Percent of Calls that were outside of the client's service area and/or capabilities provided.

Overview:

Calls - Out of Service Area & Capabilities Rate metric gauges the percentage of callers who are seeking services outside of a client's geographic service area and/or provided service offerings for options selected in the Global Filter.  This metric is crucial for assessing the efficiency of lead generation efforts, providing insights into the effectiveness of marketing channels and the quality of leads generated through phone interactions.

Data Sources:

Engagement Calls 2.0

Formula:

Calls – Out of Service Area & Capabilities / Calls – Leads