Answers: IVR abandon rate
“Does anybody know what percentage of callers abandon in an IVR before being connected to the call centre queue. Is this typically counted in call centre statistics?”
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Personally I would not include calls abandoned in the IVR. For me there has to be a starting point and it seems reasonable to start counting abandoned calls only once through the IVR. Having said that I do think it is worth keeping an eye on how many calls abandon during the IVR so you can take a view on whether your IVR is sitting well with customers i.e. is it so long customers hang up out of frustration.
Comment by Ian Ranger — 14 Jul 2008 @ 10:42 pm
[...] benefit would also be a lower abandon rate in the IVR. A recent reader asked what is a typical IVR abandon rate. While we have yet to find a definative answer, I have heard rumours that it is around 13%. It [...]
Pingback by Your opinion: Time to throw out the IVR? | Call Centre Helper — 16 Jul 2008 @ 12:48 pm
There is a discussio on call centre voice where one of the contributors has a 10% IVR abandon rate.
http://www.callcentrevoice.com/vtopicf_1_6505.htm
It also suggests that some of the IVR abandons when dialled back say that they had the wrong number.
Comment by Amy — 17 Jul 2008 @ 11:14 am
Having worked as a Team Manager in call centres and outsourced call centres in the early days (late ‘80’s) and since recruited for them (from agent to Board level) why is it that when I phone a very famous oval shaped financial company and go through a very irritating voice recognition system (which let’s face it, no one likes) I continue to get cut off every time but only after the final unrecognized question/answer. For the last 3 weeks, I have called them 2-3 times (each week) and every time, same situation. A few years ago I used to recruit for them – now I can’t get through! If I could I would explain that their technology doesn’t work.
From someone who works in their industry, I can understand why the general public get so upset – not wanting to upset the ‘egg carton’….
Comment by Ralph Hemmi — 25 Jul 2008 @ 4:16 am
Generally it is beleived that the IVR abandon rate is an average of 15%, but with heavy users of IVR such as the mobile phone companies, I would expect this to be significanty higher.
Comment by jontypearce — 17 Aug 2008 @ 8:02 pm