* Is High or Low Best: Higher is Better
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.
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.
Two values are used to calculate this KPI: (1) the number of inbound customer calls that are handled and resolved within the IVR or VRU system, and (2) the total number of calls routed through the IVR or VRU system over the same period of time. Calls handled within the IVR or VRU system should be counted as those where the customer completes their desired action (e.g., check account balance, check order status, pay bill, etc.) within the system without the need to speak to a live representative. Include only inbound calls in this calculation.
(Number of Calls Resolved within IVR or VRU System / Total Number of Inbound Calls) * 100
The number of inbound calls that are resolved by call center representatives on the first contact without the need for transfer or subsequent contacts as a percentage of the total number of...
KPI Type : Service
Formula : (Number of Calls that are Resolved on First Contact / Total Number of Calls Handled) * 100
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