Call Completion Rate Metric

Measure the total number of calls that are successfully connected.

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Call Center KPI Example - Call Completion Rate Metric


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.


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

Reporting frequency


Example of KPI target

75% connected


Manager, Call team


Connection rate

Completion rate

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