Metrics
What is Containment rate?
Containment rate is the percentage of calls an automated system resolves fully without transferring to a human.
Also called: self-service rate, deflection rate
For traditional IVR it is typically low, because callers escape to a human as soon as possible. For a competent AI voice agent handling well-defined tasks — booking, confirming, qualifying — it can be substantially higher, because the task is actually completed rather than routed.
It converts directly into cost: every contained call is a call a human never had to take. This is the practical effect of Outpero completing the task on the call itself — booking, confirming, qualifying — instead of routing to a human.
What is Containment rate?
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Containment rate is the percentage of calls an automated system resolves fully without transferring to a human. For traditional IVR it is typically low, because callers escape to a human as soon as possible. For a competent AI voice agent handling well-defined tasks — booking, confirming, qualifying — it can be substantially higher, because the task is actually completed rather than routed.
Why does Containment rate matter?
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It converts directly into cost: every contained call is a call a human never had to take. This is the practical effect of Outpero completing the task on the call itself — booking, confirming, qualifying — instead of routing to a human.
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