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 self-service. 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.
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(Inbound contacts received through web self-service / Total number of inbound contacts for contact center) * 100.0
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.