Definition
Missed call rate is the number of unanswered inbound calls divided by all inbound calls in a period, usually shown as a percentage.
How to calculate it
Count the calls for a period and count how many were missed, then divide. Twelve missed calls out of 80 is a missed call rate of 15 percent. You can work it out for the whole agency, for one tracking number, or for a time window such as the last week of an enrollment period.
Why it matters more than most metrics
You pay for a call whether or not anyone answers it. A caller who reaches voicemail on a health-plan question often calls the next agency on the list. Missed calls also spoil cost per call comparisons: a source can look cheap while quietly losing its callers. The rate is usually worst at peaks, such as the final days of open enrollment, when staff are already on the phone.
Where VereTel helps
VereTel logs missed calls as well as answered ones. The desk can filter the call list to missed calls by date range, so you can see when and on which number they happened. Status depends on the carrier reporting whether the forwarded leg was picked up. VereTel does not call anyone back, send alerts to your agency about missed calls, or store voicemail. What you do with the list is up to you.