In the context of contact center call workflows, "abandon" refers to a situation where a caller terminates or disconnects a call before reaching a live agent or completing their intended interaction. It typically occurs when callers experience long wait times or frustration during the call routing process.
When a caller decides to abandon a call, they hang up before their call is answered or transferred to an available agent. This can happen at any point in the call flow, such as during an interactive voice response (IVR) menu, while waiting in a queue, or while being transferred to another department or agent.
Abandoned calls are typically tracked and measured as a key performance indicator (KPI) in contact centers, as they indicate the effectiveness and efficiency of the call routing and handling processes. The abandonment rate is calculated by dividing the number of abandoned calls by the total number of incoming calls, expressed as a percentage.
High abandonment rates can indicate issues such as long wait times, insufficient staffing, or inadequate call routing strategies. It is generally desirable to keep the abandonment rate low, as high abandonment rates can lead to negative customer experiences, decreased customer satisfaction, and potential loss of business opportunities.
Contact centers employ various strategies to minimize call abandonment, such as optimizing call routing algorithms, adjusting staffing levels based on call volumes, providing accurate wait time estimates, offering self-service options through IVR systems, and continuously monitoring and optimizing call handling processes to ensure efficient customer service.