Abandoned call management

Increase efficiency of your outbound campaign by using our abandon call management tool.

Abandoned calls are definied by OFCOM as any call that is connected to a customer but not to an agent. Typically these occur for one of two reasons:

  • Predictive dialler algorithms are not perfect. Sometimes it will dial too many customers for the number of agents waiting. If this happens, the contact centre system will play a pre-recorded apology message to the called party, which tells them who the caller is and the reason for the call.
  • If analogue answer machine detection is being employed, it is possible that the detection algorithms falsely identify a person as an answer machine and hang up the call. In this case a "silent call" can be created which is extremely undesirable.