IVR/VRU Containment Rate
Definition: The number of incoming calls that are handled completely by the IVR/VRU system without assistance from a live representative divided by the total number of incoming calls, as a percentage.
Discussion: IVR Containment Rate measures the quality of the Call Center’s interactive voice response (IVR) system by looking at the number of incoming calls that are resolved by the system as a percentage of total calls coming into the Call Center. A low, or lagging, value for this Key Performance Indicator (KPI) is a clear indication that the IVR system is poorly setup, providing unclear prompts and, most likely, confusing incoming callers. To improve IVR Containment Rate, look to analyze the path (flow) that callers take through the IVR system and optimize the flow so that users are provided with the appropriate options at each step. Perform customer surveys to see what is causing confusion among customers and correct those areas as soon as possible. The problem could be as simple as unclear wording or prompts.