Service Desk Cost:
The average Cost per Inbound Contact for US In-house Service Desks is $19.92 Tweet this stat.
The average Net Level 1 Resolution Rate for US In-house Service Desks is 85.4% Tweet this stat.
Service Desk Productivity:
The average Outbound Contacts per Agent per Month in US In-house Service Desks was 291 Tweet this stat.
Service Desk Service Level:
The average Call Abandonment Rate for US In-house Service Desks is 5.7% Tweet this stat.
The average % of Calls Answered in 30 Seconds in US In-house Service Desks is 63.8% Tweet this stat.
Service Desk Quality:
The median Net First Contact Resolution Rate for US In-house Service Desks is 71.1% Tweet this stat.
Service Desk Agent:
The average Agent Tenure for US In-house Service Desks is 33.2 months. One World-Class Service Desk more than doubled that number at 85.3 months! Tweet this stat.
The median Annual Agent Training Hours for US In-house Service Desks is 20 Tweet this stat.
The average Agent Schedule Adherence for US In-house Service Desks is 85.8% Tweet this stat.
Service Desk Contact Handling:
The average Inbound Contact Handle Time (all contacts) for US In-house Service Desks is 9.32 minutes Tweet this stat.
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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.
Key Performance Indicators included in the Service Desk Cost Benchmark for in-house/insourced Service Desk groups can be found
here.
Key Performance Indicators included in the Service Desk Price Benchmark for outsourced Service Desk groups can be found
here.