Articles - Abandoned Calls

Abandoned calls are more than missed opportunities, they’re a signal that something in your customer experience needs attention. This page brings together our best guides, tips, discussions, and tools to help you reduce call abandonment and improve contact centre performance. From smarter queue management and clearer IVR menus to better forecasting and staffing techniques, explore practical ways to keep customers engaged and connected until their issue is resolved.

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Video Image: Improving Abandon Rate - From Wait Time to Win Time
Improving Abandon Rate – From Wait Time to Win Time
Video Image: Tips to Improve Call Abandonment Rates
Tips to Improve Call Abandonment Rates
Video Image: Reducing Abandoned Calls by Understanding Why
Reducing Abandoned Calls by Understanding Why
15 Proven Tactics to Reduce Abandon Rate
Person cutting the phone lines
10 Ways to Improve Call Abandon Rate
A third of callers too impatient to wait more than 1 minute
A Third of Callers Too Impatient to Wait More Than 1 Minute
What Is a Lost Call and Why They Matter
Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?
Debate Rages On About Whether Voicemails Count as Abandoned Calls
KPI and graphs on digital background with the words top cx kpis
Top 10 Customer Experience KPIs
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What Is Average Time to Abandon (ATA)?
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
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The Best Method for Calculating PCA%
Telehone receivers of different colors hanging on the green background
What Is the Difference Between an Abandoned, a Missed and a Lost Call?
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18 Simple Ideas to Reduce Your Abandon Rate
Call abandon concept with red phones hanging
How to Measure Call Abandon Rate
A picture of a hand moving blocks with people on them
50 MORE Expert Tips to Improve Contact Centre WFM
A clock is sat on a desk in front of a bored looking lady
Omnichannel – What Is an Acceptable Waiting Time?
A business woman talking on a cell phone at office building
How to Write the Best IVR Messages – With Examples
Getting a Handle on Abandonment Rate in the Contact Centre
How to Calculate Contact Centre Service Level
How to Predict Call Abandon Rates Based on Service Level
Is There a Correlation Between Queue Time and Customer Satisfaction Levels?
Image for erlang staffing calculator with screenshots of inputs and outputs
Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner
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9 Mistakes to Avoid… Contact Centre Reporting
 
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