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