Percentage of inbound SMS contacts outsourced to a third-party provider
This measure calculates the percentage of short message service (SMS) contacts (i.e. queries initiated by the customer via SMS related to sales, information, technical support, customer service, or complaints) 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 "manage customer service requests/inquiries" process.
Benchmark Data
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Learn about Membership| 25th | Median | 75th |
|---|---|---|
| - | - | - |
Compute this Measure
Units for this measure are percent.
(Inbound contacts received through SMS (exclude mobile messaging other than SMS) 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.