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.
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Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
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Australia Desktop Support Benchmark for In-house/Insourced Desktop Support (report in PDF format) sample
Add-On – Excel Data File for Australia In-house/Insourced Desktop Support Benchmark sample
Report Number: DS-AU-IN
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 $
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 (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
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
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