Glossary
Abandonment
Tags: Glossary
(1) The decision of a carrier to give up or discontinue service over a route. Railroads must seek ICC permission to abandon routes. (2) This refers to people who, when placed on hold in an incoming call, elect to hang up ('abandon') the call, as in the phrase 'call abandonment'. Call centers closely monitor the 'abandonment rate' as a measure of their inefficiency.
What is Abandonment?
Abandonment
Abandonment is a term used in logistics to describe two different situations. The first situation refers to the decision of a carrier to give up or discontinue service over a particular route. This commonly occurs in the railroad industry, where railroads must seek permission from the Interstate Commerce Commission (ICC) before abandoning any routes. This regulatory oversight ensures that the abandonment of routes is carefully considered and does not disrupt the transportation network.
The second situation in which abandonment is used pertains to call centers and customer service. When customers call a call center and are placed on hold, some may choose to hang up or "abandon" the call before speaking to a representative. This act of hanging up before reaching a resolution is known as call abandonment. Call centers closely monitor the abandonment rate as a measure of their efficiency and customer service quality.
In the context of logistics, abandonment can have significant implications. When carriers decide to abandon a route, it can disrupt the transportation network and impact the movement of goods and people. Therefore, regulatory bodies like the ICC play a crucial role in overseeing and approving such decisions to ensure they are in the best interest of the overall logistics system.
Similarly, call abandonment in customer service can have negative consequences. High abandonment rates indicate inefficiency and may result in frustrated customers who are unable to get the assistance they need. Call centers strive to minimize abandonment rates by implementing strategies such as reducing wait times, improving call routing systems, and providing alternative channels for customer support.
Overall, abandonment is a term used in logistics to describe the discontinuation of carrier services over a route or the act of customers hanging up before reaching a resolution in a call center. Understanding the implications of abandonment in both contexts is essential for maintaining an efficient and customer-centric logistics system.