What Is the Call Abandonment Rule for Calling Leads?

The short answer

Under the FTC's Telemarketing Sales Rule, a call is abandoned if the person answers and you don't connect them to a live rep within 2 seconds of their greeting. The rule's safe harbor, in 16 CFR 310.4(b)(4), lets you abandon no more than 3% of answered calls per campaign or per 30-day period.

The four safe-harbor steps

To use the safe harbor, the rule says you must:

1. Keep abandoned calls at 3% or less of calls a person answers, measured per campaign (if under 30 days) or per 30-day period.
2. Let each call ring at least 15 seconds or four rings before hanging up.
3. Play a short recorded message with the seller's name and phone number when no rep is free within 2 seconds.
4. Keep records that show you met the first three steps.

Why it matters for lead follow-up

Abandoned calls often come from dialers that place more calls than you have reps. If your team calls new leads that way, a fast dialer can break the rule. See what counts as an autodialer and the caller ID rules.

A simple fix

Match your dial rate to the number of reps on hand. A slower pace that connects every answered call is easier to defend than a fast one that drops people.

The FCC has its own abandonment rules under the TCPA, and Texas has its own call rules. This is general information, not legal advice. Check your setup with your counsel.

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