CallPalAbandoned call rate
Abandoned call rate is the percentage of outbound calls that are answered by a person but have no agent available to speak to them, so the call is dropped. It is a side effect of [predictive dialing](/glossary/predictive-dialer), which deliberately places more calls than it has reps to handle.
From the recipient’s side an abandoned call is silence followed by a hang-up. It is the single behaviour most responsible for the public reputation of outbound calling.
It is also regulated. US telemarketing rules cap abandonment for covered calls and require a recorded identification message when it happens, and other jurisdictions impose their own limits.
A power dialer has no abandoned call rate, because it never places a call without a rep already on the line. That is the trade for lower rep utilisation.
Related terms
- Predictive dialerDials several numbers at once and connects whoever answers to a free rep.
- Power dialerDials one number per rep automatically, with the rep already on the line.
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