How is Burn Rate Calculated?
Burn Rate = (Non-Billable Calls ÷ Total Connected Calls) × 100
Non-Billable Calls: Calls that connected but were too short, hung up, or otherwise did not meet billing requirements.
Total Connected Calls: All calls that were answered and connected to an agent.
Why Does Burn Rate Matter?
A high burn rate means many calls are being wasted or mishandled (e.g., agents hanging up too quickly).
A low burn rate means most calls are handled properly, increasing the chance of payment from publishers.
Example
If an agent connects to 100 calls, but only 60 qualify as billable:
Burn Rate = 40%
This means 40% of calls were “burned” and generated no revenue.
Tips for Managing Burn Rate
Monitor burn rate regularly to spot call handling issues.
Coach agents on avoiding premature hang-ups or mishandled conversations.
Aim for a lower burn rate to ensure higher call quality and stronger revenue potential.
📌 Quick Takeaway:
Burn Rate tells you what percentage of connected calls fail to generate revenue. Lowering it improves both quality control and earnings from publishers.