Service Desk Benchmark PLUS – United States – Outsourced

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Number of data records in report: 36 Number of KPIs in report: 24 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"]Price Metrics Average Price per Voice Contact 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 Web Ticket/Email Minute Handle Time Metrics Inbound Voice 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[/vc_column_text][/vc_column][/vc_row]