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 Download a sample Benchmarking Report here. 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