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Reply To: Abandoned Calls

Concourse Group

What call handling is provided during hold time–music, voice recording, keep-alive beeps, silence? If silence, you are lucky they hold for 11 s. Your abandon time is much shorter than I would expect for such a large call center, though you say nothing about what kind of call center you run. Comparative empirical abandon times are closer to 90 s for call centers of similar volume. They play music and recordings on hold.