Call avoidance occurs when contact center representatives deliberately avoid answering customer calls or interactions on other support channels, such as live chat or email. This behavior can manifest in various ways, including agents logging into the system and entering their status as "not ready," taking excessive breaks, claiming IT issues, keeping customers on hold, or ending calls prematurely. Call avoidance can be caused by anxiety and frustration over dealing with customer complaints, burnout and fatigue from high call volume, workplace personality conflicts, preoccupation with personal distractions, or job dissatisfaction. To handle call avoidance when it happens, one should monitor call interaction KPIs, analyze avoidance behavior patterns, and discuss incidents with call center agents and implement call avoidance action plans. A comprehensive call avoidance strategy should include procedures for detecting, addressing, and preventing call avoidance. This can be achieved by developing a call avoidance policy, setting performance goals, automating call center routing, supporting omnichannel communication, and leveraging automation to reduce employee burnout that may incite call avoidance, increasing efficiency and improving customer experience.