To determine how the introduction of a website is impacting your call center, baseline the following measures and trend them over time:

Web Impact on the Contact Center

• Percent of all Web site hits that result in some type of phone call (service or sales)
• Percent of all Web site hits that result in some type of e-mail (service or sales)

Sales

• Phone Orders
• Percent of all inbound sales phone calls that are converted to phone orders (conversion rate)

E-commerce Orders

• Percent of all Web site hits that are converted to e-commerce orders
• Combined Phone and E-commerce Orders
• Percent of all contacts (phone, Web site, e-mail) that are converted to orders (conversion rate)

Service

• Percent of all phone orders resulting in a customer service phone call
• Percent of all phone orders resulting in a customer service e-mail

E-commerce Orders

• Percent of all e-commerce orders resulting in a customer service phone call
• Percent of all e-commerce orders resulting in a customer service e-mail

Combined Phone and E-commerce Orders

• Percent of all orders (phone, Web site, e-mail) resulting in a customer service phone call
• Percent of all orders (phone, Web site, e-mail) resulting in a customer service e-mail