Abandoned Calls definition

Abandoned Calls means telephone calls that are connected to the grantee's general information number but the caller hangs up without being attended by a representative of the grantee or a device capable of problem resolution (e.g. placing a service request, placing a work order, directing a call to appropriate personnel, etc.). "Abandoned calls" shall in no event be deemed to include calls in which the caller hangs up within forty-five seconds of making the call.
View Source
Abandoned Calls means telephone calls where the caller hangs up before the call is answered by a Customer Services Representative, excluding any calls abandoned before entering an IVR System queue;
View Source
Abandoned Calls means the number of Customer calls offered to Retailer’s customer service representatives after the IVR ends, less the number of calls picked up and completed by Retailer’s customer service representatives; provided that if a Customer hangs up before the Customer leaves the IVR, the call shall not be considered an Abandoned Call. For purposes of clarification, if a Customer hangs up after leaving the IVR and while on hold waiting for a customer service representative, such call shall be considered an Abandoned Call;
View Source

Examples of Abandoned Calls in a sentence

  • At a minimum, the standards shall require that, on a monthly basis, eighty percent (80%) of calls are answered by a person within thirty (30) seconds, the Blocked Call rate does not exceed one percent (1%), and the rate of Abandoned Calls does not exceed five percent (5%).

  • The percentage of Abandoned Calls is determined by dividing the total number of Abandoned Calls by the total number of call attempts.

  • Agent will provide one of the Designated Representatives with a report, upon request, that will provide total calls which will include the following: IVR Calls, CSR Calls, Abandoned Calls, Average Speed of Answer (ASA) and any CSR call that could not be resolved at the point of contact.

  • Abandoned Calls On a monthly basis, there will be an average abandon rate of 2% or less.

  • All Service Levels will be calculated on an average over a calendar month All Service Credits will be payable where the failure is calculated in any one calendar month Monthly all calls answered within criteria Abandoned Calls Tickets issued Email Response For the avoidance of doubt the following are worked examples of the application of Service Credits: * Calls answered within * Seconds of receipt at the Operations Centre Switchboard.

  • Hold Time: Maximum 20% of calls placed on hold Call Back Time: 90% of all call-back within 60 minutes Abandoned Calls: Maximum 5% lost calls during normal hours E-mail: available and response within the same day Speed and Efficiency Ability to provide Face to Face Assistance with the minimum use of resources.

  • In the appropriate Calls List (i.e. Agent Calls, Abandoned Calls, etc.) in the List Module, double-clicking the telephone number of the call record causes it redial the number.

  • Service Level Monthly 30 days Abandoned Calls Monthly 30 days Busy Signals Real-Time 24 Hours Effective February 1, 2014, Service Requirements may be recalibrated thereafter and incorporated into this MOU through an amendment mutually agreed to by the Parties in writing to include any potential adjustments to Service Requirements, personnel resources, and technology solutions, based on business needs.

  • Transfer Agent will provide Company with a report twice a day that will provide total calls which will include the following: IVR Calls, CSR Calls, Abandoned Calls, Average Speed of Answer (ASA) and any CSR call that could not be resolved at the point of contact.

  • Number of Calls Abandoned Calls into the call centers that are terminated by the persons originating the call before answer by a staff person.