Hang-up a call
What does hang-up a call means?
Hang-up a call is the action to terminate a telephone call during the conversation or when it is finished.
Within call center services sometimes calls are hang-up before being served. This can happen for several reasons and the call can be ended by the caller, by the agents supposed to serve the call or it can be aborted accidentally for technical issues. You can keep abandoned calls under control by analyzing the call abandonment rate, which can give you crucial information to understand why this happens.
For example: if many calls are hang-up by the callers, it can be either an issue related to the waiting time that is too long or the Interactive Voice Response which is not helping the customers in the way it should. Both cases can impact negatively on customer satisfaction.