Outsourced Service Desk Benchmark – United Kingdom

Report Number:
SD-UK-OUT-2021

Number of data records in report:
26

Report Production Date:
June 2021

Currency Units:
British Pound Sterling (£)

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

Price Metrics
Average Price per Voice Contact
Average Price per Chat Session
Average Price per Web Ticket/Email Contact
Average Price per Technician Assisted Contact (voice, chat, and email/web)
Average Price per Contact (all contacts, including Self-Help)
Average Price per Voice Minute
Average Price per Chat Minute
Average Price per Web Ticket/Email Minute

TCO Metrics
Net First Level Resolution Rate

Handle Time Metrics
Inbound Voice Handle Time (minutes)
Outbound 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 Agent Utilization
Inbound Voice Contacts per Agent per Month
Voice, Chat, and Email Agent as a % of Total Service Desk Headcount

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

Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Schedule Adherence
Agent Occupancy
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure (months)
Agent 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 Agent per Month