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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United States Desktop Support Benchmark for In-house/Insourced Desktop Support (report in PDF format) sample
Add-On – Excel Data File for United States In-house/Insourced Desktop Support Benchmark sample
Number of data records in report:
Report Production Date:
US 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
Ratio of Technicians to total Headcount
Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved within 1 Business Day
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled within 3 Business Days
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
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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