Customers who abandon their engagement before it is completed.

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There could be many reasons for this, and it is a problem for contact centers as it lowers revenue, is abortive time for agents and frustrates customers. Very often it is due to a fault, an overly complex checkout procedure or the customer simply gets tired of waiting in a queue.

It is often a key target for contact centers to reduce call drop-outs and chat can help reduce this.

Read more about web chat