Definition

Connect rate

Also called: Contact rate, Answer rate, Live answer rate

Connect rate is the share of outbound dial attempts that reach a live person, the main measure of how productive a calling list and dialer are.

Connect rate tells you how many of your outbound attempts end in a conversation with a person.

Connect rate = calls answered by a person ÷ total dial attempts × 100

Definitions vary, so check what a report counts. Some count answering machines as connected, which is closer to the telecom measure ASR (answer-seizure ratio: answered calls ÷ attempts). Others go further and count only right-party contacts, where the person reached is the one you meant to call.

Connect rate depends on list quality, the time of day and day of the week, the caller ID shown and its reputation, and how often the same contacts have already been called. It also sets the dial ratio: the lower the connect rate, the more lines a predictive dialer must open per agent to keep everyone busy.

OVOKY reports show connect rates per campaign, list and hour, including a heatmap by hour and weekday, so you can move calling windows to the times people answer.

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