MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
CONTACT US
(775) 298-7772
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
$2,999.00 – $4,997.00
Australia Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample
Add-On – Excel Data File for Australia Desktop Support Benchmark for Outsourced Desktop Support Groups sample
Report Number:
DS-AU-OUT
Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days.
Number of data records in report: Variable
Report Production Date: This report is produced on demand using data that is less than 12 months old.
Currency Units:
Australian Dollars $
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
Productivity Metrics Technician Utilization Tickets per Technician per Month Incidents per Technician per Month Service Requests per Technician per Month Technicians as a % of Total Headcount
Service Level Metrics Mean Time to Resolve Incidents (business hours) % of Incidents Resolved in 1 Business Day Mean Time to Fulfill Service Requests (business days) % of Service Requests Fulfilled in 3 Business Days
Ticket Handling Metrics Average Incident Work Time (minutes) Average Service Request Work Time (minutes) Average Travel Time per Ticket (minutes)
Technician Metrics Technician Job Satisfaction New Technician Training Hours Annual Technician Training Hours Annual Technician Turnover Daily Technician Absenteeism Technician Tenure (months)
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
No, Yes
