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Outsourced Service Desks – Australia

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Product Description

In-house/Insourced Service Des... $2,999.00 – $4,997.00
Outsourced Service Desks &#821... $2,999.00 – $4,997.00

$2,999.00 – $4,997.00

Australia Service Desk Benchmark for Outsourced Service Desks (report in PDF format) sample

Add-On – Excel Data File for Australia Outsourced Service Desk Benchmark sample

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SKU: SD-AU-OUT-0617 Categories: , ,
  • Description

    • Description

    Report Number:
    SD-AU-OUT-0617

    Number of data records in report:
    33

    Report Production Date:
    June 2017

    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 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

  • Additional information

    • Additional information

    ADD Excel Data File - $1,499

    No, Yes
    ADD MetricNet Presentation of Benchmarking Results - $499

    No, Yes
  • Reviews (0)

    • Reviews

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    Only logged in customers who have purchased this product may leave a review.

  • Returns & Delivery

    • Returns and Exchanges

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    Ship your item back to Us

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    Please remember to ensure that the item you are returning is repackaged with all elements.


    For more information, view our full Returns and Exchanges information.

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The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.