It connects just under 7% of its dials. Across more than 35 million outbound dials from our US client operations over the last 90 days, the median contact centrecontact center connected just under 7% of dials, the top quartile cleared 9%, and the best floor in the portfolio ran above 20%. Here is the real, anonymised data.
Median connect rate
Outbound dials analysed
Days of data
Strongest connect hour
The dataset: more than 35 million outbound-led dials and over 3 million live connects, logged on the Five9 platform between 2 May and 30 July 2026 (90 days) across a portfolio of AL Performance client operations, predominantly US consumer-dialling floors in mortgage & lending, home improvement and health insurance. All figures are anonymised aggregates; no client is named or identifiable.
90 days, a portfolio of US operations, more than 35 million dials. Rates are medians across operations, with the middle half of the portfolio shown as a band.
Live connects as a share of all outbound dials, per operation: the median floor connects just under 7%. Half the portfolio sits above that line, half below.
The 25th percentile of operations sits around 3.5% and the 75th just above 9%. The best floor in the portfolio connected above 20% of dials over the same window.
Abandons as a share of live answered calls, the way the regulators measure it, across the operations with full abandon capture. The median operation runs inside the 3% cap, and the best-run floors hold it near 1%.
In the operation's local time. Late morning and late afternoon both out-perform, with the strongest window toward 5pm local. The first hour of the day is consistently the weakest.
Success-per-connect is intentionally not published: several floors define "success" differently (sale, appointment, transfer) and the definitions are not comparable across operations.
The classic question, answered with well over ten million dials: each operation's hourly connect rate, indexed to its own 90-day average (100 = average), then the median taken across operations. Hours are each operation's local time.
100 = the operation's own average · operations with verified local-time mapping · 90-day window
Two windows do the heavy lifting. Late morning through lunch runs comfortably above the operation's average, and late afternoon runs higher still, with the strongest window toward 5pm local. The first hour of the day is consistently the weakest, and there is a real post-lunch dip around 2pm. If your floor front-loads its freshest data into the 8am hour, you are spending your best leads on the day's worst answer rates.
| Local hour | Median connect-rate index (approx., 100 = avg) |
|---|---|
| 8am | 82 |
| 9am | 86 |
| 10am | 96 |
| 11am | 104 |
| 12pm | 108 |
| 1pm | 109 |
| 2pm | 93 |
| 3pm | 100 |
| 4pm | 106 |
| 5pm | 114 |
| 6pm | 90 |
| 7pm | 80 |
Connect rates don't improve by accident. These are real weekly series from three operations in the portfolio, anonymised and rounded, showing what disciplined diallerdialer work does over a quarter.
Weekly connect rate, consecutive weeks · around a million dials a week
Whilst working with AL Performance, this very high-volume US mortgage and lending operation lifted its weekly connect rate from around 10% to peaks above 19%, at essentially unchanged dial volumes of around a million dials a week. The work behind the curve was a dial-strategy and number-hygiene overhaul. Connect rate roughly doubled inside three months.
| Week | Connect rate (approx.) |
|---|---|
| Week 1 | 9.7% |
| Week 2 | 10.1% |
| Week 3 | 12.7% |
| Week 4 | 15.6% |
| Week 5 | 16.7% |
| Week 6 | 15.5% |
| Week 7 | 16.5% |
| Week 8 | 16.5% |
| Week 9 | 17.9% |
| Week 10 | 16.3% |
| Week 11 | 19.3% |
| Week 12 | 19.1% |
Weekly connect rate, consecutive weeks · hundreds of thousands to over a million dials a week
Whilst working with AL Performance, this large US health-insurance operation doubled its weekly connect rate, from the mid-4s to peaks near 9%, following a list-strategy and pacing overhaul. Notably, the lift came whilst reducing weekly dial volume: fewer, better-targeted attempts out-connected the brute-force approach.
| Week | Connect rate (approx.) |
|---|---|
| Week 1 | 4.4% |
| Week 2 | 4.5% |
| Week 3 | 4.4% |
| Week 4 | 5.0% |
| Week 5 | 5.3% |
| Week 6 | 5.2% |
| Week 7 | 4.7% |
| Week 8 | 5.4% |
| Week 9 | 7.5% |
| Week 10 | 8.3% |
| Week 11 | 8.8% |
| Week 12 | 7.9% |
| Week 13 | 8.4% |
Weekly connect rate, consecutive weeks · tens of thousands of dials a week
Whilst working with AL Performance, this US home-improvement operation was already connecting above the portfolio median and kept pushing. Following a dial-strategy and lead-prioritisation overhaul, its weekly connect rate climbed from around 16% to above 26% at its peak, the strongest connect rate in the portfolio.
| Week | Connect rate (approx.) |
|---|---|
| Week 1 | 16.3% |
| Week 2 | 14.7% |
| Week 3 | 22.4% |
| Week 4 | 21.4% |
| Week 5 | 22.8% |
| Week 6 | 23.8% |
| Week 7 | 26.3% |
You are not stuck there. Every trajectory above started below or barely above its own benchmark. None of the fixes required new software. They required diallerdialer discipline.
Connects ÷ all dials, by week, by campaign. Most floors that think they connect 10% are counting a flattering subset. The benchmark above is the honest version. Compare like for like.
Number hygiene and rotation, campaign waterfall structure, pacing, list segmentation and dialling-window discipline. Every improvement curve on this page came from that toolkit, not from dialling harder.
Shift volume out of the 8am hour and the 2pm dip into late morning and the 4–6pm window. It is the cheapest connect-rate improvement available, same leads, same agents, better hours.
Score your own operation in two minutes with the free Five9 health check.
We run a free Five9 Health Check that benchmarks your connect rate, abandon rate and dialling windows against the numbers on this page, and tells you exactly which lever to pull first.
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