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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United States Desktop Support Benchmark for In-house/Insourced Desktop Support PRO (report in PDF format) sample
Add-On – Excel Data File for United States In-house/Insourced Desktop Support Benchmark PRO sample
Report Number: DS-US-IN-0723-PRO
Number of data records in report: 34
Number of KPIs in report: 29
Report Production Date: June 2023
Currency Units: US Dollars $
Cost Metrics Cost per Ticket Cost per Incident Cost per Service Request Quality Metrics Customer Satisfaction Incident First Contact 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 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 User per Month Incidents per User per Month Service Requests per User per Month Incidents as a % of Total Ticket Volume
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