Service Desk Benchmark PLUS – United States – Insourced


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

SKU: SD-US-IN-0723-PLUS Categories: , , ,


Report Number:

Number of data records in report:

Number of KPIs in report:

Report Production Date:
June 2023

Currency Units:
US Dollars $

Cost Metrics
Average Cost per Voice Contact
Average Cost per Voice Minute

Total Cost of Ownership Metric
Net First Level Resolution Rate

Handle Time Metrics
Inbound Voice Handle Time (minutes)
Outbound Voice Handle Time (minutes)
Web Ticket/Email Handle Time (minutes)

Voice Quality Metrics
Voice Customer Satisfaction
Net First Contact Resolution Rate
Call Quality

Voice Productivity Metrics
Voice Analyst Utilization
Inbound Voice Contacts per Analyst per Month
Voice, Chat, and Email Analysts as a % of Total
Service Desk Headcount

Voice SLA Metrics
Average Speed of Answer (seconds)
Call Abandonment Rate
% Answered in 60 Seconds

Analyst Metrics
Annual Analyst Turnover
Daily Analyst Absenteeism
Analyst Schedule Adherence
Analyst Occupancy
New Analyst Training Hours
Annual Analyst Training Hours
Analyst Tenure (months)
Analyst Job Satisfaction

Additional information

PDF Report - $1,499

No, Yes

Excel Data File - $1,499

No, Yes

MetricNet Presentation of Benchmarking Results - $499

No, Yes

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