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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Service Desk Industry Benchmark (in PDF format) sample Add-On – Service Desk Industry Benchmark 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: SD-RB-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 $
Inbound Channel Mix Metrics Voice % of Total Chat % of Total Web Ticket/Email % of Total Walk-Up “Genius Bar” % of Total Self-Help % of Total
Cost Metrics Average Cost per Voice Contact Average Cost per Chat Session Average Cost per Web Ticket/Email Contact Average Cost per Analyst Assisted Contact (voice, chat, and email/web) Average Cost per Contact (all contacts, including Self-Help) Average Cost per Voice Minute Average Cost per Chat Minute Average Cost per Web Ticket/Email Minute
Total Cost of Ownership Metric Net First Level Resolution Rate
Handle Time Metrics Inbound Voice Handle Time (minutes) Outbound Voice Handle Time (minutes) Chat Handle Time (minutes) Web Ticket/Email Handle Time (minutes)
Voice Quality Metrics Voice Customer Satisfaction Net First Contact Resolution Rate Call Quality
Voice Productivity Metrics Voice Analyst Utilization Inbound Voice Contacts per Analyst per Month Voice, Chat, and Email Analysts as a % of Total Service Desk Headcount
Voice SLA Metrics Average Speed of Answer (seconds) Call Abandonment Rate % Answered in 60 Seconds
Analyst Metrics Annual Analyst Turnover Daily Analyst Absenteeism Analyst Schedule Adherence Analyst Occupancy New Analyst Training Hours Annual Analyst Training Hours Analyst Tenure (months) Analyst Job Satisfaction
Chat Metrics % of Contacts Originating in Chat % of Contacts Resolved in Chat Chat First Contact Resolution Rate % Failover Rate from Chat to Voice Customer Satisfaction in Chat Channel Average Concurrent Chat Sessions Max Concurrent Chat Sessions Number of Chat Sessions per Chat Analyst per Month
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