Call centers use the terms "lost calls" and "missed calls" to describe unanswered calls. The terms "abandoned calls", "dropped calls", and "lost calls" are used interchangeably when discussing unanswered calls, and all of these events can negatively affect business reputation, revenue, and customer feedback.
This guide provides complete information about different types of unanswered calls and their effects on call center operations. We explain what makes them different and how they impact your organization.
If you're seeking a clear distinction between lost calls and missed 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 missed 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. In contrast to a lost call—the one 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, the old agent completes their call before the incoming call reaches the customer.
The system identifies a call as missed when either party ends the call during the welcome message. However, when customers reach the IVR menu or waiting queue before their call gets disconnected, the system identifies it as a lost call.
The practice of blind transfers leads to missed calls in the system. Agents perform blind transfers when they send calls to other agents without first verifying their status. The system will mark all unanswered calls as missed when all available agents are busy and the calls stay in the waiting queue.
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—these are distinct terms that are frequently misunderstood.
Once you’ve learned about lost and missed calls, it's time to understand the meaning of dropped and abandoned calls. Let's briefly explore the distinctions between abandoned and dropped calls and their differences from lost and missed calls.
The terms "abandoned calls" and "lost calls" describe different situations. In both situations, the agent and customer fail to complete their interaction. The agent remains unavailable to answer when customers terminate their calls during abandoned call situations.
The term "lost call" describes situations where calls fail to establish a connection because of insufficient channels or system malfunctions, and also includes cases where the call ends before reaching an agent. The term "abandoned call" describes situations when customers disconnect their calls before agents can answer them.
The definition of abandoned calls includes lost calls but requires customers to terminate their calls before agents can answer. If the agent ends the call, it would be classified as a lost call. What sets abandoned calls apart from other categories is that they specifically track instances when customers choose to end their calls before an agent has a chance to answer.
The failure of technical systems to connect calls to the call center results in dropped calls. The failure of lost calls to connect occurs when either party experiences network problems or signal loss because of network congestion.
Business revenue faces substantial damage from unresolved dropped calls, which have become more common in today's environment. The identification process must determine which side of the call connection fails when calls drop. System faults that need immediate resolution become evident when dropped call rates increase.Your call center performance will suffer if you don’t handle these problems right away.
Understanding lost, missed, abandoned, and dropped calls can be confusing. To clarify, here's a quick distinction:
Every instance of unanswered calls has a negative impact on your business reputation and customer feedback. Your business needs to take immediate action when call failure rates reach high levels.
The solution to minimize lost and missed calls involves shortening wait times in queues because impatient customers tend to disconnect their calls. Providing regular updates on estimated wait times can also help keep them engaged. The practice of tracking lost calls and scheduling return calls helps organizations achieve customer satisfaction goals.
Simply Contact provides exceptional customer service solutions that create positive customer experiences and build a strong business reputation. For us, every call counts. We’re focused on delivering support that helps you achieve maximum value from each call while delivering excellent results to your customers. 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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