MetricNet offers Service Desk Cost Benchmarks for organizations that operate their own internal, in-house Service Desk.

MetricNet also offers Service Desk Price Benchmarks for organizations that have outsourced their Service Desk, or are contemplating outsourcing their Service Desk.

Download a sample report here.
Purchase your Service Desk Benchmark here.

Service Desk Cost Benchmarks

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.  The Service Desk Cost Benchmark  for in-house/insourced Service Desks includes the following Key Performance Indicators:

Cost Metrics
Cost per Contact
Cost per Minute of Handle Time
Level 1 Resolution Rate

Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Outbound Contacts per Agent per Month

Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate

Quality Metrics
Customer Satisfaction
First Contact Resolution Rate
Call Quality

Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure
Agent Job Satisfaction

Contact Handling Metrics
Inbound Contact Handle Time
Inbound Contacts as a % of Total Contacts
User Self-Service Completion Rate

Download a sample report here.
Purchase your Service Desk Benchmark here.

Service Desk Price Benchmarks

The Service Desk Price Benchmark  for outsourced Service Desks includes the following Key Performance Indicators:

Price Metrics
Price per Inbound Contact
Price per Minute of Handle Time
Net Level 1 Resolution Rate

Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate

Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality

Contact Handling Metrics
Inbound Contact Handle Time
User Self-Service Completion Rate

Download a sample report here.
Purchase your Service Desk Benchmark here.