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Glossary

What is Average Delay to Abandon?

Average delay to abandon is the time when a caller waits for outsourced call center professionals to receive customer calls and resolve queries pertaining to the products/services purchased. Customer waits for sufficient time before abandoning the call.

The rate of abandonment is measured in terms of percentage (%) = [Number of Calls offered – Number of Calls handled] / [Number of Calls offered] * 100.

Increase in abandonment of calls can impact the reputation of the company and bring down the ROI of the business firm. Call center service providers make use of number of tactics to reduce the abandonment rate.

By putting more staff or recruiting more professionals to sit ever ready to receive customer calls. Customers often abandon the call after listening to the recorded message of the IVR telephony system saying that “Please stay in line, our operators is busy”. One easy way to cut down the abandonment rate is to offer people the chance to leave a call-back and with the help of call back technology, agent’s callback to an agent. This approach only works where you have sporadic peaks in call demand rather than being continuously understaffed.

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