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?”
Tweet30 Aug 2008
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Comments on: Answers: IVR abandon rate
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.
Posted 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 [...]
Posted 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.
Posted 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’….
Posted 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.
Posted by jontypearce — 17 Aug 2008 @ 8:02 pm
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