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Contact Center1 MIN READ

Abandoned Before Threshold

November 14, 2020 By LinkLive System
  • LinkLive System
  • November 14, 2020

Read More: Measure Contact Center Statistics, Monitor Agent
Performance and Plan Scheduling for Peak Call Times

Abandoned Before Threshold (ABT) is the first Revenue Generation event of the call center. ABT occurs when a caller abandons (hangs up) before being transferred to an available agent. This represents an opportunity cost for the contact center because if the caller had remained in contact with a customer service representative, revenues would have increased through up-selling, cross-selling, and customer loyalty programs.

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