Nothing is more frustrating to a call center operation than a “ghost” call. This is a call that comes in, but nobody is on the other end. Did the caller get tired of waiting on hold and just put the phone down? Does my service provider have a telecommunications problem? Or is my contact center platform at fault?

Contact centers are some of the most complex environments. It’s common for an interaction between caller and agent to go through 10 different systems, which in turn interact with another 20-plus systems on the back end. In my experience of running large contact centers, I’ve learned three things you can do to minimize ghost calls.

1. End-to-End Reporting — This may sound obvious, but is hard to do in reality. It starts with having call detail reports from the toll-free service provider. Then it requires gathering the logs…

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