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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A range of free and downloadable whitepapers
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$2,999.00 – $4,997.00Price range: $2,999.00 through $4,997.00
Contact Center Industry Benchmark (report in PDF format) sample
Add-On – Contact Center Benchmarking 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: CC-CC-CS-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: US Dollars $
Inbound Channel Mix Metrics Live Voice % of Total Voice Bot % of Total Live Chat % of Total Chat Bot % of Total IVR % of Total Email / Web Submit % of Total Self-Help/Website % of Total
Cost Metrics Average Cost per Voice and Chat Contact Average Cost per Voice Contact Average Cost per Chat Contact Average Cost per Agent Assisted Contact (voice, chat, and email) Average Cost per Contact (all contacts, including IVR and Self-Help/Website) Average Cost per Voice and Chat Minute
Handle Time Metrics Voice Handle Time (minutes) Chat Handle Time (minutes) Email Handle Time (minutes)
Quality Metrics Voice and Chat Customer Satisfaction Voice Customer Satisfaction Chat Customer Satisfaction Voice and Chat First Contact Resolution Rate Voice First Contact Resolution Rate Chat First Contact Resolution Rate Voice and Chat Quality Net Promoter Score
Productivity Metrics Agent Utilization Voice and Chat Contacts per Agent per Month Voice, Chat, and Email Agents as a % of Total Contact Center Headcount
SLA Metrics Average Speed of Answer (Voice and Chat) (seconds) Call Abandonment Rate (Voice and Chat) % Answered in 30 Seconds (Voice and Chat)
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
Chat Metrics % of Contacts Originating in Chat % of Contacts Resolved in Chat % Failover Rate from Chat to Voice Average Concurrent Chat Sessions Max Concurrent Chat Sessions Number of Chat Sessions per Chat Agent per Month
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