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.
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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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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
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This report will be produced and delivered via email in PDF format within 5 business days.
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This report is produced on demand using data that is less than 12 months old.
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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 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
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
Annual Technician Turnover
Daily Technician Absenteeism
Technician Schedule Adherence
New Technician Training Hours
Annual Technician Training Hours
Technician Tenure (months)
Technician 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 Technician per Month
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