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The document shows IVR containment rates for various support organizations from 2013 to 2017. GoBank saw significant improvements in their containment rate from 46% in 2013 to 87% in January 2017. Insight, UniRush, and Rapid had containment rates between 91-92% from January to June 2017. The tables also include details on monthly IVR call volumes, calls received, and calls answered for Insight, UniRush, and Rapid from January to June 2017.

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36 views

Reports

The document shows IVR containment rates for various support organizations from 2013 to 2017. GoBank saw significant improvements in their containment rate from 46% in 2013 to 87% in January 2017. Insight, UniRush, and Rapid had containment rates between 91-92% from January to June 2017. The tables also include details on monthly IVR call volumes, calls received, and calls answered for Insight, UniRush, and Rapid from January to June 2017.

Uploaded by

api-374331041
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as XLSX, PDF, TXT or read online on Scribd
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IVR Containment Rates

Support IVR's 2013 2014 2015 2016 Jan-17 Feb-17 Mar-17


Green Dot Support 92% 95% 93% 93% 94% 94% 94%
Walmart Support 93% 94% 94% 94% 95% 95% 95%
GoBank Support 46% 62% 75% 80% 87% 86% 87%
AccountNow 90% 91% 94% 95% 95% 96% 95%
Ready Debit Gold 90% 91% 94% 95% 95% 96% 95%
Ready Financial 99% 99% 99% 99%
AchieveCard N/A 87% 90% 92% 93% 93% 93%
Insight N/A N/A 91% 90% 92% 92% 92%
UniRush N/A N/A 85% 89% 91% 92% 92%
Rapid N/A N/A N/A 93% 92% 91% 92%
Apr-17 YTD - 2017
94% 94%
96% 95%
88% 87%
95% 95%
93%
99% 99%
94% 93%
91% 92%
93% 92%
93% 92%
Support IVR's Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17
Containments
Insight 91.62% 91.70% 91.19% 90.39% 91.28%
UniRush 91.04% 90.88% 91.57% 92.34% 92.22%
Rapid 91.67% 90.59% 91.39% 91.87% 92.72%
Insight
IVR Call 405,619 399,310 433,607 384,088 418,694
Calls Received 33,973 33,126 38,197 36901 36,516
Calls Answered 27,499 29,369 31,094 26,467 26,416
UniRush
IVR Call 2,657,603 2,908,014 2,983,769 2,540,195 2437819
Calls Received 238,119 265,194 251,629 194,573 189,748
Calls Answered 230,738 251,206 236,689 182,135 190763
Rapid
IVR Call 1,420,663 1,251,070 1,317,796 1,328,122 1,513,255
Calls Received 118,380 117,788 113,415 107,921 110,166
Calls Answered 113,618 113,387 110,533 104,459 110,633
Dec-17 YTD - 2017

91.42%
91.63%
91.65%

2,041,318
178,713
140,845

10,869,797
1,139,263
1,091,531

6,830,906
567,670
552,630

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