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Benchmarks can be fundamentally broken down into two types: Cost Benchmarks, and Price Benchmarks. A Cost Benchmark applies when you are benchmarking your own, internal, in-house Service Desk, Call Center, or Desktop Support Group. A Price Benchmark, by Contrast, applies when you are benchmarking an outsourced Service Desk, Call Center, or Desktop Support function.

Cost Benchmarks are undertaken by organizations that wish to improve the performance of their internally operated Service Desk, Call Center, or Desktop Support Function. Typically the focus of a Cost Benchmark is to either reduce the cost of a function, or to improve the performance of a function. By contrast, a Price Benchmark is often undertaken by an organization that is contemplating outsourcing, and wishes to negotiate the best possible terms and conditions for their outsource contract, or by an organization that has already outsourced, and wishes to measure how their outsourcer is performing, possibly with an eye towards negotiating a more favorable contract with their outsource vendor.

MetricNet’s Service Desk Cost Benchmark for in-house/insourced Service Desks

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

MetricNet’s Service Desk Price Benchmark for outsourced Service Desks

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

MetricNet’s Call Center Cost Benchmark for in-house/insourced call centers

Cost Metrics
Cost per Inbound Contact
Cost per Minute of Handle Time

Productivity Metrics

Agent Utilization
Inbound Contacts per Agent per Month
Agents as a % of Total Headcount

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

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
IVR Completion Rate

MetricNet’s Call Center Price Benchmark for outsourced call centers

Price Metrics
Price per Inbound Contact
Price per Minute of Handle Time

Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality

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

Contact Handling Metrics
Inbound Contact Handle Time
IVR Completion Rate

MetricNet’s Desktop Support Cost Benchmark for in-house/insourced Desktop Support groups

Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request

Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable

Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount

Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours

Technician Metrics
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure

Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)

Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume

MetricNet’s Desktop Support Price Benchmark for outsourced Desktop Support groups

Price Metrics
Price per Ticket
Price per Incident
Price per Service Request

Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable

Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours

Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume

Download a sample Benchmarking Report here.
Purchase your downloadable benchmark 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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