Report Number:
SD-AU-OUT-0617
Number of data records in report:
33
Report Production Date:
June 2017
Currency Units:
Australian Dollars $
Product Description
Outsourced Service Desks – Australia
$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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- Returns & Delivery
- You have 14 calendar days to return an item from the date you received it.
- Only items that have been purchased directly from Us.
- Please ensure that the item you are returning is repackaged with all elements.
Description
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
| ADD Excel Data File - $1,499 | No, Yes |
|---|---|
| ADD MetricNet Presentation of Benchmarking Results - $499 | No, Yes |
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Returns and Exchanges
There are a few important things to keep in mind when returning a product you purchased.You can return unwanted items by post within 7 working days of receipt of your goods.
Ship your item back to Us
Firstly Print and return this Returns Form to:
30 South Park Avenue, San Francisco, CA 94108, USA
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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