Product Description
Outsourced Service Desks – Brazil
$2,999.00–$4,497.00
Brazil Service Desk Benchmark for Outsourced Service Desks (report in PDF format)
Product Description
Report Number:
SD-BR-OUT-1214
Number of data records in report:
30
Report Production Date:
December 2014
Currency Units:
US Dollars $
Price Metrics
Price per Contact
Price per Minute of Handle Time
Level 1 Resolution Rate
Productivity Metrics
Agent Utilization
Inbound Contacts per Agent per Month
Agents as a % of Total Headcount
Service Level Metrics
Average Speed of Answer (ASA)
% of Calls 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
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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Returns and Exchanges
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- You have 14 calendar days to return an item from the date you received it.
- Only items that have been purchased directly from Us.
- Please ensure that the item you are returning is repackaged with all elements.
Ship your item back to Us
Firstly Print and return this Returns Form to:
30 South Park Avenue, San Francisco, CA 94108, USA
Please remember to ensure that the item you are returning is repackaged with all elements.
For more information, view our full Returns and Exchanges information.
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