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The results of MetricNet’s 2018 United States Insourced Service Desk Service Desk Benchmark are in! The data includes 9 categories of metrics and 44 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Service Desk professionals should be aware of.

Service Desk Inbound Channel Mix:

The average Self-Help % of Total Contacts for US Insourced Service Desks is 9.7% Tweet this stat

Service Desk Cost:

The average Cost per Voice Minute for US Insourced Service Desks is $2.13   Tweet this stat

Service Desk Total Cost of Ownership:

Net First Level Resolution Rate was as low as 68.8% in our US Insourced Service Desk benchmark Tweet this stat

Service Desk Handle Time:

Outbound Voice Handle Time (minutes) was as high as 10.14 in our US Insourced Service Desk benchmark Tweet this stat

Service Desk Voice Quality:

The average Call Quality for US Insourced Service Desks is 88.3% Tweet this stat

Service Desk Voice Productivity:

The average Voice Agent Utilization for US Insourced Service Desks is 45.1% Tweet this stat

Service Desk Voice SLA:

Call Abandonment Rate was as high as 9.6% in our US Insourced Service Desk Benchmark Tweet this stat

Service Desk Technician: 

The average Daily Technician Absenteeism for US Insourced Service Desks is 5.1% Tweet this stat

New Technician Training Hours was as high as 246 in our US Insourced Service Desk benchmark Tweet this stat

Service Desk Chat: 

The average % of Contacts Originating in Chat for US Insourced Service Desks is 9.0% Tweet this stat

Purchase the full US In-House Service Desk Benchmark

MetricNet’s Service Desk Benchmarks are built on MetricNet’s worldwide database of Service Desk process and performance indicators, and are the most comprehensive benchmarks in the industry.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. To help justify your benchmarking investment, please read our whitepaper, The ROI of Benchmarking – The Business Case for Benchmarking IT Service and Support.

An overview of MetricNet’s Service Desk Benchmarking products can be found here.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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