Percentage of inbound contacts through "other" channels outsourced to a third-party provider
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 through "other" channels (i.e. other than phone, email, web self-service, web chat or instant messaging, dedicated mobile apps, SMS, social media, or postal mail) that are outsourced to a third-party provider. 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.
Benchmark Data
25th | Median | 75th |
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- | - | - |
Compute this Measure
Units for this measure are percent.
(Inbound contacts received through channels other than phone, email, web self-service, web chat or instant messaging (including virtual agents), a dedicated mobile application, SMS, social media, or postal mail, from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0
Key Terms
Supplemental Information
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.