Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per web self-service contact
This measure calculates outsourced cost per web self-service contact to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Outsourced cost refers to the total cost of outsourcing a specific process to a third party, except one-time charges for any type of restructuring or reorganization. This measure is part of a set of Cost Effectiveness measures that help companies understand all cost expenditures related to the process "plan and manage customer service operations."
Benchmark Data
25th | Median | 75th |
---|---|---|
- | - | - |
Compute this Measure
Units for this measure are dollars.
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Inbound contacts received through web self-service
Key Terms
Cost Effectiveness
Cost effectiveness measures are those in which two related variables, one of which is the cost and one of which is the related outcome related to the expenditure are used to determine a particular metric value.