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.