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Overview

Contact Rate is a vital metric in the Call Center industry. It helps determine the performance of Campaigns, Lists, and Agents.

Based on the given data, Admins can adjust or retain call management and practices to improve or maintain productivity. The Contact Rate is also an excellent method to find out which call-to-actions and Lead sources are converting more than others.

Contents

Before You Begin

This Report measures Contacts based on a call's Disposition. The system and Agents assign Dispositions at the end of a call.

  • See Add/Edit Dispositions to learn more about how Agent Dispositions are configured as a Contact.
  • See the Show Dispositions page in your Account to check the Status Type for each Disposition.
    • Click the Dispositions option in the Account main menu to open Show Dispositions.

Running the Contact Rate Report

1.) Click the Reports main menu.

2.) Click the Custom Reports menu option.

The page will open on the Affiliate Conversion Report. 

Open Custom Reports - New.png

3.) Click Contact Rate Report in the Common Reports list.

Open Contact Rate Report.png

4.) Select a Date Range in the Filter Date Range box.

  • (A) Start and End Dates fields: Allow you to enter a custom date range.
  • (B) Quick Date buttons: Allow you to auto-fill the Date fields with the range options.
    • These buttons calculate based on the current date. Use them when configuring a Saved Report to prevent duplicate metrics when the system re-runs it. 
  • (C) Time fields: Allow you to specify Start and End time hours and minutes.
  • (D) Click Apply to save your chosen Dates and Times.

Report Date Range - New.png

5.) Configure any Filters you want applied to the Report:

  • Call Types: Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
  • Users: Select from the Account Users to include in the Report.
  • Campaigns: Select from the Campaigns.
  • Queues: Select from the Queues.
  • Statuses: Select from the system and custom statuses.
  • Lists: Select from the Lead Lists.
  • Lead Data Filters: Select from the system and custom Lead Fields to filter against in the Report.
  • Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.
  • DID Reputations: Select DID Reputations to show in the Report: Flagged or Blocked by AT&T, Flagged or Blocked By Complaints (FCC), Flagged or Blocked By T-Mobile, Flagged or Blocked by Verizon, and Not Flagged or Blocked By Any. 

Add Filters - Contact Rate Report.png

6.) Click the Break Down tab to select Break Downs.

  • Horizontal Break Downs separate the data in the table based on the chosen filter.

Horizontal BD Contact Rate.png

  • Vertical Break Downs add columns to the table based on the chosen filter.

Vert BD Contact Rate.png

7.) Click the Status Group tab to configure your Connected Statuses.

Connected Statuses - Contact Rate Report.png

8.) Click the blue Run Report button.

Click Run Report - New.png

The Report will appear once it has finished processing. Admins can complete other tasks and will get a notification once it is ready.

Save Report

There are two options for saving your Reports. One version enables Admins to save the current results as a CSV file, while the other saves the criteria for re-running the Report.

1.) Click the Export to CSV button to download as a CSV file to your device.

Export to CSV - Contact Rate.png

1.) Alternatively, click the Save Report button to open the Save Report pop-out.

2.) Configure the Save Report fields:

  • (A) Name: Specify your preferred Name.
  • (B) Emails: Specify which email(s) will receive the Report.
    • i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
  • (C) Frequency: Drop-down to specify a frequency for the Report to re-run and send emails.
  • (D) Time: Specify when you want your Report to be saved.
    • If not repeating this Save, then leave it at the Default of the current time.
  • (E) Click Save when complete.

Save Report - Contact Rate.png

Reading the Contact Rate Report

The Contact Rate Report consists of a graph and a detailed table. The graph allows for visualizing each Campaign's overall performance, and the table breaks down all the metrics in the graph.

 

X-axis: Campaign Names

Y-axis: Number of Calls

Contact Rate Bar Graph.png

Graph Data

Each of these data points has a different colored bar:

  • Calls Answered Percentage: This bar represents the number of calls answered in each Campaign.
  • Contacts Percentage: This bar represents the number of calls Dispositioned as a Contact in each Campaign.
  • No Answer Percentage: This bar represents the number of calls the system marked as No Answer in each Campaign.
  • Voicemail Percentage: This bar represents the number of calls Dispositioned as Voicemail in each Campaign.
  • DNC Percentage: This bar represents the number of calls Dispositioned as DNC in each Campaign.
  • Busy Percentage: This bar represents the number of calls Dispositioned as Busy in each Campaign.
  • Success Percentage: This bar represents the number of calls with a Success Status in each Campaign.

 

Table Data

  • Calls:
    Total number of calls made by the Campaign.
  • Calls Answered
    Total number of calls answered for each Campaign.
  • Contacts
    Total number of calls Dispositioned with a Contact Status in each Campaign. 
  • Contacts Percentage
    Percentage of the total number of calls Dispositioned as a Contact in each Campaign.
  • No Answer
    Total number of calls marked as No Answer by the system in each Campaign.
  • No Answer Percentage
    Percentage of the total number of calls assigned a No Answer Status by the system in each Campaign.
  • Voicemail
    Total number of calls Dispositioned with a Voicemail Status in each Campaign.
  • Voicemail Percentage
    Percentage of the total number of calls Dispositioned with a Voicemail Status in each Campaign.
  • DNC
    Total number of calls Dispositioned with a DNC Status in each Campaign.
  • DNC Percentage
    Percentage of total calls Dispositioned with a DNC Status in each Campaign.
  • Busy
    Total number of calls assigned a Busy Status by the system in each Campaign.
  • Busy Percentage
    Percentage of the total calls assigned a Busy Status by the system in each Campaign.
  • Disconnected
    Total number of calls assigned a Disconnected Status by the system in each Campaign.
  • No Route
    Total number of calls assigned a No Route Available Status by the system in each Campaign.
  • Success
    Total number of calls Dispositioned with a Success Status in each Campaign.
  • Success Percentage 
    Percentage of the total calls Dispositioned with a Success Status in each Campaign.
  • Revenue
    Total Revenue for all Transactions in each Campaign is calculated based on data from Leadspedia when using a Leadspedia Plugin.
  • Returns
    Total number of Transactions that resulted in a Refund in each Campaign is calculated based on data from Leadspedia when using a Leadspedia Plugin.
  • Return Percentage
    The percentage of Transactions that resulted in a Refund in each Campaign is calculated based on data from Leadspedia when using a Leadspedia Plugin.

Note: The Returns and Revenue calculations are only available when using a Leadspedia Plugin. Otherwise, these columns will remain blank.

Contact Rate Table.png

 

 

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