Call Completion Rate
Measure the total number of calls that are successfully connected.
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Formula
Successfully connected calls[within the hour, day]/Total number of attempted calls[within the hour, day]
Services
Role
Employee/Staff, ManagerOverview
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
