Caller authentication rate for IVR
This measure calculate the caller authentication rate for interactive voice response (IVR), an automated system that allows automated interaction with telephone callers by way of voice and touch-tone keypad selections. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.
Benchmark Data
25th | Median | 75th |
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Compute this Measure
Units for this measure are percent.
Caller authentication rate for IVR
Key Terms
Process efficiency
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.