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.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
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$2,999.00 – $4,997.00Price range: $2,999.00 through $4,997.00
Service Desk Industry Benchmark (in PDF format) sample Add-On – Service Desk Industry Benchmark Data File (in Excel format) sample
Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days.
Report Number: SD-B2C-ODM
Number of data records in report: Variable
Report Production Date: This report is produced on demand using data that is less than 12 months old.
Currency Units: USÂ Dollars $
Inbound Channel Mix Metrics Live Voice % of Total Live Chat % of Total Voice Bot % of Total Chat Bot % of Total Web Submit % of Total Email % of Total Walk-Up % of Total Self-Help % of Total
Cost Metrics Average Cost per Voice Contact Average Cost per Chat Contact Average Cost per Web Contact Average Cost per Email Contact Average Cost per Walk-Up Contact Average Cost per Agent Assisted Contact (voice, chat, web, email and walk-up) Average Cost per Contact (all contacts, including Self-Help) Average Cost per Minute of Agent Assist Handle Time First Level Resolution Rate
Handle Time Metrics Average Handle Time (all agent-assisted tickets) (minutes) Voice Handle Time (minutes) Chat Handle Time (minutes) Web Ticket Handle Time (minutes) Email Handle Time (minutes) Walk-Up Handle Time (minutes)
Quality Metrics Customer Satisfaction (all channels) Voice Customer Satisfaction Chat Customer Satisfaction First Contact Resolution Rate (all live channels) Voice First Contact Resolution Rate Chat First Contact Resolution Rate Voice and Chat Quality Net Promoter Score (all channels)
Productivity Metrics Agent Utilization Tickets per Agent per Month Agents as a % of Total Service Desk Headcount
SLA Metrics Average Speed of Answer (Voice and Chat) (seconds) Call Abandonment Rate (Voice and Chat) Average Response Time (Email and Web Ticket) (minutes) Average Resolution Time (Email and Web Ticket) (minutes)
Agent Metrics Annual Agent Turnover Daily Agent Absenteeism Schedule Adherence Agent Occupancy New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Agent Job Satisfaction
Workload Metrics Total Tickets per User per Month Voice Tickets per User per Month Chat Tickets per User per Month Web Tickets per User per Month Email Tickets per User per Month Walk-Up Tickets per User per Month
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