CallPalAnswer rate
Answer rate is the percentage of outbound dials that are answered by a person, calculated as answered calls divided by total dials. Voicemail pickups are excluded — counting them inflates the figure and hides the thing the number exists to measure.
It is the first number worth watching on an outbound team, because it responds to things a team controls: which list is being called, what number is being presented, and what time of day the calls go out.
It is not the same as connect rate, which some teams define as reaching the specific person they intended rather than anyone at all.
A falling answer rate on an unchanged list usually means the number being presented has started being labelled as spam, not that the list has gone cold.
Related terms
- Connect rateThe share of dials that reach the person you were actually trying to reach.
- Abandoned call rateThe share of answered calls with no rep available to take them.
- Call dispositionThe recorded outcome of a call — what happened, in one field.
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