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

CallHub offers a calling platform and is legally bound to ensure that customers follow the best practices to maintain 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 actual ratio of total minutes across all calls / total number of calls in that period. 

Unanswered calls are the actual ratio of the total number of unanswered calls (includes busy or failed) / 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 unanswered call rate should be less than 40%.

We made a few additions to provide more insights to our customers, a voice insights tab under the Analytics section of your CallHub account. You might have noticed a banner on your CallHub dashboard stating:

You need to click on the "Investigate" button, and you will get routed to the Voice insights page. 

You will see the unanswered call rate and average call duration trends for the last 7 days or 30 days(whichever is applicable) and figure out a plan of action to overcome if stats are not beyond the limit. You can click on the "View Report" option to Export of list of contacts that caused this situation.