Measuring Abandoned Calls

Oceanic® provides two options to choose from for measuring abandoned calls. If you are planning to use predictive, power or progressive dialing, you should select the appropriate option from Abandoned Call Definition... in the Options menu (Fig. 1), before you run any campaigns.

Fig. 1 - Measuring Abandoned Calls

Use the following table to check your understanding of the call outcomes included in each option

Call Outcome	Option 1	Option 2
Live call	Yes	Yes
Answering machine	No	Yes
Fax/ modem	No	Yes
No Answer	No	Yes
Busy	No	Yes
Other telco	No	Yes

Selecting an option

Although both options are used in practice, increasingly Option A is seen as the right way to measure abandoned calls. If you are not sure, talk to your local direct or telemarketing association for their views or code of practice (see Dialing Rules), or try one or more of the main dialing vendors in your territory. Failing that, stick to Option A.

This is a global setting and will apply to all campaigns you run, unless you change it, by going to the Options menu.

See also Preview Dialing for what happens to the abandoned call percentage when you put preview agents into a predictive campaign.