Table of Contents
1  Intr oducti on   3
2 High v olumes and abandon ra te  4
3  Cost  of  abandoned calls   6
4 The agen t sa ti sf acti on/a bandon rate correl at io n  7
5 Solu ti ons   9
6  Call av oidance   9
7   Expect ed spik es 10
8  Unexpect ed ev ents     11
9  Risk miti gati on    12
10 Case st udie s   13
11 C onclusion   20
Figure 1   Aba ndoned calls cu rv e  4
Figure 2 A gen t/ hold ti me rati o 5
Figure 3 Aba ndoned calls rela te d  to  call v olume   6
Figure 4 Cost  of hi gh call v olumes   7
Figure 5 Aba ndoned calls recalled  7
Figure 6 Real call v olume  8
Figure 7  Retailer contac t ce nt er  ar chit ectu re   14
Figure 8 Medical  in fo rmat ion cent er  to pology   17
Figure 9  Public ut ili ty  to polog y  19

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