefficiencies in the contact centre’s call handling processes, prompting the need for improvements in staffing or technology.

How to manage abandoned calls

To mitigate and effectively manage abandoned calls, contact centres often implement strategies such as reducing wait times, improving IVR systems, optimising staffing levels, and providing better training for agents. The goal is to minimise abandoned calls and provide a better customer experience for callers.