Drop out rates will vary by type of IVR, are you talking about a call routing IVR, call routing and self satisfy or call routing or data capture (account number etc), self satisfy and call routing.
Keeping drop out to a minimum is achieved through good marketing in advance, good IVR design (clear and simple) and delivering something the customer wants.
One well known financial institution implemented an IVR that required an identifying login ID and offered self satisfy options on account information. It's MI identified an abandon rate in excess of 10% because the design was not seen as user friendly. Another institution using with a better design had an IVR abandon rate of about 2.5%.
In my own opinion there should be no acceptable level of abandon within an IVR, it is bad enough that we lose contacts through not answering a call within their expectations. That said you will always get wrong numbers/mis-dials so zero is an impossible target at initial greeting, but beyond that you should try to design out any abandonment. |