Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go.
So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! Not surprisingly, it was in the context of a “robots-will-take-our-jobs” thesis, but it at least was a more nuanced approach than what we usually see in the mainstream press.