Abandoned Calls

An abandoned call (or nuisance call), as used and defined by Oceanic®, is a connect made by a dialer for which no agent is available, leading to abandonment of the call by the dialer. See Measuring Abandoned Calls for the options available.

We have set a range for abandoned calls of the following:

	Min	Max
predictive dialing	1% Most predictive dialers struggle to get good performance at abandoned target levels close to 1%, hence the reason for setting this minimum	5% In most states and countries where there is any concentration of outbound dialing, legislation, codes of practice (see Dialing Rules), and media and customer pressure have all combined to limit maximum targets for abandoned calls to around 5%, and sometimes much lower. If anyone can give us genuine reasons why, in their marketplace, a rate higher than 5% is acceptable, and this would include endorsement by a national direct marketing association, or similar responsible body, then we'll extend the limit for that territory.
power dialing	0% In the case of power dialing, an abandoned call target of zero may be set, and this will have the effect of diverting all calls for which no logged in agent is available to an agent in the standby pool	5%

Min

Max

predictive dialing

Most predictive dialers struggle to get good performance at abandoned target levels close to 1%, hence the reason for setting this minimum

In most states and countries where there is any concentration of outbound dialing, legislation, codes of practice (see Dialing Rules), and media and customer pressure have all combined to limit maximum targets for abandoned calls to around 5%, and sometimes much lower.

If anyone can give us genuine reasons why, in their marketplace, a rate higher than 5% is acceptable, and this would include endorsement by a national direct marketing association, or similar responsible body, then we'll extend the limit for that territory.

power dialing

In the case of power dialing, an abandoned call target of zero may be set, and this will have the effect of diverting all calls for which no logged in agent is available to an agent in the standby pool

If you are a serious predictive or power user, you should spend a little time considering the other topics in this Abandoned Calls section.

For progressive dialing, there is no limit set in ; instead the scope for abandoned calls is limited by the predial time.