Frequently Asked Questions
Q: What services does MetricNet offer?
A: MetricNet offers a range of benchmarks for Information Technology and Contact Center professionals. These benchmarks compare your performance in key areas such as cost, productivity, and quality of service, to industry averages and best practices. MetricNet’s benchmarks enable you to:
- Benchmark your performance vs. other companies inside and outside of your industry
- Track and trend your organization’s performance
- Improve your performance using diagnostic benchmarks
- Establish performance targets that are in line with industry averages or best practices
- Drive accountability for key personnel using metrics-based performance goals
- Demonstrate measurable performance improvement over time
In addition to benchmarking, MetricNet offers a number of products and services including, but not limited to, procurement assistance for organizations looking to outsource service and support; ethical competitive intelligence and mystery shopping; industry trends and best practices analyses; and deep dive topic specific research corresponding to a specific business case.
Q: What geographies and vertical markets do MetricNet benchmarks cover?
A: MetricNet offers service desk, desktop support, and call center benchmarks for all geographic regions of the world, and for all major vertical markets including financial services, health care, insurance, hospitality, energy utilities, retail and commercial banking, business services, high tech, heavy manufacturing, and many more.
Q: What if I don’t see the benchmark that I want on MetricNet’s website?
A: Certain benchmarks can be purchased and downloaded directly from MetricNet’s shopping page. However, MetricNet offers many geographic and industry-specific benchmarks that are not posted on our website. If you do not see the benchmark you need, please contact MetricNet at email@example.com, and we will let you know if we have a benchmark that meets your specific needs.
Q: What is the difference between cost benchmarking and price benchmarking?
A: Cost benchmarks are for internally run and operated service desks, desktop support groups, and call centers. They are called cost benchmarks because the primary measure of efficiency will be a cost metric such as cost per contact, cost per ticket, or cost per call. Price benchmarks, by contrast, are for outsourced service desks, desktop support, and call centers, where the primary measure of efficiency will be a price metric such as price per contact, price per ticket, or price per call. Price refers to the price that you pay to your outsourcer.
Cost benchmarks allow you to see how efficiently and effectively your internally run service desk, desktop support, or call center operate compared to a peer group of similar organizations. Price benchmarks allow you to see how competitive the price is that you are paying to your outsourcer, and also allow you to see how effectively your outsourcer is managing the function you have entrusted to them.
Q: How can I engage MetricNet to conduct a benchmark for my organization?
Q: Does MetricNet sell benchmarking data?
A: Yes. For organizations that are interested in purchasing raw benchmarking data, and do not need the benchmarking gap analysis or recommendations that come bundled with a MetricNet benchmark, we do sell our benchmarking data. For a price quote on the specific benchmarking data you need, please contact MetricNet at firstname.lastname@example.org.
Q: What KPI’s are included in a MetricNet benchmark?
A: A typical service desk cost benchmark will include the KPI’s listed below. For a complete listing of KPI’s included in our other benchmarks, please contact MetricNet at email@example.com.
Cost per Contact
Cost per Minute of Handle Time
First Level Resolution Rate
Contacts per Agent per Month
Ratio of Agents to Total Headcount
Service Level Metrics
Average Speed of Answer (ASA)
Call Abandonment Rate
% Answered in 30 Seconds
First Contact Resolution Rate
Annual Agent Turnover
Daily Agent Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Agent Job Satisfaction
Contact Handling Metrics
Inbound Contact Handle Time
User Self-Service Completion Rate
Q: What are the advantages of doing a benchmark with MetricNet?
A: The consultants at MetricNet have completed more than 4,000 benchmarks since 1988. As a result, MetricNet’s benchmarking databases are now the largest and most comprehensive in the industry. For each functional area that we benchmark – service desk, desktop support, and call center – our benchmarking database contains more than 40 Key Performance Indicators, and more than 140 best practices from thousands of companies worldwide.
Through decades of consulting experience, MetricNet has perfected its methodology for benchmarking. MetricNet’s approach to peer group selection, data normalization, gap analysis, and action planning yields consistently positive results for its clients. MetricNet’s founder, Jeff Rumburg, authored a best-selling book on benchmarking, and MetricNet has authored and published more than 100 articles on service desk, desktop support, and call center benchmarking and best practices.
Q: Does MetricNet have any resources that explain its benchmarking methodology?
A: MetricNet’s website contains a number of downloadable resources including whitepapers, presentations, and sample reports. These resources are designed to help our clients run their businesses more effectively, and to educate them on the benchmarking methodology and industry best practices.