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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On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?
Debate Rages On About Whether Voicemails Count as Abandoned Calls
A clock is sat on a desk in front of a bored looking lady
Omnichannel – What Is an Acceptable Waiting Time?
Getting a Handle on Abandonment Rate in the Contact Centre
10 confetti
10 Bits of Best Practice Advice
Telehone receivers of different colors hanging on the green background
What Is the Difference Between an Abandoned, a Missed and a Lost Call?
waiting by phone
What Abandoned Call Targets Should we use?
 
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