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!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
CONTACT US
(775) 298-7772
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
$2,999.00 – $4,997.00
Service Desk Benchmark for Outsourced Service Desks (report in PDF format) sample Add-On – Excel Data File for Outsourced Service Desk Benchmark sample
Report Number: SD-CA-OUT-0923
Number of data records in report: 22
Number of KPIs in report: 39
Report Production Date: September 2023
Currency Units: US Dollars $
Inbound Channel Mix Metrics Voice % of Total Chat % of Total Web Ticket/Email % of Total Self-Help % of Total
Price Metrics Average Price per Voice Contact Average Price per Chat Session Average Price per Web Ticket/Email Contact Average Price per Analyst Assisted Contact (voice, chat, and email/web) Average Price per Voice Minute Average Price per Chat Minute Average Price per Web Ticket/Email Minute
Handle Time Metrics Inbound Voice Handle Time (minutes) Chat Handle Time (minutes) Web/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
No, Yes
There are no reviews yet.
Only logged in customers who have purchased this product may leave a review.
