Benchmarks can be fundamentally broken down into two types: Cost Benchmarks, and Price Benchmarks. A Cost Benchmark applies when you are benchmarking your own, internal, in-house Service Desk, Call Center, or Desktop Support Group. A Price Benchmark, by Contrast, applies when you are benchmarking an outsourced Service Desk, Call Center, or Desktop Support function.
Cost Benchmarks are undertaken by organizations that wish to improve the performance of their internally operated Service Desk, Call Center, or Desktop Support Function. Typically the focus of a Cost Benchmark is to either reduce the cost of a function, or to improve the performance of a function. By contrast, a Price Benchmark is often undertaken by an organization that is contemplating outsourcing, and wishes to negotiate the best possible terms and conditions for their outsource contract, or by an organization that has already outsourced, and wishes to measure how their outsourcer is performing, possibly with an eye towards negotiating a more favorable contract with their outsource vendor.
MetricNet’s Service Desk Cost Benchmark for in-house/insourced Service Desks
Cost Metrics
Cost per Contact
Cost per Minute of Handle Time
Level 1 Resolution Rate
Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Outbound Contacts per Agent per Month
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Quality Metrics
Customer Satisfaction
First Contact Resolution Rate
Call Quality
Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure
Agent Job Satisfaction
Contact Handling Metrics
Inbound Contact Handle Time
Inbound Contacts as a % of Total Contacts
User Self-Service Completion Rate
MetricNet’s Service Desk Price Benchmark for outsourced Service Desks
Price Metrics
Price per Inbound Contact
Price per Minute of Handle Time
Net Level 1 Resolution Rate
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality
Contact Handling Metrics
Inbound Contact Handle Time
User Self-Service Completion Rate
MetricNet’s Call Center Cost Benchmark for in-house/insourced call centers
Cost Metrics
Cost per Inbound Contact
Cost per Minute of Handle Time
Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Agents as a % of Total Headcount
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality
Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure
Agent Job Satisfaction
Contact Handling Metrics
Inbound Contact Handle Time
IVR Completion Rate
MetricNet’s Call Center Price Benchmark for outsourced call centers
Price Metrics
Price per Inbound Contact
Price per Minute of Handle Time
Quality Metrics
Customer Satisfaction
Net First Contact Resolution Rate
Call Quality
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls Answered in 30 Seconds
Call Abandonment Rate
Contact Handling Metrics
Inbound Contact Handle Time
IVR Completion Rate
MetricNet’s Desktop Support Cost Benchmark for in-house/insourced Desktop Support groups
Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request
Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable
Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount
Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours
Technician Metrics
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure
Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)
Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume
MetricNet’s Desktop Support Price Benchmark for outsourced Desktop Support groups
Price Metrics
Price per Ticket
Price per Incident
Price per Service Request
Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable
Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours
Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume
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