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 » Contact Center Benchmarks
MetricNet offers Contact Center Benchmarks with Cost Metrics for organizations that operate their own internal, in-house Contact Centers.
MetricNet also offers Contact Center Benchmarks with Price Metrics for organizations that have outsourced their Contact Centers, or are contemplating outsourcing their Contact Center.
An overview of MetricNet’s four core contact center benchmarking products as well as the metrics in each contact center benchmark can be found below, but please keep in mind that MetricNet’s services extend far beyond these four products and can be customized to fit your needs!
MetricNet offers a comprehensive suite of benchmarking products and services for every contact center professional.
We are the first, and still the only company in the industry to offer downloadable contact center benchmarks from our website. These benchmarks are ideal for those who are just getting started with benchmarking, and want to familiarize themselves with the contact center industry’s Key Performance Indicators.
MetricNet is also the only company in the industry to offer contact center benchmarking data files. For our clients who know how to benchmark, but lack the peer group data to benchmark against, these data files are the perfect solution. They typically consist of 30 or more data records, each representing a different contact center, and include more than 40 Key Performance Indicators for each data record.
Contact Center Peer Group Benchmarks are the next offering in our product suite. The majority of MetricNet’s clients get started with a peer group benchmark. These are our most comprehensive and diagnostic benchmarks. They include our client’s data, and illustrate in a series of tables, graphs, and bar charts exactly how the client is performing compared to a peer group of similar contact centers.
Our final offer is the One Year Path to World-Class Contact Center Performance. This is designed for MetricNet clients who wish to be coached and guided through the improvement phase of their benchmark. The program begins with a contact center peer group benchmark. This is followed by a 6-9 month improvement and optimization phase, where the recommendations from the initial benchmark are implemented. The program concludes with a second contact center peer group benchmark that demonstrates objectively and definitively that the client has indeed achieved world-class performance.
MetricNet’s Contact Center Benchmarks are built on MetricNet’s worldwide database of Contact Center process and performance indicators, and are the most comprehensive benchmarks in the industry. The Contact Center Cost Benchmark for in-house/insourced call centers includes the following Contact Center Metrics and Key Performance Indicators:
MetricNet’s Contact Center Benchmarks are built on MetricNet’s worldwide database of Contact Center process and performance indicators, and are the most comprehensive benchmarks in the industry. The Contact Center Price Benchmark for in-house/insourced call centers includes the following Contact Center Metrics and Key Performance Indicators:
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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