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