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
$2,999.00 – $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.
Number of data records in report:
Report Production Date:
This report is produced on demand using data that is less than 12 months old.
US Dollars $
Inbound Channel Mix Metrics
Voice % of Total
Chat % of Total
Web Ticket/Email % of Total
Walk-Up “Genius Bar” % of Total
Self-Help % of Total
Average Cost per Voice Contact
Average Cost per Chat Session
Average Cost per Web Ticket/Email Contact
Average Cost per Analyst Assisted Contact (voice, chat, and email/web)
Average Cost per Contact (all contacts, including Self-Help)
Average Cost per Voice Minute
Average Cost per Chat Minute
Average Cost per Web Ticket/Email Minute
Total Cost of Ownership Metric
Net First Level Resolution Rate
Handle Time Metrics
Inbound Voice Handle Time (minutes)
Outbound Voice Handle Time (minutes)
Chat Handle Time (minutes)
Web Ticket/Email Handle Time (minutes)
Voice Quality Metrics
Voice Customer Satisfaction
Net First Contact Resolution Rate
Voice Productivity Metrics
Voice Analyst Utilization
Inbound Voice Contacts per Analyst per Month
Voice, Chat, and Email Analysts as a % of Total
Service Desk Headcount
Voice SLA Metrics
Average Speed of Answer (seconds)
Call Abandonment Rate
% Answered in 60 Seconds
Annual Analyst Turnover
Daily Analyst Absenteeism
Analyst Schedule Adherence
New Analyst Training Hours
Annual Analyst Training Hours
Analyst Tenure (months)
Analyst 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 Analyst 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