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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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
Report Number: SD-US-IN-0723-CORE
Number of data records in report: 48
Number of KPIs in report: 6
Report Production Date: June 2023
Currency Units: US Dollars $
Cost Metrics Average Cost per Voice Contact
Voice Quality Metrics Voice Customer Satisfaction Net First Contact Resolution Rate
Voice Productivity Metrics Voice Analyst Utilization
Voice SLA Metrics Average Speed of Answer (seconds)
Analyst Metrics Analyst Job Satisfaction
No, Yes
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