In-house/Insourced Service Desk Benchmark - Australia

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Report Number: SD-AU-IN Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days. Number of data records in report: Variable Report Production Date: This report is produced on demand using data that is less than 12 months old. Currency Units: Australian Dollars $[/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Inbound Channel Mix Metrics Voice % of Total Chat % of Total Web Ticket/Email % of Total Walk-Up "Genius Bar" % 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 Analyst 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 Handle Time Metrics 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 [/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]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 [/vc_column_text][/vc_column][/vc_row]