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MyOperator / Blog / Glossary / Answer Rate 

Answer Rate 

Answer rate is a benchmark needed to monitor the performance of a call center. It is measured by the number of calls answered compared to the number of calls received in a business setup. 

Why is answer rate considered to be a key metric in customer service? 

Organizations with higher answer rates are considered to be more efficient in driving customer-centric problems than the ones with low answer rates. You can ensure high answer rates with tools like Interactive Voice Response or IVR, Cloud calling systems with Toll-free, chatbots, social media live chats, etc. 

The key objective is to ensure zero-miss incoming calls coming from customers or prospective customers. If your answer rate is on the lower scales, then it’s a clear indication that you need to revamp your call agent staffing or evaluate your call center’s performance on a regular basis to ensure better outcomes. 

Formula for answer rate: 

No.of calls answered/No. of calls received

How to get the data for answer rate? You can easily get access to all your call agent’s status and recordings on a single platform with the help of a call management system. The best part is even small-sized businesses can easily manage such systems on their laptops and phones with cloud-based phone systems like MyOperator.

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