Report
Patient outreach benchmarks, 2026
This page will publish answer rates, opt-out rates, and call length from Rivvi's own patient outreach calls. The figures are not on this page yet. Nothing here is an estimate.
Metric definitions
- Dials
- Outbound call attempts placed
- Live answer rate
- Calls answered by a person ÷ dials (exclude voicemail detection)
- Voicemail rate
- Calls reaching voicemail ÷ dials
- Connected call length
- Mean and median seconds for calls answered by a person
- Opt-out rate
- Patients who opted out during or after a call ÷ unique patients dialed
- Transfer rate
- Connected calls warm-transferred to staff ÷ connected calls
- Task rate
- Connected calls that created a staff task ÷ connected calls
- Inbound after-hours share
- Inbound calls outside the org's business hours ÷ inbound calls
Charts
Each series stays withheld until the extract meets the cell-size rule below.
- 1
Answer rate by hour of day, one line per weekday group: Monday through Thursday, Friday, and Saturday.
- 2
Answer rate by day of week.
- 3
Answer rate by attempt number: first, second, third, and fourth or later.
- 4
Connected call length by use case: refill, annual wellness visit recall, care gap, post-discharge, and AEP callback, with a median marker.
- 5
Opt-out rate by use case and by channel, voice and text.
- 6
Share of connected calls that ended in a transfer, a task, or resolution, per use case.
- 7
Inbound: share of calls after hours and on weekends.
What to do with this
Calling windows, attempt counts, and staffing notes get written after the numbers are in.
Methodology
- Aggregate only. No organization is named without written permission. Minimum cell size of 1,000 calls for any reported slice; suppress smaller slices.
- Use patient local time for hour-of-day.
- Exclude test calls, internal numbers, and calls blocked before dialing (opted out, outside calling hours).
- Export the final metric table as CSV and publish it on the page as a downloadable file (no row-level data).
Organization count, call count, and the date range will be stated with the published table. The CSV download ships with that table, and it will not include row-level data.