Outsourced Service Desk Benchmark – Australia

Report Number:
SD-AU-OUT

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:
Variable

Report Production Date:
This report is produced on demand using data that is less than 12 months old.

Currency Units:
Australian Dollars $

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 Analyst 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 Analyst Utilization
Inbound Voice Contacts per Analyst per Month
Voice, Chat, and Email Analysts as a % of Total Service Desk Headcount

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

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