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

Home » Glossary » Predictive hang-up

Predictive hang-up


What is predictive hang-up?

Predictive hang-up refers to the event wherein a call center automatically disconnects a caller to control the surge of inbound calls. This allows contact centers to focus on the volume of the calls they’re handling at the moment.

While the system detects incoming calls and deters them from connecting to the main line, it also sends them to a queue. However, there are cases when it may be overwhelming for the agents to respond to every call. In that case, predictive hang-up is a viable solution.

What is predictive hang-up

3 ways to avoid the need for predictive hang-ups

Call surges cannot be avoided, especially during peak season and busy hours. In practice, predictive hang-ups are helpful when it comes to managing the volume of calls, much like call metering. 

However, there are times when these occurrences can have a negative impact on contact hubs. Here’s how to avoid having to disconnect callers in the queue.

Acquire more agents

By hiring more people, more calls will be handled. Although a big adjustment for the company, sometimes expansion is the better option.

The more agents are available, the more likely it is to lessen the queue and the call load each agent gets during their shift. This leads to a much more bearable workload for them.

Install a call metering system

A call metering system allows call centers to manage the large volume of calls that the system gets during peak hours. By installing this software, callers could either get queued or disconnected.

Adopt omni-channels

By expanding your customer service to multiple channels, inbound call rates would drop to a more manageable level as customers and clients could find other ways to contact your center.

Here are some common customer support channels you can implement other than the phone.


Some customers prefer having a correspondence over chat. It could be because they don’t want to talk over the phone or they want to keep a reference for the future. Nevertheless, having a chat channel can help out manage inbound requests.


Having a conversation over email is one of the most popular ways to talk to customers and clients asynchronously. One of the advantages of having an email support channel is that the external party can send attachments for the representative to go over.

Online knowledge bases

Knowledge bases are a self-service kind of customer support that can run by itself. It’s a database with information that customers can access to gain knowledge about a product or service. Frequently Asked Questions (FAQs) can be found here.

How predictive hang-ups affect call centers

The system undoubtedly affects call centers and their numbers in the following ways.

While some of these effects aren’t as ideal as others, call center systems aren’t perfect, and most of the time, they need agents to complement their features and benefits. This is one of the reasons why AI-run contact hubs are still a far-fetched concept.

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