Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.
Proposed Solution
Introduce an Outbound Answered Call Percentage metric:
Definition:
Answered outbound calls ÷ total outbound call attempts × 100
Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metrics
Value
Provides more accurate insights into outbound effectiveness and agent performance.
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