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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SAMPLE United States Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample
SAMPLE Excel Data File for United States Desktop Support Benchmark for Outsourced Desktop Support Groups sample
Report Number:
DS-US-OUT-0723-CORE
Number of data records in report:
26
Number of KPIs in report:
7
Report Production Date:
July 2023
Currency Units:
US Dollars $
Price Metrics Price per Ticket
Quality Metrics Customer Satisfaction Incident First Visit Resolution Rate
Productivity Metrics Technician Utilization
Service Level Metrics Mean Time to Resolve Incidents (working hours) Mean Time to Fulfill Service Requests (working days)
Technician Metrics Technician Job Satisfaction
No, Yes
