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Glossary

What is Predictive-Hang Up?

Predictive-hang up is the process of automatically disconnecting the calls in inbound call centers.  Whenever a customer or prospects tries to contact a call center, and no agent is available to receive the call, then predictive-hang up process ensures that the call gets automatically aborted during the process.  Predictive-hang up makes customers think that their calls are disconnected because of some technical issues or network problems on their ends.  This way, call centers ensure that customers do not have to unnecessarily wait for their calls to get connected in the situations when agents cannot pick up the calls.

This certainly helps in handling peak call traffics, and therefore, businesses ask their outsourced call center partners to make use of predictive-hang up systems.  Call centers embrace predictive-hang up technologies primarily to tackle the situations when large number of phone calls are in queue, and it is a bit impossible for agents to answer every call.  Not only this, it is also used when a large number of agents attend team meeting and training sessions, and they cannot dedicate time to attend calls from customers.  Predictive-hang up is such an important technique that can help call centers in ensuring efficient solutions to customers at the right time.

A call center which does not use predictive-hang up might have to force their customers to wait in queue for long duration before agents get free to answer those calls.  This obviously leads to better experience to customers, as most customers get frustrated when their calls are in queues.  Customers mostly do not prefer listening to recorded messages which inform them about unavailability of customer care executives, and this simply can spoil a company’s rapport with any particular customers.  Those recorded messages make the customers feel less valuable to businesses, and they often switch brands because of that.  Therefore, inbound call centers must use predictive-hang up systems.

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