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.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
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This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
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PDF Benchmarking Report SAMPLE Excel Benchmarking Data File SAMPLE
Report Number: SR-NA-IN-0723
Number of data records in report: 27
Number of KPIs in report: 21
Report Production Date: July 2023
Currency: United States Dollars $
Cost Metrics Cost per Ticket
Productivity Metrics Technician Utilization Service Requests per Technician per Month Technicians as a % of Total Headcount
Service Level Metrics Mean Time to Respond to Service Requests (minutes) Mean Time to Fulfill Service Requests (days)
Quality Metrics Customer Satisfaction Average Age of Open Service Requests (days) Ticket Quality
Technician Metrics Annual Technician Turnover Daily Technician Absenteeism New Technician Training Hours Annual Technician Training Hours Technician Tenure (months) Technician Job Satisfaction
Workload Metrics Average Daily Service Request Volume Average Number of Open Service Requests Average Days of Open Service Requests Average Service Request Work Time (minutes) Average Travel Time per Service Request (minutes) Service Requests per User per Month
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