Containment Rate

What is Containment Rate?

Containment rate is the percentage of inbound calls fully handled by an automated system (IVR or AI voice agent) without being transferred to a human agent.

Containment rate measures how many calls your automated voice layer resolves on its own, without escalating to a live agent. If 1,000 calls come in and 400 are handled entirely by self-service, the containment rate is 40%. It's one of the most-watched contact-center metrics because it maps directly to cost: every contained call avoids the expense of agent time, while every escaped call lands on the most expensive channel. Legacy IVR menus tend to contain a low share of calls — many companies sit at 30% or below — because rigid menus can't handle anything the designer didn't anticipate. AI voice agents typically contain more, since they understand natural language and can take action rather than only route. One caution: containment is not the same as resolution. A call is “contained” if it never reaches a human, even if the customer hung up unsatisfied — so teams should track containment alongside CSAT and first-contact resolution, not in isolation.

BSG's How to Measure the Success of Your Voice Bot Implementation – BSG Guide 2024 walks through this in more detail.

Related terms

• CSAT
• IVR (Interactive Voice Response)
• AI Voice Agent

Related BSG products

• Conversational AI Voice
• AI Support Assistant