Lost calls or missed calls are commonly used terms in call centers. They are often mistakenly interchanged with abandoned calls or dropped calls when referring to an unanswered call. However, regardless of the terminology, any of these types of calls can significantly impact a business's reputation, revenue, and customer feedback.
This comprehensive guide will delve into the distinctions between these call types and their implications in a call center environment. Gain a clear understanding of each term and their unique effects on your business.
If you're seeking a clear distinction between lost calls and missed phone calls, here's what you need to understand:
Only five calls can be received simultaneously in a call center scenario with five channel lines. Consequently, any sixth or subsequent call will be lost since it cannot connect without an available channel line.
However, if there is a free channel line and a call arrives, but none of the agents answer, it will be classified as a missing call.
Now, let's delve into the details and gain a deeper understanding of the distinctions between lost calls and missed calls.
As mentioned earlier, a lost call occurs when a customer fails to reach an agent in a call center. While limited channel lines are the main cause of lost calls, other factors must also be considered.
Involuntarily lost calls occur when the call center lacks channels. However, intentional call abandonment can happen when either party hangs up before the call is answered.
Technical errors can also result in lost calls. Even if the call center has sufficient channel lines, technical failures can lead to dropped calls. These minor glitches can escalate into major mechanical failures and disrupt work operations if not addressed promptly.
In summary, the term "lost call" encompasses any call where the customer cannot connect with an agent. This includes instances where:
In a call center, a call is considered "missed" when it goes unanswered by any of the call center agents. Unlike a lost call that fails to connect, a missed call does reach the center but remains unanswered.
It's important to note that for a call to be classified as missed, it must ring at least once without being answered. Sometimes, voluntarily rejected calls are also counted as missed calls.
Additionally, every call has a designated ringing time. If the call exceeds this time and no one answers, it is marked as missed.
Another scenario for a missed call occurs when a new agent cannot answer the call because the previous agent is still engaged in a conversation. Consequently, when the old agent finishes their call, the incoming call is already missed.
It's worth mentioning that a lost call can be considered a missed call if either the customer or the agent hangs up during the welcome message. However, if the call reaches the IVR menu or the waiting queue before being disconnected, it is classified as a lost call.
Lastly, blind transfers contribute to missed calls. This occurs when an agent transfers a call to another agent without confirming their availability. If all other agents are occupied and the call remains in the waiting queue, these unanswered calls will eventually be marked as missed.
To summarize, a missed call in the call center occurs when it goes unanswered or is rejected. There are several reasons for a call to be missed, including:
Take a look at this table to easily grasp the main distinctions between the two.
| Lost calls | Missed calls | |
| What is it? | Fails to land in the call center | Lands in the call center but is not answered |
| Primary reason | Limited channel lines | The agent doesn’t answer or reject the call |
| Other reasons | The call hung up before it was answered The customer or agent ends the call before the interaction is complete Technical errors | Not answered or rejected (voluntarily/involuntarily) by agents The call reached the maximum ringing limit Blind call transfer |
| Condition | Ringing is not required, as any call failing to land in the center would be counted as lost | Ringing is a must for a call to be missed |
Lost calls, abandoned calls, and dropped calls are distinct terms frequently misunderstood.
After learning about lost and missed calls, it's important to understand the meaning of dropped and abandoned calls. Let's briefly explore abandoned and dropped calls and their distinctions from lost and missed calls.
Abandoned calls are often confused with lost calls, but there is a distinct difference. In both cases, the agent and customer interaction remains incomplete. However, abandoned calls occur when the caller hangs up before the agent can answer.
In contrast, a lost call can fail to connect for various reasons such as limited channels or technical errors, and it includes cases where the call ends before it is answered. On the other hand, abandoned calls refer to instances when the customer hangs up before the call is answered.
To clarify, abandoned calls are a subset of lost calls but specifically require the customer to hang up before the call is answered. If the agent ends the call, it would be classified as a lost call. While lost and abandoned calls share similarities, abandoned calls focus on customer-initiated disconnections.
Dropped calls occur when a call fails to connect to the call center due to technical issues. This type of lost call can result from errors on either the agent's or customer's end, often stemming from poor signals or congested networks.
Today, dropped calls are increasingly prevalent and can significantly impact business revenue if left unresolved. Monitoring and identifying whether calls are dropping from the customer's or agent's side is crucial. A higher rate of dropped calls indicates a system fault that requires immediate attention and resolution.
Stay proactive and address these issues promptly to maintain optimal call center performance.
Lost, missed, abandoned, and dropped calls can be confusing. To clarify, here's a quick distinction:
Every missed or lost call can significantly impact your business's image and customer reviews. It's crucial to take action when the number of call failures is high.
To reduce missed or lost calls, focus on minimizing queue wait times to prevent customers from becoming impatient and hanging up. Providing regular updates on estimated wait times can also help keep them engaged. Additionally, tracking lost calls and arranging callbacks ensures customer satisfaction.
At our company, we prioritize excellent customer service and aim to answer every call promptly. We specialize in improving communication, enhancing the customer experience, and maintaining a positive business image. Contact us to make every call count and provide the best service to your customers.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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