IVR Interactions Cost Seven Times Less than Live Calls, ContactBabel Finds
A phone call handled by interactive voice response self-service costs an average of 98 cents, more than seven times less than a live phone call, according to new research from ContactBabel.
The research, presented in the research firm's "The Inner Circle Guide to Self-Service," found that the cost of IVR interactions was also "significantly less" than those for email or Web chat.
Additionally, U.S. businesses could save nearly $15 billion each year by automating their customer identification and security processes, the research found.
And, according to the research, virtual Web-service agents can deflect 25 percent of calls and 50 percent of email away from the contact center.
Continuing demand gives these applications an impetus for improvement.