Contact Rate Report - Shows the ratio between all calls and agent answered/success leads.
Contact rate is a vital metric in the call center industry. It helps determine how well the campaigns, lists and agent techniques are performing. Based on the given data, one 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.
How to Access the Contact Rate Report:
• From the Convoso Dashboard, click on Reports and select Custom Reports from the drop down
• Under Common Reports, click on Contact Rate Report
• Click Run Report
Here is a sample graph results of the information available in the Contact Rate Report
Here is a sample tabled results and reference to the data columns available in the Contact Rate Report
|Calls||Number of calls made through the campaign/list|
|Answered / Answered%||Number/Percentage of calls that were handed off to the agent regardless of disposition|
|Human Answered / Human Answered %||Number/Percentage of calls that were handed off to the agent but was tagged with a Human Answered disposition|
|No Answer / No Answer %||Number/Percentage of calls where the lead did not answer the call|
|Voicemail / Voicemail %||Number/Percentage of calls with AA (Answering Machine Detected) status|
|DNC / DNC %||Number/Percentage of calls that were tagged as DNC|
|Busy / Busy %||Number/Percentage of calls with tagged with B (Busy) status|
|Disconnected||Number of calls tagged with DC (Disconnected) status|
|Success||Number of calls that were handed off to the agent but was tagged with a Success disposition|
|Success %||Percentage of calls that were handed off to the agent but was tagged with a Success disposition|
|Revenue||Revenue for all transactions ***|
|Returns||Transactions/Leads/Calls that have been returned for a refund ***|
|Return %||Percentaige of Transactions/Leads/Calls that have been returned for a refund ***|
*** - Usable if Leadspedia Integration is enabled. Data for these columns can be filled in with the information from Leadspedia.
Note: Leads that were tagged as DNC- Do Not Call is added as Human Answered.