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!
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A range of free and downloadable whitepapers
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Contact Center Industry Benchmark (report in PDF format) sample
Add-On – Contact Center Benchmarking Data File (in Excel format) sample
Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days.
Report Number: CC-CL-ODM
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: US Dollars $
Collections Metrics % Recovery % Promises Kept Funds Collected per Agent per Month Average Amount Collected per Collection
Cost Metrics Average Cost Contact Average Cost per Minute of Handle Time
Handle Time Metrics Average Call Handle Time (minutes)
Quality Metrics Customer Satisfaction Call Quality
Productivity Metrics Agent Utilization Contacts per Agent per Month Agents as a % of Total Call Center Headcount
SLA Metrics Call Abandonment Rate % Answered in 60 Seconds
Agent Metrics Annual Agent Turnover Daily Agent Absenteeism Schedule Adherence Agent Occupancy New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Agent Job Satisfaction
No, Yes
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