Abandoned Call Measurement with a SpitFire® Predictive or Auto Dialer.

Terms Used in a Call Center Environment.

An abandoned call (also known as a nuisance call) is a connect made by a dialer for which no agent is currently available, leading to abandonment of the call by the dialer. You may fine tune the availability of a live agent availability with the use of SpitFire's advanced software controls.

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You may encounter a number of different ways of measuring your own abandoned calls in practice, so before you consider the percentage level you are working with, be sure you know which measurement option is relevant. The two most common ways to measure your call abondonment rates are:

Option 1 to Measure Abandoned Calls

number of abandoned calls		100
	X
all call outcomes + abandoned calls		1

Option 2 to Measure Abandoned Calls

number of abandoned calls		100
	X
live calls + abandoned calls		1

Following legislation by the US FTC/ FCC, those dialing into the US must now use Option 1 (i.e. abandoned calls as a percentage of all calls connected to a person).

Use the following table to check your understanding of the call outcomes included in each option:

Call Outcome	Option 1	Option 2
Live Calls	Yes	Yes
Answering Machines	No	Yes
Faxes/Modems	No	Yes
No Answers	No	Yes
Busies	No	Yes
other telco issues	No	Yes

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Abandoned Call Measurement with a SpitFire® Predictive or Auto Dialer. Terms Used in a Call Center Environment.

Abandoned Call Measurement with a SpitFire® Predictive or Auto Dialer.

Terms Used in a Call Center Environment.