MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Home » Benchmarking Solutions » Service Desk Benchmarks
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.
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
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
Quality Metrics Customer Satisfaction Net First Contact Resolution Rate Call Quality
Contact Handling Metrics Inbound Contact Handle Time User Self-Service Completion Rate
