What Percentage of Callers Abandon in an IVR?


IVR phone options

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We were asked…

“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?”

I Would Not Include Calls Abandoned in the IVR

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.

Thanks to Ian.

An Average of 15%

Generally it is believed 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 significantly higher.

Thanks to Jonty

Published On: 30th Aug 2008 - Last modified: 13th Apr 2022
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