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Tag Archives: Call Center Benchmarking

All Resources, Call Center, Whitepapers

The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers

Posted on August 13, 2018 at 8:53 pm by / 0
Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world.  It is the ultimate measure of success for any business.  Most companies, business units, and departments… Read More
All Resources, Benchmarking Statistics, Call Center

10 Key Call Center Statistics | 2017 Benchmark

Posted on July 19, 2017 at 12:08 pm by / 0
The results of MetricNet’s 2017 United States In-House Customer Service Call Center Benchmark are in! The data includes 8 categories of metrics and 41 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of. Call Center Inbound Channel Mix: The average Voice… Read More
All Resources, Call Center, Desktop Support, Sample Reports, Service Desk

Sample Benchmarking Data Files

Posted on August 21, 2013 at 9:11 am by / 0
MetricNet’s Sample Benchmarking Data Files are available for Service Desk, Desktop Support and Contact Center professionals worldwide. Benchmarking Data is available to those organizations that wish to perform their own benchmarking analysis. The files are provided in Excel format. Each report below is an example of what you will receive when you purchase a benchmarking… Read More
All Resources, Call Center, Desktop Support, Sample Reports, Service Desk

Sample Peer Group Benchmarks

Posted on August 21, 2013 at 8:40 am by / 0
MetricNet’s Sample Peer Group Benchmarks are available for Service Desk, Desktop Support and Contact Center professionals worldwide. Our peer group benchmarks are customized based on your organization’s scope, scale, complexity and geography. A unique peer group is selected and compared to your performance. Each report below is an example of what you will receive when… Read More
All Resources, Desktop Support, Sample Reports, Service Desk

Sample Industry Benchmarking Reports

Posted on May 28, 2013 at 2:13 pm by / 0
MetricNet’s Sample Industry Benchmarking Reports are available for Service Desk, Desktop Support and Call Center professionals worldwide. Each report is an example of the benchmarks that you can purchase and instantly download from our shopping page. Sample Service Desk Benchmark – Insourced Sample Desktop Support Benchmark – Insourced Sample Call Center Benchmark – Insourced Sample… Read More
All Resources, News and Press

MetricNet’s Benchmarking Client List Continues to Grow

Posted on May 24, 2013 at 2:45 pm by / 0
MetricNet, LLC, the leading provider of benchmarks for IT service and support, continued to build a dominant position in the benchmarking industry with the acquisition of several new clients in Q1. New clients include Wells Fargo, Symantec, TD Bank, Gap, DuPont, ADP, and Avalon Bay Communities. They join a long list of industry icons, including IBM,… Read More
All Resources, News and Press

MetricNet’s 2013 Canada Contact Center & IT Benchmarks Published

Posted on May 6, 2013 at 12:57 pm by / 0
MetricNet has published the results of their 2013 Canada Benchmarks for Customer Service Contact Center, Service Desk and Desktop Support. The updated benchmarking reports are now available for purchase and immediate download via the MetricNet website. These benchmarks include over 20 key performance indicators for cost, productivity, service level and more. Included in this release are benchmarks… Read More
All Resources, Member, Whitepapers

Call Center Benchmarking Case Study

Posted on August 21, 2012 at 10:07 am by / 0
  For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet’s prospective clients, the case studies provide assurance that MetricNet benchmarks yield tangible, measurable business benefits for your organization. Business Mandate A nationwide bank was handling more than 6 million contacts a year from two call… Read More
All Resources, Member, Whitepapers

Call Center Benchmarking Defined

Posted on September 16, 2011 at 12:20 pm by / 0
  How Does YOUR Call Center Stack Up? Part 1:  Call Center Benchmarking Defined How World-Class Call Centers Use Benchmarking to Continuously Improve Their Performance Introduction Benchmarking is a well-established tool for measuring and managing call center performance.  Effective benchmarking enables you to quantify the performance of your call center, compare your call center to… Read More

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