Inbound contacts received via SMS as a percentage of total inbound contacts

This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer service, or complaints) received via mobile phone short message service (SMS). It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "manage customer service requests/inquiries" process.

Benchmark Data

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Measure Category:
Supplemental Information
Measure Id:
104530
Total Sample Size:
128 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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(Total number of inbound contacts received through SMS / Total number of inbound contacts for contact center) * 100.0

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (7.3.0)

  • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
  • 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
  • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
  • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
  • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
  • 6.2.2.6 - Deliver opportunity to sales team (16937)