Answer, connect,contact: the right way.
Enter your dials, the dials that rang, answers, live connects and calls with a real outcome to get answer rate, connect rate and contact rate. Each is divided by dials that actually rang, not every dial, so a technical failure is never counted against your list, while failed dials still show in your totals.
Answer rate = answered ÷ dials that rang. Connect rate = answered by a person ÷ dials that rang. Contact rate = calls with a real outcome ÷ dials that rang. Dividing by dials that rang, not every dial, keeps a technical failure from being blamed on your list. Dials that never rang still count in your dial totals and costs.
Questions people ask
What is the difference between answer, connect and contact rate?
Answer rate counts any pickup. Connect rate means different things at different vendors, often the same as answer rate, so here it counts pickups by a person. Contact rate counts calls that produced a real outcome with the person, rather than just being answered.
Why divide by dials that rang?
A dial that fails before it reaches a phone gave nobody a chance to answer. Leaving it out of the rate stops a carrier or technical problem looking like a bad list.
What is a good contact rate for cold calling?
It varies by list and industry, so measure your own and compare month to month rather than against someone else’s average.
DialerSeat divides by dials that rang in the same way, and its contact rate counts calls the agent marked closed, appointment, not interested or do not call.
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