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