IVR/VRU Containment Rate
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring IVR/VRU Containment Rate. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is IVR/VRU Containment Rate?
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 over the same period of time, as a percentage.
Why should IVR/VRU Containment Rate be measured?
This KPI measures the effectiveness and usability of the call center's Interactive Voice Response (IVR), or Voice Response Unit (VRU) system. A high rate of calls handled and resolved entirely by these systems reduces the volume of calls routed to agents, thus reducing costs and, in many cases, improving customer satisfaction. A low rate of calls handled within the IVR/VRU system typically indicates that the system is not configured in a user-friendly manner, and/or simply that it is not possible for customers to complete certain simple transactions (e.g., check account balance, check order status, pay bill, etc.) through the system.
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