10 Key Service Desk Statistics | 2014 Benchmark

The results of MetricNet’s United States In-House Service Desk Benchmark are in! The data includes 6 types of metrics and 24 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Service Desk professionals should be aware of.

Service Desk Cost:

The average Cost per Inbound Contact for US In-house Service Desks is $20.10   Tweet this stat.

The average Net Level 1 Resolution Rate for US In-house Service Desks is 84.2%  Tweet this stat.

Service Desk Productivity:

The average Outbound Contacts per Agent per Month in US In-house Service Desks was 319 Tweet this stat.

Service Desk Service Level:

The average Call Abandonment Rate for US In-house Service Desks is 6.7% Tweet this stat.

The average % of Calls Answered in 30 Seconds in US In-house Service Desks is 56.7% Tweet this stat.

Service Desk Quality:

The median Net First Contact Resolution Rate for US In-house Service Desks is 70% Tweet this stat.

Service Desk Agent: 

The average Agent Tenure for US In-house Service Desks is 36.3 months. One Service Desk nearly tripled that number at 118.9 months! Tweet this stat.

The median Annual Agent Training Hours for US In-house Service Desks is 30 Tweet this stat.

The average Agent Schedule Adherence for US In-house Service Desks is 85.8% Tweet this stat.

Service Desk Contact Handling: 

The average Inbound Contact Handle Time (all contacts) for US In-house Service Desks is 9.75 minutes Tweet this stat.

Purchase the full US In-House Service Desk Benchmark

MetricNet’s Service Desk Benchmarks are built on MetricNet’s worldwide database of Service Desk process and performance indicators, and are the most comprehensive benchmarks in the industry.

Key Performance Indicators included in the Service Desk Cost Benchmark  for in-house/insourced Service Desk groups can be found here.

Key Performance Indicators included in the Service Desk Price Benchmark  for outsourced Service Desk groups can be found here.