Calling Insights: Unanswered call rate and Average call duration for Call Center campaigns

Follow best practices while calling to ensure you comply with the telecom regulations. Get complete insight into your calling from the Analytics dashboard.

CallHub offers a calling platform and is legally bound to ensure that customers follow the best practices to maintain a high Average Call Duration and the answered /pickup rate as per the regulations. CallHub is fully compliant with the Telecom Carrier regulations and has recently updated a fair usage policy to accommodate it. The best way to encourage our customers is by providing visibility & transparency on the campaign performance. 

Average Call Duration is the ratio of total minutes across all calls / total number of calls in that period. 

Unanswered calls are the ratio of the total number of unanswered calls (including busy or failed) / the total number of calls dialed in that period.

Please keep in mind that the average call duration should be more than 20 secs and the answered call rate should be above 40%.

We made a detailed dashboard to show you more insights into your campaigns. From your account head to Analytics > Dashboard and select "Call Center Dashboard."

Here, you’ll see:

• Answer Rate trends for the chosen period
• Average Call Duration trends
• A breakdown of performance that helps you spot problem areas

 You can also download the Call Center Report to see the list of contacts that contributed to lower performance.