This is a common question from OSC’s and many have ideas of what they feel like is the best time to make return calls. However, so far I have not seen any factual data to provide a specific response. I had an idea that the afternoon was better – but not an exact time.

Well, a recent Marketing Sherpa study gives the following answers. These numbers are from a call center that followed up with web leads for B-to-B sales. Not quite a home, but bigger ticket items with decision makers.

  • The time during the day that had the highest contact rate was 3:00 to 6:00 PM
  • Calls should be made within 24 hours
  • Calls made on Fridays had the best contact rates

Of course, you should respond as soon as possible to any lead. However, the times mentioned above would be good to keep in mind on the follow up calls you make after you left your first voicemail a day or 2 before.

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