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IVR Benchmarking

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swapnil agrawal

IVR Benchmarking

Hello
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

02 Jun 2017 12:15:23

Jonty Pearce

Editor

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.

02 Jun 2017 17:41:17

swapnil agrawal

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

05 Jun 2017 05:31:36