Insurance Technical Support Service Desk Benchmark

[vc_row type="in_container" full_screen_row_position="middle" column_margin="default" column_direction="default" column_direction_tablet="default" column_direction_phone="default" scene_position="center" text_color="dark" text_align="left" row_border_radius="none" row_border_radius_applies="bg" overflow="visible" overlay_strength="0.3" gradient_direction="left_to_right" shape_divider_position="bottom" bg_image_animation="none"][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/3" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="top-to-bottom"]Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days. Report Number: SD-INS-ODM 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: US Dollars $[/vc_column_text][/vc_column][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/3" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="top-to-bottom"]Inbound Channel Mix Metrics Live Voice % of Total Live Chat % of Total Voice Bot % of Total Chat Bot % of Total Web Submit % of Total Email % of Total Walk-Up % of Total Self-Help % of Total Cost Metrics Average Cost per Voice Contact Average Cost per Chat Contact Average Cost per Web Contact Average Cost per Email Contact Average Cost per Walk-Up Contact Average Cost per Agent Assisted Contact (voice, chat, web, email and walk-up) Average Cost per Contact (all contacts, including Self-Help) Average Cost per Minute of Agent Assist Handle Time First Level Resolution Rate Handle Time Metrics Average Handle Time (all agent-assisted tickets) (minutes) Voice Handle Time (minutes) Chat Handle Time (minutes) Web Ticket Handle Time (minutes) Email Handle Time (minutes) Walk-Up Handle Time (minutes) Quality Metrics Customer Satisfaction (all channels) Voice Customer Satisfaction Chat Customer Satisfaction First Contact Resolution Rate (all live channels) Voice First Contact Resolution Rate Chat First Contact Resolution Rate Voice and Chat Quality Net Promoter Score (all channels)[/vc_column_text][/vc_column][vc_column column_padding="no-extra-padding" column_padding_tablet="inherit" column_padding_phone="inherit" column_padding_position="all" column_element_direction_desktop="default" column_element_spacing="default" desktop_text_alignment="default" tablet_text_alignment="default" phone_text_alignment="default" background_color_opacity="1" background_hover_color_opacity="1" column_backdrop_filter="none" column_shadow="none" column_border_radius="none" column_link_target="_self" column_position="default" gradient_direction="left_to_right" overlay_strength="0.3" width="1/3" tablet_width_inherit="default" animation_type="default" bg_image_animation="none" border_type="simple" column_border_width="none" column_border_style="solid"][vc_column_text css_animation="top-to-bottom"]Productivity Metrics Agent Utilization Tickets per Agent per Month Agents as a % of Total Service Desk Headcount SLA Metrics Average Speed of Answer (Voice and Chat) (seconds) Call Abandonment Rate (Voice and Chat) Average Response Time (Email and Web Ticket) (minutes) Average Resolution Time (Email and Web Ticket) (minutes) Agent Metrics Annual Agent Turnover Daily Agent Absenteeism Schedule Adherence Agent Occupancy New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Agent Job Satisfaction Workload Metrics Total Tickets per User per Month Voice Tickets per User per Month Chat Tickets per User per Month Web Tickets per User per Month Email Tickets per User per Month Walk-Up Tickets per User per Month[/vc_column_text][/vc_column][/vc_row]