Abort reasons

What abort reasons show

The abort reasons analysis shows why calls end early. It helps you distinguish whether a call failed due to content, timing or a clear rejection. In this way it adds the cause to the plain outcome distribution.

The abort analysis is included from the Pro plan onwards.

Typical abort reasons

Calls can end for different reasons. Common categories are:

• the contact hangs up early;
• the contact clearly states a stop or opt-out request;
• the contact has no time and asks for a later moment;
• the contact is not responsible;
• the call ends after an unhandled objection.

A clear stop or opt-out request is not a case for optimization but must be respected. How the agent handles this is described in opt-out and stop requests.

Using abort reasons correctly

Separate avoidable from unavoidable aborts. Early aborts after the opening often point to an opening that is too weak. Aborts after a particular objection point back to the objection analysis. Aborts due to a lack of time can often be softened with callbacks.

Hinweis: The abort analysis is available from the Pro plan onwards. A respected stop request is a correct call result, not a fault of the campaign.

Common questions

Is a stop or opt-out request an avoidable abort?

No. A clear stop or opt-out request must be respected and is a correct call result. It should not be treated as a case for optimization. Avoidable aborts are early hang-ups after a weak opening or after an unhandled objection.

How do I tell avoidable from unavoidable aborts?

Look at where the call ends. Aborts right after the opening point to the opening, aborts after an objection point to the objection handling. Aborts due to a lack of time can often be softened with a callback.

Related topics

• Objection analysis
• Opt-out and stop requests
• Call outcomes