This measure calculates outsourced cost per inbound call received through interactive voice response (IVR) dual-tone multi-frequency (DTMF) to perform the processes "manage customer requests/inquiries" and "manage customer complaints." IVR is an automated system that allows automated interaction with telephone callers by way of voice and touch-tone keypad selections; DTMF is a method for dialing telephone number or for issuing commands to switching systems. 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."
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of inbound calls received through IVR DTMF
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.