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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Home » Service Desk Benchmarks
MetricNet offers Service Desk Benchmarks with Cost Metrics for organizations that operate their own internal, in-house Service Desks.
MetricNet also offers Service Desk Benchmarks with Price Metrics for organizations that have outsourced their Service Desks, or are contemplating outsourcing their Service Desk.
An overview of MetricNet’s four core service desk benchmarking products as well as the metrics in each service desk benchmark can be found below, but please keep in mind that MetricNet’s services extend far beyond these four products and can be customized to fit your needs!
MetricNet offers a comprehensive suite of benchmarking products and services for every service desk professional.
We are the first, and still the only company in the industry to offer downloadable service desk benchmarks from our website. These benchmarks are ideal for those who are just getting started with benchmarking, and want to familiarize themselves with the service desk industry’s Key Performance Indicators.
MetricNet is also the only company in the industry to offer service desk benchmarking data files. For our clients who know how to benchmark, but lack the peer group data to benchmark against, these data files are the perfect solution. They typically consist of 30 or more data records, each representing a different service desk , and include more than 40 Key Performance Indicators for each data record.
Service Desk Peer Group Benchmarks are the next offering in our product suite. The majority of MetricNet’s clients get started with a peer group benchmark. These are our most comprehensive and diagnostic benchmarks. They include our client’s data, ROI calculation, and illustrate in a series of tables, graphs, and bar charts exactly how the client is performing compared to a peer group of similar service desks.
Service Desk peer group benchmarks are very revealing because they highlight, in very obvious ways, the key strengths and weaknesses in the client’s performance.
Moreover, they are diagnostic. They drill down into the underlying drivers of performance to explain both the positive and the negative performance gaps. This level of understanding is crucial to successful benchmarking because it gives our clients the insight they need to perpetuate the positive performance, while mitigating or eliminating the negative performance gaps.
Our final offer is the One Year Path to World-Class Service Desk Performance. This is designed for MetricNet clients who wish to be coached and guided through the improvement phase of their benchmark. The program begins with a service desk peer group benchmark and ROI calculation. This is followed by a 6-9 month improvement and optimization phase, where the recommendations from the initial benchmark are implemented. The program concludes with a second service desk peer group benchmark and ROI calculation that demonstrates objectively and definitively that the client has indeed achieved world-class performance.
MetricNet’s Service Desk Benchmarks are built on MetricNet’s worldwide database of Service Desk process and performance indicators, and are the most comprehensive benchmarks in the industry. The Service Desk Cost Benchmark for in-house/insourced call centers includes the following Service Desk Metrics and Key Performance Indicators:
MetricNet’s Service Desk Benchmarks are built on MetricNet’s worldwide database of Service Desk process and performance indicators, and are the most comprehensive benchmarks in the industry. The Service Desk Price Benchmark for outsourced service desks includes the following Service Desk Metrics and Key Performance Indicators:
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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