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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’s Four Core Service Desk Benchmarking Products

MetricNet offers a comprehensive suite of benchmarking products and services for every service desk professional.

MetricNet’s Downloadable Service Desk Industry Benchmarks

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’s Service Desk Benchmarking Data Files

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.

MetricNet’s Comprehensive Service Desk Peer Group Benchmarks

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.

MetricNet’s One Year Path To World-Class Service Desk Performance

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.

Metrics In MetricNet’s Service Desk Cost Benchmarks For Insourced Service Desks

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:

Inbound Channel Mix Metrics

  • Voice % of Total
  • Chat % of Total
  • Walk-Up “Genius Bar” % of Total
  • Web Ticket/Email % of Total
  • Self-Help % of Total

Cost Metrics

  • Average Cost per Voice Contact
  • Average Cost per Chat Session
  • Average Cost per Web Ticket/Email Contact
  • Average Cost per Agent Assisted Contact (voice, chat, and email/web)
  • Average Cost per Contact (all contacts, including Self-Help)
  • Average Cost per Voice Minute
  • Average Cost per Chat Minute
  • Average Cost per Web Ticket/Email Minute

Total Cost of Ownership Metric

  • Net First Level Resolution Rate

Handle Time Metrics

  • Inbound Voice Handle Time (minutes)
  • Outbound Voice Handle Time (minutes)
  • Chat 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 Turnoverr
  • 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 Resolved 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 Agent per Month

Metrics In MetricNet’s Service Desk Price Benchmarks For Outsourced Service Desks

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:

Inbound Channel Mix Metrics

  • Voice % of Total
  • Chat % of Total
  • Web Ticket/Email % of Total
  • Self-Help % of Totall

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 Agent Utilization
  • Inbound Voice Contacts per Agent per Month
  • Voice, Chat, and Email Agents as a % of Total Call Center Headcount

Voice SLA Metrics

  • Average Speed of Answer (seconds)
  • Call Abandonment Rate
  • % Answered in 60 Seconds

Agent Metrics

  • Annual Agent Turnover
  • Daily Agent Absenteeism
  • Analyst Schedule Adherence/li>
  • 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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