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.
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!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
$2,999.00 – $4,997.00
Outsourced Contact Center Benchmark Sample Report sample
Add-On – Excel Data File for Outsourced Contact Center Benchmark Sample sample
Number of data records in report:
Report Production Date:
Inbound Customer Service
Service Delivery Model:
Outsourced Customer Support
India and Philippines
US Dollars $
Inbound Channel Mix Metrics
Voice % of Total
Chat % of Total
IVR % of Total
Web Ticket/Email % of Total
Other % of Total
Average Price per Voice Contact
Average Price per Chat Session
Average Price per Web Ticket/Email Contact
Average Price per Agent Assisted Contact (voice, chat, and email/web)
Average Price per Contact (all contacts, including IVR)
Average Price per Voice Minute
Average Price per Chat Minute
Average Price 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
There are no reviews yet.
Only logged in customers who have purchased this product may leave a review.
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
©2022 Metricnet, Llc. All Rights Reserved Worldwide