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Customer Service vocabulary · Call Centre Operations

Abandoned call

Meaning in customer service, with examples

nounCommon term

In customer service, abandoned call means: A call in which the customer hangs up before reaching an agent, usually because the wait is too long.

In Turkish: kaçan çağrı, terk edilen çağrı, yarıda bırakılan çağrı

How it is used

Call centres measure the abandonment rate, the percentage of abandoned calls, and often call those customers back. A high abandonment rate usually means there are too few agents for the number of incoming calls.

Example sentences

  1. We had 300 abandoned calls on Monday because of the system outage.

  2. The callback team returns every abandoned call within an hour.

Common collocations

  • abandoned call rate
  • abandonment rate
  • reduce abandoned calls
  • call back abandoned calls
  • queueA line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.
  • wait timeHow long a customer has to wait before an agent answers their call or chat.
  • hang upTo end a phone call, by pressing a button or putting the phone down.
  • call backTo phone someone again, or to return a call from someone who phoned you earlier.

More terms: Call Centre Operations

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