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.
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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 » Desktop Support Benchmarks
MetricNet offers Desktop Support Benchmarks with Cost Metrics for organizations that operate their own internal, in-house Desktop Support Groups.
MetricNet also offers Desktop Support Benchmarks with Price Metrics for organizations that have outsourced their Desktop Support Group, or are contemplating outsourcing their Desktop Support.
An overview of MetricNet’s four core desktop support benchmarking products as well as the metrics in each desktop support 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 desktop support professional.
We are the first, and still the only company in the industry to offer downloadable desktop support benchmarks from our website. These benchmarks are ideal for those who are just getting started with benchmarking, and want to familiarize themselves with the desktop support industry’s Key Performance Indicators.
Desktop Support 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 desktop support groups.
Desktop Support peer group benchmarks are very revealing because they highlight, in very obvious ways, the key strengths and weaknesses in the client’s performance.
Moreover, they are diagnostic. They drill down into the underlying drivers of performance to explain both the positive and the negative performance gaps. This level of understanding is crucial to successful benchmarking because it gives our clients the insight they need to perpetuate the positive performance, while mitigating or eliminating the negative performance gaps.
MetricNet is also the only company in the industry to offer desktop support 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 desktop support group, and include more than 20 Key Performance Indicators for each data record.
Our final offer is the One Year Path to World-Class Desktop Support 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 desktop support 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 desktop support peer group benchmark that demonstrates objectively and definitively that the client has indeed achieved world-class performance.
MetricNet’s Desktop Support Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry. The Desktop Support Cost Benchmark for in-house/insourced call centers includes the following Desktop Support Metrics and Key Performance Indicators:
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 within 1 Business Day Mean Time to Fulfill Service Requests (working days) % of Service Requests Fulfilled within 3 Business Days
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 Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry. The Desktop Support Price Benchmark for outsourced Desktop Support Groups includes the following Desktop Support Metrics and Key Performance Indicators:
Price Metrics Price per Ticket Price per Incident Price per Service Request
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