HR GENIUS BLOG
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Usually contact centres measure the number of abandoned calls after they have left the IVR system, completely ignoring the number of people that abandon upon noticing they are connected to an IVR.
Even up to 20% of your customer base can immediately abandon their phone call if they notice they have to deal with IVR.
Reconsider the use of an IVR system for those operations that reach such high abandon rates!