IVR Benchmarking

Topic Views - 132

IVR Benchmarking
I want to know the industry benchmark for outbound call center for three key metrics namely
1. IVR Abandonment rate
2. IVR Exit rate
3. IVR Routing accuracy


Call Centre Helper

IVR Benchmarking
I've not seen figures for these so these would be guestimates

1. IVR Abandonment rate - I have heard of cases where this gets as high as 17%. I would say that 5% or so would be realistic.
2. IVR Exit rate - Not sure what you mean by this.
3. IVR Routing accuracy. Probably something like 5 - 25% of callers end up by getting routed to the wrong location - either because no option suits their case, or because they press a different button to get answered quicker.

Thank you
Thank you for your prompt response to the query.
By IVR exit rate i mean % of callers who contact IVR, may or many not perform some meaningful activity, but either opt out to a agent or error out

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question