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 Service Desk Benchmark for Outsourced Service Desks (report in PDF format) sample Add-On – Excel Data File for United States Outsourced Service Desk Benchmark sample
Report Number: SD-US-OUT-0723-PLUS
Number of data records in report: 36
Number of KPIs in report: 24
Report Production Date: July 2023
Currency Units: US Dollars $
Price Metrics Average Price per Voice Contact 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 Web Ticket/Email Minute
Handle Time Metrics Inbound Voice 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
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