Home » Glossary » Abandoned call

Abandoned call

Definition

What is an abandoned call?

An abandoned call is a sort of terminated communication to a call center before a dialogue can occur.

When incoming calls are dropped, it’s usually because the caller is irritated with the length of time they’ve been on hold.

When an outbound call is abandoned, it is usually because the automated dialer or automatic call distributor (ACD) disconnects the market when a live contact is made, but no agent is available to receive the call. Abandoned outbound calls can be solved with a predictive dialer.

a laptop computer sitting on top of a table
What is an abandoned call?

Common reasons for abandoned calls

Abandoned calls are inevitable in a call center. They happen whether we want them to or not. Among the common reasons for abandoned calls are:

  • The caller could not contact the agents in the line or on the IVR.
  • The caller hung up before leaving voicemail after being routed to voicemail from the waiting queue without being directed to an agent (through voicemail IVR option).
  • The caller hung up in the Welcome Greeting or the After Hours IVR after calling outside business hours. 
  • Poor performance caused by a small number of employees who are inadequate to provide quality service.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.