• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Abandoned call

Abandoned call


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.

What is an abandoned call

Missed call vs. Abandoned call

Abandoned calls differ from missed calls in various ways.

To make it simple, a missed call is when a customer call reaches at least one agent, but no one answers. It may occur during the first call or when the agent does a blind transfer to another unavailable line.

Missed calls can also occur when the caller suddenly hangs up during an agent’s welcome message.

On the other hand, an abandoned call happens when the customer drops the call before it reaches an agent. This occurs when the caller gets bored with the long wait time.

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.

Calculating abandoned calls

Abandoned calls are measured using the abandoned call rates or abandonment rate metric. This KPI measures the number of calls terminated before a conversation occurs over the total number of calls in a week or month.

The abandoned call rate is calculated through the following formula:

Abandonment rate = (number of calls received – number of abandoned calls) / total number of calls

Based on a benchmarking report by Talkdesk, call centers had an average abandoned call rate of 5.91% in 2021.

Industry standards still state that an ideal contact center should maintain an average abandon rate between 5% and 8%. This is to ensure customer satisfaction and loyalty.

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, 450+ podcast episodes, and a comprehensive directory with 3,900+ 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.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image