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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Measure Category:
Supplemental Information
Measure ID:
Total Sample Size:
51 All Companies
25th Median 75th
- - -
Key Performance Indicator:

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Compute this Measure

Units for this measure are percent.

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(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

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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.

Measure Scope

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Cross Industry (7.3.1)

  • - Receive customer problems, requests, and inquiries (10394)
  • - Analyze problems, requests, and inquiries (13482)
  • - Resolve customer problems, requests, and inquiries (10395)
  • - Respond to customer problems, requests, and inquiries (10396)
  • - Identify and capture upsell/cross-sell opportunities (16928)
  • - Deliver opportunity to sales team (16937)