Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer

This measure calculates outsourced cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor status from order receipt to customer delivery/customer invoicing; manage customer service 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. A customer is considered active if they have purchased a business entity's product at least once in a 12-month period. 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

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Measure Category:
Cost Effectiveness
Measure ID:
101634
Total Sample Size:
144 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No
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Compute this Measure

Units for this measure are dollars.

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(Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of active customers in customer master file

Key Terms

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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.

Measure Scope

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Cross Industry (7.4)

  • 6.2.1 - Plan and manage customer service work force (10387)
    • 6.2.1.1 - Forecast volume of customer service contacts (10390)
    • 6.2.1.2 - Schedule customer service work force (10391)
    • 6.2.1.3 - Track work force utilization (10392)
    • 6.2.1.4 - Monitor and evaluate quality of customer interactions with customer service representatives (10393)
  • 6.2.2 - Manage customer service problems, requests, and inquiries (10388)
    • 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)
  • 6.2.3 - Manage customer complaints (10389)
    • 6.2.3.1 - Receive customer complaints (10397)
    • 6.2.3.2 - Route customer complaints (10398)
    • 6.2.3.3 - Resolve customer complaints (10399)
    • 6.2.3.4 - Respond to customer complaints (10400)
    • 6.2.3.5 - Analyze customer complaints and response/redressal (19072)
  • 6.2.4 - Process returns (20094)
    • 6.2.4.1 - Authorize return (10364)
    • 6.2.4.2 - Process return and record reason (20095)
  • 6.2.5 - Report incidents and risks to regulatory bodies (12840)