IVR/VRU Containment Rate

IVR/VRU Containment Rate

KPI Details

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.

KPI 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 over the same period of time, as a percentage.

KPI Best Practices

• Clear and easy to understand options in IVR/VRU system
• Button-press analysis used regularly to optimize call routing path
• IVR Technology allows users to perform simple transactions without assistance
• System has options for multiple languages for call resolution

KPI Calculation Instructions IVR/VRU Containment Rate?

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.

KPI Formula :

(Number of Calls Resolved within IVR or VRU System / Total Number of Inbound Calls) * 100