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.
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Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
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United States Contact Center Benchmark for In-house/Insourced Contact Centers (report in PDF format) sample
Excel Data File for United States Insourced Contact Center Benchmark sample
Number of data records in report:
Number of KPIs in report:
Report Production Date:
US Dollars $
Inbound Channel Mix Metrics
Voice % of Total
Chat % of Total
IVR % of Total
Web Ticket/Email % of Total
Other % of Total
Average Cost per Voice Contact
Average Cost per Chat Session
Average Cost per Web Ticket/Email Contact
Average Cost per Agent Assisted Contact (voice, chat, and email/web)
Average Cost per Contact (all contacts, including IVR)
Average Cost per Voice Minute
Average Cost per Chat Minute
Average Cost per Web Ticket/Email Minute
Handle Time Metrics
Voice Handle Time (minutes)
Chat Handle Time (minutes)
Web/Email Handle Time (minutes)
Voice Quality Metrics
Voice Customer Satisfaction
Net First Contact Resolution Rate
Voice Productivity Metrics
Voice Agent Utilization
Inbound Voice Contacts per Agent per Month
Voice, Chat, and Email Agents as a % of Total Call Center Headcount
Voice SLA Metrics
Average Speed of Answer (seconds)
Call Abandonment Rate
% Answered in 60 Seconds
Annual Agent Turnover
Daily Agent Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure (months)
Agent Job Satisfaction
% of Contacts Originating in Chat
% of Contacts Resolved in Chat
Chat First Contact Resolution Rate
% Failover Rate from Chat to Voice
Customer Satisfaction in Chat Channel
Average Concurrent Chat Sessions
Max Concurrent Chat Sessions
Number of Chat Sessions per Chat Agent per Month
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