Number of Inbound Calls
Total monthly number of inbound calls to the contact center (IVR and direct to agent queue)
1,000,000
Current ID&V Metrics
% of ID&V (identification & verification) achieved in the IVR
65.0%
Inbound Agent-Handled Call Metrics
Average time it takes an agent to manually ID&V a caller
23
Customer Calling Patterns
Average number of inbound calls per customer per year
2.4
Fraud Data
% of inbound calls that are fraudulent
0.10%
Average cost per fraudulent call $500
Calculate Cancel