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Abandoned Calls

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  • #32505 Reply

    We have 5 sites using ASPECT switchs, our average monthly call volume is 10 million calls, Our Abandoned rate is 1/2 a million call a month, we are not measuring any calls less than 2 seconds but We wanted to know why the calls are abandoning after 11 seconds (90% of these abandoned calls happen after 11 second hold time), I need the experts opinion on how to trace abandoned calls, We have InterQue in place by using 5 ASPECT ACDs and 3 ROLM PBXs. any help you may give on how to trace calls or a strategy I should be adopting in fire fight this problems, also If you can share the components that cause a Call to abandoned other than customer hang ups. Thank you all

    Please note that our blocking ration .001%


    #32506 Reply
    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.

    #32507 Reply

    It depends on what type of business you run. What type of calls do you receive? In my business, I receive calls from people who are also running their business and often they have to hang up before we can answer their call because a customer pulls them away from the phone. Analyze your caller types to determine if the answer is similar to mine.

    #32508 Reply
    Simon Bright

    Have you checked the occupancy times for all trunks. If you spot one that is a lot less than the average you could have a faulty trunk. Poor or one-way transmissions could cause abandons. So could false answers where the call is accepted and then immediately rejected due to channel state signalling faults.

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Reply To: Abandoned Calls
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