We track the calls abandoned by half hour and by threshold of abandon. However we would like to track each abandoned call in our center and try and call back the customer whose call we were not able to handle. Is there a facitlity int he market where we can record the customer’s calling number and then use the available time to call back those customers whose calls we abandoned ?
This capability will depend on what CRM and dialler reporting tool you use.
With a Predictive Dialler, there is always the possibility of abandoned calls. These abandoned calls are all classified as a “connection” for billing purpose by the telco, however you may recycle these calls if you are using any automated dialler with recycle capability.
In my country a call that is answered by a voice-mail or answering machine (or Fax or modem) is classed as a connected call and the carrier imposes his charges. I think all carriers will do the same, its not their fault a machine answers and it still uses their lines/channels