No products in the cart.

Search

Outsourced Service Desks – Australia

Return to Previous Page

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

Clear
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

    There are no reviews yet.

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

  • Returns & Delivery

    • 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.

    • 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.

    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.

Related Products

Quick View
, ,
Outsourced Service Desks – United Kingdom
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
$2,999.00 – $4,997.00 Select options
Quick View
, ,
Outsourced Call Center – Canada
Canada Call Center Benchmark for Outsourced Call Center (report in PDF format) sample Add-On - Excel Data File for Canada Outsourced Call Center Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
, ,
In-house/Insourced Desktop Support – Australia
Australia Desktop Support Benchmark for In-house/Insourced Desktop Support  (report in PDF format) sample Add-On - Excel Data File for Australia In-house/Insourced Desktop Support Benchmark sample
$2,999.00 – $4,497.00 Select options
Quick View
, ,
In-house/Insourced Service Desks – United Kingdom
United Kingdom Service Desk Benchmark for In-house/Insourced Service Desks (report in PDF format) sample Add-On - Excel Data File for United Kingdom In-house/Insourced Service Desk Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
, ,
Outsourced Call Center – Australia
Australia Call Center Benchmark for Outsourced Call Center (report in PDF format) sample Add-On - Excel Data File for Australia Outsourced Call Center Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
, ,
Outsourced Desktop Support – Canada
Canada Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample Add-On - Excel Data File for Canada Desktop Support Benchmark for Outsourced Desktop Support Groups sample
$2,999.00 – $4,497.00 Select options
Quick View
, ,
Outsourced Call Center – India
India Call Center Benchmark for Outsourced Call Center (report in PDF format) sample Add-On - Excel Data File for India Outsourced Call Center Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
, ,
Outsourced Desktop Support – Australia
Australia Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample Add-On - Excel Data File for Australia Desktop Support Benchmark for Outsourced Desktop Support Groups sample
$2,999.00 – $4,497.00 Select options
Quick View
, ,
Outsourced Call Center – United States
United States Call Center Benchmark for Outsourced Call Center (report in PDF format) sample Add-On - Excel Data File for United States Outsourced Call Center Benchmark sample
$2,999.00 – $4,997.00 Select options
New
Quick View
,
HR Service Center Benchmark
MetricNet’s HR Service Center Benchmark is available for a limited time! You are invited to participate in this first of a kind benchmark for Human Resource Service Centers. Download a Sample Report US $5,000
$5,000.00 Add to cart
Quick View
, ,
In-house/Insourced Service Desks – United States
United States Service Desk Benchmark for In-house/Insourced Service Desks (report in PDF format) sample Add-On - Excel Data File for United States In-house/Insourced Service Desk Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
, ,
Outsourced Service Desks – United States
United States Service Desk Benchmark for Outsourced Service Desks (report in PDF format) sample Add-On - Excel Data File for United States Outsourced Service Desk Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
,
Service Desk Benchmark for Higher Education
Service Desk Benchmark for Higher Education (report in PDF format) sample Add-On - Excel Data File for Higher Education Service Desk Benchmark sample
$5,000.00 – $6,998.00 Select options
Quick View
, ,
In-house/Insourced Service Desks – Canada
Canada Service Desk Benchmark for In-house/Insourced Service Desks (report in PDF format) sample Add-On - Excel Data File for Canada In-house/Insourced Service Desk Benchmark sample
$2,999.00 – $4,997.00 Select options
Quick View
, ,
Outsourced Service Desks – Canada
Canada Service Desk Benchmark for Outsourced Service Desks (report in PDF format) sample Add-On - Excel Data File for Canada Outsourced Service Desk Benchmark sample
$2,999.00 – $4,997.00 Select options

About Metricnet

MetricNet is dedicated to helping business people worldwide manage their organizations more efficiently and effectively. By providing benchmarks, performance metrics, scorecards and business data to Information Technology and Call Center Professionals..[+]

Shop

Contact Us

Phone: (703) 992-7559
Fax: (703) 992-7558
Email: info@metricnet.com

 

©2015 MetricNet, LLC. All Rights Reserved Worldwide

Join our Newsletter

Keep up to date with all things Metricnet with our free newsletter

Contact us

We're not around right now. But you can send us an email and we'll get back to you, asap.

Send

Questions, issues or concerns? I'd love to help you!

End chat
Click ENTER to chat
Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and each comes with its own set of problems.
Is Your Support Organization Right-Sized?
The ROI of Benchmarking

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.. Learn MorePlace article copy here. Be sure to make the articles short and concise as people tend not to read much more than a couple of paragraphs.

The ROI of Benchmarking

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.