Measuring IVR Performance
Task completion rate is the metric that matters most when evaluating IVR performance and return on investment.
A Tellme Whitepaper

An interactive voice response (IVR) platform is a sizable investment and one that requires ongoing attention to ensure it delivers positive returns. Businesses need to know which IVR investments will improve caller experiences and yield desired results. Yet, when it comes to IVR improvements, a lack of information and insight has historically stood in the way of smart, bottom-line decision making. As a result, businesses have relied on indirect metrics like containment rate to assess ROI. Disparate recommendations in the industry have prevented the establishment of a standard metric, but Task Completion Rate (TCR) promises to be the metric that will provide measurable insight into IVR performance, and ultimately ROI.