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Resources » Align Your Interactive Voice Response (IVR) With Business Metrics and Goals

The two primary metrics that we ask about when we first meet with customers are the average call duration within the IVR, often called the average call time, and containment rate. A containment rate is the number or percentage of callers that complete their task or transaction entirely within the IVR without having to speak to a live agent.

There is a third metric that is often overlooked because it is a little more difficult to gauge, and that is the customer satisfaction rate. Surveys can help to measure customer satisfaction, but often just speaking with your agents on the floor and getting an understanding of their customer feedback can give you an idea of how satisfied your customers are with your self-service solutions.

We have been in this business for the better part of two decades, so we really understand what can affect and assist with call duration. We are familiar with the best practices around average call time as well as containment rates, but our customers find that we offer them the most value in terms of customer satisfaction and making sure that their customers have the best self-service experience that they can have.

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