We offer Contact Center Benchmarks with Cost Metrics for organizations that operate their own internal, in-house Contact Centers.
We offer Desktop Support Benchmark with Cost Metrics for organizations that operate their own internal, in-house Desktop Support Groups.
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Canada Desktop Support Benchmark for In-house/Insourced Desktop Support (report in PDF format) sample
Add-On – Excel Data File for Canada In-house/Insourced Desktop Support Benchmark sample
Number of data records in report:
Report Production Date:
Canadian Dollars $
Cost per Ticket
Cost per Incident
Cost per Service Request
Incident First Visit Resolution Rate
% Resolved Level 1 Capable
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Technicians as a % of Total Headcount
Service Level Metrics
Mean Time to Resolve Incidents (business hours)
% of Incidents Resolved in 1 Business Day
Mean Time to Fulfill Service Requests (business days)
% of Service Requests Fulfilled in 3 Business Days
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure (months)
Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume
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