Comments on: Answers: IVR abandon rate http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: jontypearce http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm/comment-page-1#comment-1329 jontypearce Sun, 17 Aug 2008 20:02:47 +0000 http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm#comment-1329 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. 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.

]]> By: Ralph Hemmi http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm/comment-page-1#comment-946 Ralph Hemmi Fri, 25 Jul 2008 04:16:33 +0000 http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm#comment-946 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’…. 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’….

]]> By: Amy http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm/comment-page-1#comment-779 Amy Thu, 17 Jul 2008 11:14:57 +0000 http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm#comment-779 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. 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.

]]> By: Your opinion: Time to throw out the IVR? | Call Centre Helper http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm/comment-page-1#comment-757 Your opinion: Time to throw out the IVR? | Call Centre Helper Wed, 16 Jul 2008 12:48:03 +0000 http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm#comment-757 [...] 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 [...] [...] 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 [...]

]]> By: Ian Ranger http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm/comment-page-1#comment-726 Ian Ranger Mon, 14 Jul 2008 22:42:15 +0000 http://www.callcentrehelper.com/question-ivr-abandon-rate-1852.htm#comment-726 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. 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.

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