Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per call received through IVR speech

This measure calculates outsourced cost per call received through interactive voice response (IVR) speech 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. 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

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Measure Category:
Cost Effectiveness
Measure ID:
101641
Total Sample Size:
116 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 processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of inbound calls received through IVR speech

Key Terms

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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.

Measure Scope

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Cross Industry (7.3.1)

  • 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)