In-house/Insourced Service Desk Benchmark – United Kingdom


United Kingdom Service Desk Benchmark for In-house/Insourced Service Desks (report in PDF format) sample
Add-On – Excel Data File for United Kingdom In-house/Insourced Service Desk Benchmark sample

SKU: SD-UK-IN Category:


Report Number:

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.

Currency Units:
£ UK Pounds

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

Cost Metrics
Average Cost per Voice Contact
Average Cost per Chat Session
Average Cost per Web Ticket/Email Contact
Average Cost per Technician 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

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
Call Quality

Voice Productivity Metrics
Voice Technician Utilization
Inbound Voice Contacts per Technician per Month
Voice, Chat, and Email Technicians as a % of Total
Service Desk Headcount

Voice SLA Metrics
Average Speed of Answer (seconds)
Call Abandonment Rate
% Answered in 60 Seconds

Technician Metrics
Annual Technician Turnover
Daily Technician Absenteeism
Technician Schedule Adherence
Technician Occupancy
New Technician Training Hours
Annual Technician Training Hours
Technician Tenure (months)
Technician Job Satisfaction

Chat Metrics
% 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 Technician per Month

Additional information

ADD Excel Data File - $1,499

No, Yes

ADD MetricNet Presentation of Benchmarking Results - $499

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