Abandoned Call

Abbreviation:  

The term indicates [[call]]s that are being hung up by [[customer]]s that were waiting in [[queue]] before they reach the [[customer representative]]. Especially in [[call center / contact center]]s with long queue times, the number/ratio of abandoned calls increases. To avoid this situation, good resource planning should be done and queue times for customers should be minimized. Some companies share the average queue time with their customers, allowing them to leave a [[call-back]] request that the company can follow-up after the relevant intensity has decreased.

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