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India Service Desk Benchmark for Outsourced Service Desks (report in PDF format) sample Add-On – Excel Data File for India Outsourced Service Desk Benchmark sample
Report Number: SD-INDIA-OUT-0823-PRO
Number of data records in report: 36
Number of KPIs in report: 39
Report Production Date: August 2023
Currency Units: US Dollars $
Inbound Channel Mix Metrics Voice % of Total Chat % of Total Web Ticket/Email % 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 Analyst Assisted Contact (voice, chat, and email/web) Average Price per Voice Minute Average Price per Chat Minute Average Price per Web Ticket/Email Minute
Handle Time Metrics Inbound 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 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
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 Analyst per Month
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