Inbound contacts received via web chat or instant messaging as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer service, or complaints) that are received via web chat or instant messaging. It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "plan and manage customer service operations" process.
Benchmark Data
- Median
- 75th
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Indicator:
Compute this Measure
Units for this measure are percent.
(Number of inbound contacts through online chat / Total number of inbound contacts for contact center) * 100.0
Key Terms
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.