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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Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
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This toolkit includes the following six service desk products:
1. Staffing/Headcount Calculator
2. Budget Calculator
3. Balanced Scorecard
4. Performance Targets Calculator
5. ROI Calculator
6. United States Service Desk Balanced Scorecard Benchmark
Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Calculators and provide expert guidance on how you can leverage the tools to dramatically improve service desk performance!
Download a sample balanced scorecard benchmark report and learn more in the description below.
This toolkit includes a service desk balanced scorecard benchmarking report that explains each KPI, how to measure it, and how it is connected with other KPIs. We provide several methods to compare your performance data with industry peers. The four primary methods are these:
1) A Benchmarking KPI Performance Summary, which lists the industry peer group’s average, minimum, median, and maximum performance levels for each KPI.
2) Quartile Rankings, so you can map which quartile your Service Desk performs in for each KPI.
3) A Service Desk Scorecard, which provides a more holistic, balanced measure of your Service Desk’s overall performance compared to the industry peer group.
4) Detailed Benchmarking Data, which shows bar charts of the performance level for each Service Desk in the peer group, for each individual KPI.
This balanced scorecard service desk benchmarking report contains data from 62 United States Insourced Service Desks and was produced in February 2020. This benchmark contains data for six critical key performance indicators:
1) Cost per Analyst-Assisted Contact
2) Customer Satisfaction
3) Analyst Utilization
4) Net First Contact Resolution Rate
5) Analyst Job Satisfaction
6) Average Speed of Answer (seconds)
Download a sample balanced scorecard benchmark report.
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