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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SAMPLE United States Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample
SAMPLE Excel Data File for United States Desktop Support Benchmark for Outsourced Desktop Support Groups sample
Report Number:
DS-US-OUT-0723-PLUS
Number of data records in report:
26
Number of KPIs in report:
17
Report Production Date:
July 2023
Currency Units:
US 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 Ticket Quality
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 within 1 Business Day Mean Time to Fulfill Service Requests (working days) % of Service Requests Fulfilled within 3 Business Days
Technician Metrics Technician Job Satisfaction
No, Yes
