Product Description
In-house/Insourced Service Desks – Canada
$2,999.00–$4,497.00
Canada Service Desk Benchmark for In-house/Insourced Service Desks (report in PDF format) sample
Product Description
Report Number:
SD-CA-IN-0514
Number of data records in report:
51
Report Production Date:
May 2014
Currency Units:
Canadian Dollars $
Cost Metrics
Cost per Contact
Cost per Minute of Handle Time
Level 1 Resolution Rate
Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Outbound Contacts per Agent per Month
Agents as a % of Total Headcount
Service Level Metrics
Average Speed of Answer (ASA)
% Answered in 30 Seconds
Call Abandonment Rate
Quality Metrics
Customer Satisfaction
First Contact Resolution Rate
Call Quality
Agent Metrics
Annual Agent Turnover
Daily Agent Absenteeism
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Tenure
Agent Job Satisfaction
Contact Handling Metrics
Inbound Contact Handle Time
Inbound Contacts as a % of Total Contacts
User Self-Service Completion Rate
Additional Information
| ADD Excel Data File $999 | No, Yes |
|---|---|
| ADD MetricNet Presentation of Benchmarking Results $499 | No, Yes |
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