Service Desk Benchmark PLUS - United States - Insourced

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Number of data records in report: 41 Number of KPIs in report: 22 Report Production Date: Recently Updated Currency Units: US Dollars $[/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Cost Metrics Average Cost per Voice Contact Average Cost per Minute of Agent Assist Handle Time Total Cost of Ownership Metric Net First Level Resolution Rate Handle Time Metrics Average Handle Time (all agent-assisted tickets) (minutes) Outbound Voice Handle Time (minutes) Web Ticket/Email Handle Time (minutes) Voice Quality Metrics Voice Customer Satisfaction Net First Contact Resolution Rate Call Quality [/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Voice Productivity Metrics Analyst Utilization Tickets 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 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 [/vc_column_text][/vc_column][/vc_row]