IVR & Call Routing Efficiency Optimization

Summit Restoration Partners • 9 Franchise Territories • 5,100 Monthly Calls

IVR Containment Rate

38.2%

+2.1%

Avg Transfer Chain Depth

1.34

-0.18

Abandon-Before-Agent

17.2%

-7.8%

Routing Match Rate

82.4%

+5.2%

First-Transfer Resolution

71.8%

+3.4%

Callback Acceptance

64.3%

+8.1%

IVR Node Drop-Off Funnel by Path Branch

Transfer Chain Depth Distribution by IVR Entry Path

Revenue Impact Summary

Revenue Protected (90d)

$94,200

From reduced abandons

Estimated Monthly Recovery

$31,400

At current trajectory

Avg Call-to-Close Value

$1,847

Emergency restoration avg

Queue Wait Time Heatmap by Skill Group × Hour of Day

Skill Group

Emergency Sales

Support/Service

Billing/Admin

0-30s

31-60s

61-120s

121-180s

>180s

Abandon Rate vs. Queue Wait Time by Skill Group

First-Call Resolution Rate by Entry Path

IVR Path Routing Performance Table

IVR Path	Call Volume	Abandon %	Avg Wait (s)	Routing Match %	Transfer Rate	Conversion %	Revenue/Call
Main→Sales	1,847	17.2%	62	84.3%	31.2%	38.4%	$709
Main→Support	1,293	12.8%	48	88.1%	24.7%	22.1%	$408
Main→Emergency	982	8.4%	34	91.2%	18.3%	52.7%	$973
Main→Billing	412	15.3%	71	76.4%	42.1%	8.2%	$151
Direct→Territory 1	284	6.2%	28	94.7%	12.3%	61.3%	$1,132
Direct→Territory 2	201	7.8%	31	92.1%	15.7%	57.4%	$1,061
Callback→Sales	328	3.2%	12	97.3%	8.1%	68.2%	$1,259
After-Hours→VM	521	N/A	N/A	N/A	N/A	14.3%	$264

Abandon-Before-Agent Rate Trend with Routing Change Events

Routing Change Events

Week 3 • Menu Reduction

Reduced Main→Sales menu from 6 to 3 options. Abandon rate dropped from 24% to 17%.

Week 9 • Script Update

Updated greeting script, added emergency-intent detection. FTRR improved 3.8pp.

Week 11 • Callback Module

Genesys callback deployed on Sales path. Wait times reduced 28s average.

Week 13 • Skill Routing

Emergency-intent calls now route to specialized team. Conversion +9.2pp.