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?”
Free newsletter
Poll
Battle of the sexes.
Our call centre employs...
Our call centre employs...
Recent Comments
- Peter Laurie on Coaching in the call centre
- Jacqui Bower on Coaching in the call centre
- gagz on Sky opens new contact centre creating 350 jobs in Leeds
- parveen on The Top 10 Call Centre Software
- Wayne Dorey on Sky opens new contact centre creating 350 jobs in Leeds
Job of the Week
Most popular articles
- Seven ways to improve efficiency in your contact centre
- Top 5 ways to improve attrition in your contact centre
- Incentive schemes that work
- Open questions
- Five phrases a Call Centre Manager should never use
- Ten tips to improve listening skills on the telephone
- How do I - manage negativity to change?
- Confessions of a Contact Centre Agent - the results
- Can your agents eat and drink at their desks? - The feedback
- Are your agents fresh and focused for each call?
Latest subscribers
- Operational Performance Manager - Central Networks (Monday 01 Dec)
- Corporate Sales Manager - Lucy Walker Recrutiment (Monday 01 Dec)
- Customer Service Manager - Carpetright (Monday 01 Dec)
- Resource Planning Manager - MFI (Monday 01 Dec)
- operations manager - sitel (Saturday 29 Nov)
Classified Adverts
Start up and operation comprehensive documents and templates for your call center. Ready and easy to use.
www.steptocallcenter.com
If you never seem to have enough staff on a Monday morning - see how we can help you
www.rostrvm.com
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