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The understanding about what “abandoned calls” means for call centres

“Abandoned Calls” and prohibited by most telecom providers and regulators of the telecoms industry.

Agan the subject has come up with call centre customers. “Abandoned Calls”, “Call Blasting”, “Missed Calls”, this is all prohibited call traffic, which is not approved by any telecoms regulator and Ofcom have now banned it.

As of March 2017 Ofcom announced 0% toleration on Abandoned Call Traffic.  Even the carriers are now suspending telecoms providers accounts, if they detect hundreds or thousands of abandoned calls of less than 5-7 seconds in call duration.

Normal predictive dialler traffic call process is; number dialled call is answered, then the call is diverted to an agent.

Many telecoms carriers are setting CPS limitation of 1-10 calls per second to stop prohibited call blasting of hundreds of abandoned calls per second. Call centres, if you set you call duration for dialling to 20 seconds per call, you can send hundreds of calls and the CPS limitation is ignored, but sending hundreds of 5-7 second hang up calls, makes no sense and now the carriers are penalising and suspending accounts and the regulators are fining companies which allow this prohibited practise.

The ideal settings for you outbound dialers should be:

  • Calls: 1000
  • Voice Detection: 5 seconds
  • Voicemail Detection: 15 seconds
  • Call Duration: 18 seconds

Stick to these settings and you can send hundreds of calls, as each call will be detected as standard call and not an “Abandoned Call” and the CPS limitation will dismiss these.

So rather than limit the ports we limit the CPS – Calls Per Second, which means you have greater capacity for outbound calls, but protects our company and keeps us in line with Ofcom regulations.

Play by the rules and this keeps everyone happy!

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