Call Center KPI Examples | Call Completion Rate

Call Completion Rate

Measure the total number of calls that are successfully connected.

Formula

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

Services

CallRail Dashboard | CallRail logo Desk.com Dashboard | Desk.com Dashboard 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

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