Number of inbound calls received through IVR speech as a percentage of total inbound calls
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer service, or complaints) that are received through interactive voice response (IVR) speech, 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 Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "plan and manage customer service operations" process.
Benchmark Data
25th | Median | 75th |
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- | - | - |
Compute this Measure
Units for this measure are percent.
(Number of inbound calls received through IVR speech / Number of inbound calls) * 100.0
Key Terms
Supplemental Information
Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.