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abandonment rate
Home » Abandonment Rate

Abandonment Rate

posted on April 16, 2022

The term “abandonment rate” relates to how many outbound autodialed or predictive dial calls are abandoned in relation to the number of calls that are answered by customers.

The abandonment rate is the rate at which calls are abandoned in relation to the number of calls that are answered by customers.

For example, if a predictive dialing campaign makes 1000 outbound calls, and 50 of those outbound calls are abandoned (i.e., the dialer connected the call to a customer, but because an agent wasn’t available, the call went abandoned), then the abandonment rate (expressed in percentage) for that campaign is equal to (50/1000)*100 or 5%.

While 50 out of every 1000 calls may not seem like a high abandonment rate, it would take that predictive dialing campaign outside of the safe harbor of the Telemarketing Sales Rule (which imposes an abandonment rate limit of 3%).


Related Definitions:

  1. Abandoned Calls Abandoned calls are calls that were answered by the phone system (such as the ACD) but never reached a call center agent because the caller either hung up (usually due to a long wait), the caller was interrupted, or the caller realized he/she misdialed and arrived at the wrong number. A high number of abandoned calls can […]…
  2. Call Pacing Call pacing is an algorithm that determines how fast (or at what “pace”) a predictive dialer makes outbound calls. A predictive pacing algorithm generally tries to predict how many customers to call. The number of customers to call is based on variables such as how many agents are available, how long calls take (to allow […]…

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