What is No Answer Rate?
No answer rate refers to the percentage of calls that go unanswered—either because a customer doesn’t pick up or an agent fails to respond within the expected timeframe. It’s most commonly tracked in outbound dialing and callback efforts.
Why It Matters
– Affects campaign effectiveness and conversion
– Wastes time and resources on unproductive dials
– Impacts customer satisfaction if inbound calls are missed
Types of No Answer Scenarios
Outbound No Answer
Customer does not answer outbound dialed calls.
Inbound No Answer
No agents are available, and the call disconnects or times out.
Callback Miss
A scheduled callback attempt receives no answer.
How to Reduce No Answer Rate
– Use local presence dialing to improve pickup rates
– Call during optimal time windows
– Ensure agents are available before dialing
– Offer voicemail or SMS follow-ups
Related Topics for Further Reading
– Predictive Dialer
– Callback Queue
– Dialer Settings
– Outbound Call
– Call Completion Rate
