What is a Lost Call?
A lost call occurs when a customer disconnects before reaching an agent, often due to long wait times, disconnection errors, or inadequate routing. Lost calls are similar to abandoned calls but may also include technical failures.
Why Lost Calls Happen
– High hold times or call volume
– System errors or network drops
– Lack of callback options or poor IVR design
Impact of Lost Calls
– Increased customer frustration and churn
– Negative effect on service level metrics
– Missed revenue or support opportunities
Types of Lost Call Scenarios
Queue Abandonment
Customer hangs up before being answered.
Disconnection
Technical failure or drop in telecom connection.
Unanswered Call
All agents are busy and no alternative option is provided.
How to Reduce Lost Calls
– Implement intelligent call routing
– Offer callback queues or virtual hold
– Monitor hold times and staffing levels
– Test and maintain telephony infrastructure
Related Topics for Further Reading
– Abandoned Call
– Hold Time
– Callback Queue
– Queue Time
– Call Routing
