This measure calculates the percentage of inbound social media contacts (i.e. queries initiated by the customer via social media platforms—like Facebook, Twitter, etc.—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.
(Inbound contacts received through social media (including discussion forums, Facebook, Twitter, etc.) 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
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.