Call Center KPI Examples | Call Completion Rate

Call Completion Rate

Measure the total number of calls that are successfully connected.

KPIs & Metrics 101

Everything you need to know about KPIs to start your data driven journey

KPIs & Metrics 201

Real life business examples of KPIs and how to establish key business metrics

Formula

Successfully connected calls[within the hour, day]/Total number of attempted calls[within the hour, day]

Services

CallRail Dashboard | CallRail logo Freshdesk Dashboard | Freshdesk logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff, Manager

Overview

The Call Completion rate refers to the total number of calls that are initiated and connected successfully, in comparison to the number of calls that fail. A call failure can occur when there is an incorrect phone number, a non-answer, or a customer declines the call.

Formula

Successfully connected calls[within the hour, day]/Total number of attempted calls[within the hour, day

Reporting frequency

Weekly

Example of KPI target

75% connected

Audience

Manager, Call team

Variations

Connection rate

Completion rate