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Service ops

Answer rate

Percentage of inbound calls that get picked up before going to voicemail or being abandoned. Industry baseline for service businesses is 65–80%. Our clients land at 97%+ within month one.

Related terms
ASA
Average Speed of Answer — the average seconds it takes for a caller to reach a real agent (human or AI). Human reception
Missed-call rate
Percentage of inbound calls that hit voicemail or get abandoned before a human answers. Industry average: 22%. Translate
More from Service ops
ASAAverage ticketBaselineCSATDispatchHousecall ProLiftMissed-call rate
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