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This definition is part of our Essential Guide: A guide to call center metrics
An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs. When inbound calls are abandoned, it is often because the caller is frustrated with the time on hold. When outbound calls are abandoned, it is usually because the call is disconnected by the automated dialer or automatic call distributor (ACD) when a live contact has been made but no agent was available to take the call. A predictive dialer can eliminate the problem of abandoned outbound calls.
An abandoned call may also be referred to as an "abandoned contact."
This was last updated in
July 2007
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