{"id":24383,"date":"2026-10-06T14:42:18","date_gmt":"2026-10-06T14:42:18","guid":{"rendered":"https:\/\/www.afiniti.com\/?post_type=glossary&p=24383"},"modified":"2026-10-07T09:56:14","modified_gmt":"2026-10-07T09:56:14","slug":"what-is-zero-out-rate","status":"publish","type":"glossary","link":"https:\/\/www.afiniti.com\/glossary\/what-is-zero-out-rate\/","title":{"rendered":"What Is Zero-Out Rate?"},"content":{"rendered":"

Zero-out rate is the share of callers who bypass an IVR or automated system to reach a human agent directly, traditionally by pressing zero. In modern systems it also includes saying \u201cagent\u201d or \u201crepresentative\u201d to a voice assistant. It measures how often customers opt out of self-service before it has done anything for them.<\/p>\n

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How It\u2019s Calculated<\/h2>\n

Zero-out rate is the number of sessions in which the caller requested an agent before completing self-service, divided by the total number of sessions entering the automated system, multiplied by 100. For example, if 10,000 calls enter the IVR in a week and 3,200 callers press zero or ask for an agent before finishing, the zero-out rate is 32 percent.<\/p>\n

Some operations measure it at specific points, such as zero-outs at the main menu versus zero-outs deep in a flow. Where customers bail out is often more informative than how many do.<\/p>\n

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What Zero-Out Behaviour Tells You<\/h2>\n