Abandoned Call

An abandoned call is technically a call initiated to the call center which is terminated even before a conversation occurs. It is either categorized as inbound or outbound. It is an inbound abandoned call when the caller disconnects or terminates the call. It usually happens when the caller is frustrated of waiting even if a connection has already been made. Outbound abandoned calls on the other hand, happens when there is already a connection, yet the automatic dialer disconnects because there is no agent available to answer the call. To address the concern of outbound abandoned calls, a predictive dialer eliminates this problem.