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MetricNet Benchmarks

MetricNet
Benchmarks

Peer Group
Benchmarks


Custom Benchmark



Unique Peer Group

Industry
Benchmarks


Industry Benchmarking
Reports by geography


Benchmarking
Data Files


Custom Benchmarking
Data in Excel format

3

MetricNet Peer Group Benchmarking
The IT Service and Support Peer Group Benchmark


4

MetricNet Industry Benchmarks


5

Benchmarking Data Files
Service Desk Benchmark: Sample Data
Benchmark:
Geography:
Process:
Sector:

Cost
United States
Technical Support
All

SAMPLE DATA ONLY. DATA IS NOT ACCURATE!


Sample Data Values

Record
Number
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54

Cost per
Minute of
Inbound
Customer
Handle Time Satisfaction
$1.36
53.7%
$3.28
52.5%
$3.21
41.9%
$0.99
48.5%
$1.51
58.2%
$0.50
54.8%
$4.30
53.0%
$4.13
41.8%
$4.97
44.6%
$1.87
43.0%
$1.88
43.6%
$0.81
46.1%
$2.03
47.4%
$1.35
51.4%
$2.72
51.3%
$3.50
42.8%
$1.17
50.3%
$0.82
56.6%
$2.74
45.4%
$3.62
50.3%
$3.27
40.8%
$4.29
56.5%
$3.65
48.4%
$3.01
53.1%
$3.43
51.1%
$1.94
54.5%
$4.34
56.2%
$3.05
58.1%
$3.58
49.3%
$1.57
49.2%
$3.70
43.3%
$3.68
56.8%
$4.23
47.8%
$3.76
60.1%
$4.80
50.0%
$2.11
50.1%
$1.61
45.6%
$5.48
40.6%
$5.00
47.4%
$1.01
55.4%
$1.20
39.0%
$1.73
38.6%
$4.53
51.4%
$4.53
42.5%
$3.35
39.9%
$4.19
58.0%
$1.18
59.7%
$5.45
60.4%
$2.72
42.0%
$4.19
51.1%
$2.51
51.3%
$2.46
45.6%
$3.33
47.5%
$1.05
48.9%

Agent
Utilization
64.2%
34.8%
32.6%
53.8%
26.3%
38.7%
55.2%
64.6%
66.0%
44.1%
56.8%
34.8%
35.2%
50.3%
38.2%
48.7%
67.7%
27.6%
55.6%
62.3%
55.2%
63.4%
65.9%
71.9%
37.2%
32.9%
55.9%
38.6%
31.2%
55.2%
39.3%
34.1%
69.2%
63.6%
42.7%
35.4%
34.7%
61.7%
58.9%
51.5%
60.7%
44.1%
25.5%
67.7%
37.1%
41.5%
31.3%
62.0%
39.4%
59.2%
28.0%
49.5%
35.0%
67.7%

Net First
Contact
Resolution
Agent Job
Rate
Satisfaction
51.1%
43.7%
51.0%
39.8%
50.0%
58.6%
44.5%
40.4%
46.4%
49.6%
54.5%
45.1%
44.9%
57.4%
59.2%
50.8%
57.3%
49.1%
47.4%
58.3%
49.1%
41.8%
48.1%
57.5%
54.1%
57.7%
41.6%
60.1%
49.2%
49.5%
51.2%
50.6%
46.3%
52.5%
48.3%
50.6%
56.5%
56.0%
50.8%
48.6%
60.1%
52.4%
50.8%
45.4%
45.2%
52.5%
60.5%
56.8%
57.8%
47.3%
49.9%
43.0%
50.2%
52.3%
48.4%
64.7%
46.7%
41.8%
50.0%
65.8%
46.6%
37.8%
48.4%
39.3%
56.4%
50.8%
40.9%
61.0%
45.3%
53.4%
48.9%
54.1%
40.0%
43.6%
61.6%
48.7%
42.9%
41.3%
52.2%
59.8%
51.0%
56.2%
57.7%
64.6%
34.3%
30.3%
58.2%
61.4%
55.0%
44.9%
44.4%
46.2%
33.8%
43.0%
42.6%
41.5%
47.8%
48.6%
47.7%
49.0%
46.5%
46.8%
51.1%
48.1%
52.1%
50.4%
53.7%
41.4%

Average
Speed of
Answer
(seconds)
83
42
23
61
14
30
30
17
15
36
17
20
8
21
74
93
25
1
19
29
105
85
7
10
22
126
62
56
21
11
52
88
22
127
19
10
33
33
3
25
25
24
15
34
25
56
15
14
27
98
39
20
31
50

Inbound
Contacts per Agents as a
% of Calls
Call
Cost per
Agent per
% of Total Answered in Abandonment
Inbound
Annual Agent Daily Agent
Agent
Month
Headcount
30 Seconds
Rate
Call Quality
Contact
Turnover
Absenteeism Occupancy
$5.38
80
52.3%
19.1%
11.1%
47.7%
22.8%
7.4%
52.0%
$3.31
203
58.8%
42.7%
2.0%
48.9%
17.0%
8.4%
56.8%
$12.97
738
49.6%
38.0%
1.5%
48.3%
49.4%
5.5%
55.5%
$7.48
168
49.9%
64.2%
4.6%
61.0%
66.7%
8.0%
51.1%
$3.64
249
49.4%
61.1%
1.8%
45.8%
29.9%
4.8%
48.3%
$6.66
216
45.0%
47.5%
1.8%
48.3%
42.2%
9.2%
60.6%
$3.84
588
51.4%
50.7%
2.4%
48.6%
37.0%
5.5%
46.1%
$2.34
194
58.4%
45.6%
2.1%
49.5%
29.8%
8.3%
55.3%
$23.96
77
47.7%
51.4%
2.5%
48.5%
64.7%
6.1%
36.5%
$14.79
170
47.2%
48.1%
3.9%
52.8%
58.7%
7.4%
38.9%
$5.49
487
59.2%
54.2%
1.6%
50.5%
30.7%
11.9%
57.3%
$3.59
667
47.0%
55.2%
1.1%
48.0%
38.4%
16.8%
49.9%
$12.91
318
53.1%
52.8%
2.7%
50.1%
68.3%
7.7%
64.4%
$5.39
681
49.9%
53.8%
2.1%
53.6%
40.7%
10.0%
45.6%
$1.02
1240
44.9%
39.6%
3.0%
52.1%
35.1%
5.3%
36.5%
$5.24
261
49.5%
42.4%
3.2%
44.7%
29.3%
5.7%
43.6%
$10.96
54
54.2%
53.6%
2.5%
52.2%
19.6%
7.7%
49.3%
$4.02
560
47.4%
49.9%
2.4%
52.2%
42.8%
1.5%
42.2%
$20.06
271
43.8%
43.8%
2.3%
49.9%
91.8%
18.3%
67.0%
$4.34
468
45.8%
51.3%
4.9%
47.2%
23.8%
6.8%
49.6%
$4.53
208
41.0%
50.1%
9.1%
43.3%
66.5%
12.9%
58.7%
$12.61
305
45.2%
40.6%
7.6%
52.9%
39.0%
12.6%
52.4%
$3.98
363
56.0%
47.9%
2.1%
47.6%
32.0%
2.5%
66.0%
$10.93
223
55.3%
40.3%
2.1%
52.4%
27.9%
4.6%
48.7%
$6.78
181
50.9%
43.1%
3.0%
46.8%
25.0%
6.2%
45.9%
$3.60
464
50.9%
47.8%
5.9%
47.9%
77.8%
18.6%
48.1%
$4.96
428
53.2%
28.0%
9.1%
48.7%
8.9%
9.1%
50.5%
$8.44
313
45.7%
44.9%
9.2%
39.8%
47.2%
6.5%
45.4%
$4.02
825
45.7%
42.5%
1.3%
48.8%
41.0%
1.7%
44.8%
$0.75
521
47.4%
47.9%
1.4%
51.6%
56.1%
13.8%
52.4%
$8.41
349
47.8%
35.9%
4.9%
46.2%
31.8%
8.6%
51.1%
$5.08
314
51.0%
41.5%
4.6%
54.2%
21.5%
5.6%
52.6%
$2.10
963
49.7%
30.2%
4.2%
56.4%
26.8%
3.5%
43.7%
$1.25
844
53.2%
61.7%
20.0%
57.0%
30.3%
16.4%
59.5%
$2.14
290
47.5%
54.2%
1.2%
47.9%
26.5%
10.0%
48.3%
$15.49
288
52.2%
59.4%
2.7%
39.5%
58.7%
5.0%
40.9%
$5.27
1003
50.3%
47.9%
2.3%
50.8%
51.9%
7.6%
43.9%
$3.84
361
54.8%
50.0%
1.6%
51.4%
44.9%
7.3%
38.4%
$8.04
141
55.9%
46.0%
1.9%
52.4%
50.4%
7.6%
51.3%
$2.01
291
49.6%
42.6%
1.6%
53.7%
61.5%
14.5%
52.4%
$8.16
347
55.6%
43.5%
1.1%
54.6%
49.4%
7.0%
56.3%
$2.76
1403
51.3%
29.8%
5.8%
56.8%
66.8%
5.6%
31.5%
$6.42
293
57.7%
42.6%
3.1%
47.6%
87.9%
13.0%
43.8%
$9.81
700
54.3%
35.2%
2.0%
53.5%
21.7%
10.6%
52.0%
$11.36
445
45.6%
61.8%
3.2%
50.5%
81.6%
12.1%
45.2%
$5.25
591
55.0%
61.6%
7.8%
59.3%
31.9%
8.3%
39.6%
$7.35
112
39.9%
63.3%
2.6%
48.0%
52.0%
4.6%
45.8%
$2.46
321
47.3%
54.7%
2.1%
46.7%
38.0%
7.9%
44.6%
$2.18
687
47.2%
60.0%
9.6%
54.3%
33.4%
4.9%
48.2%
$1.66
604
49.8%
75.7%
10.4%
50.2%
13.8%
3.6%
58.3%
$22.00
446
38.9%
39.2%
4.8%
49.1%
82.8%
10.1%
37.7%
$3.08
559
52.6%
41.4%
2.9%
55.6%
30.8%
8.1%
38.9%
$7.05
460
41.3%
46.4%
2.7%
50.6%
14.1%
1.8%
34.7%
$3.05
489
47.4%
66.2%
4.9%
51.8%
24.9%
8.8%
59.5%


Agent
Schedule
Adherence
52.4%
48.0%
55.2%
48.1%
52.6%
48.5%
50.7%
52.9%
51.7%
45.3%
55.6%
54.7%
52.8%
55.0%
48.0%
51.0%
46.0%
42.0%
55.1%
48.0%
47.6%
53.6%
48.5%
50.4%
52.9%
44.3%
47.4%
47.9%
46.2%
56.6%
48.6%
47.2%
49.2%
52.9%
49.7%
49.2%
47.7%
55.6%
52.9%
50.1%
48.6%
59.6%
42.3%
53.0%
46.5%
53.2%
53.4%
52.4%
50.7%
46.7%
56.8%
46.5%
46.6%
45.9%

Inbound
Contact
Handle Time
IVR
New Agent Annual Agent
Agent Tenure (all contacts) Completion
Training
Training
Rate
Hours
Hours
(months)
(minutes)
45
3
34.2
4.62
41.2%
76
25
31.7
4.27
21.4%
83
0
16.2
8.05
0.0%
125
16
20.1
10.06
12.3%
116
29
35.0
6.81
7.4%
42
4
40.5
3.95
28.9%
130
50
15.3
1.93
0.0%
70
2
42.3
6.54
14.7%
175
12
14.9
17.88
0.0%
52
29
26.5
8.27
63.3%
125
54
31.5
5.76
0.2%
68
4
41.4
4.41
52.9%
81
10
16.9
9.57
32.8%
61
29
20.2
1.17
17.9%
106
122
51.5
2.84
0.0%
181
5
26.9
6.01
0.0%
375
17
77.5
10.94
30.1%
207
10
31.5
7.19
52.9%
2
17
28.6
10.74
0.0%
132
41
28.5
6.34
22.4%
86
69
30.8
1.92
41.1%
178
3
28.6
19.63
76.1%
98
0
18.1
6.62
24.1%
96
31
44.2
3.52
5.5%
96
19
73.7
7.91
3.9%
75
0
10.3
4.93
8.1%
75
0
64.2
7.98
0.0%
46
15
34.2
9.10
4.6%
168
46
39.5
1.32
83.0%
118
3
17.9
2.30
2.7%
37
3
54.4
16.18
31.4%
46
26
78.6
8.40
62.1%
112
16
21.5
3.00
27.1%
53
16
30.2
3.40
58.6%
137
11
28.3
2.87
40.4%
145
3
11.5
10.01
15.0%
182
2
27.6
3.65
74.0%
33
19
36.8
2.41
0.0%
19
0
23.3
2.21
0.5%
91
0
4.0
3.16
0.0%
231
0
17.8
5.59
0.0%
120
7
11.0
2.33
15.9%
109
5
9.1
7.23
0.0%
121
7
34.3
10.61
8.1%
166
0
29.8
11.88
0.0%
132
30
27.5
6.66
0.0%
159
8
33.1
1.77
0.0%
81
0
28.3
9.04
0.0%
78
2
41.3
1.08
20.0%
196
22
21.1
2.28
0.0%
35
9
5.6
9.21
0.0%
122
4
28.8
3.83
1.8%
257
33
127.6
3.46
12.2%
151
6
41.7
5.45
0.0%

6

Connect With MetricNet on Social Media

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#MetricNetLive
on Twitter to
participate.
Share thoughts,
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7

Empirical Observations from Our Global Benchmarking Database

Global Database
More than 2,700 IT Service and Support Benchmarks
70+ Key Performance Indicators
More than 120 Industry Best Practices


8

The Maturity Continuum in IT Support
Reactive Stage



Newer and less evolved
support organizations
are in this category



A reactive “fire-fighting”
mentality prevails at this
stage





Focus tends to be almost
exclusively on service
level compliance
Support is continuously
playing catch-up with
user needs and
expectations

Growth Stage









Heavy investments in
training, tools, and
metrics characterize this
stage
A knowledge base of
problem solutions is
typically established
An expert network of
problem solvers is
developed outside of
support
User self-help begins:
user-enabled password
resets, user searchable
knowledge base


Strategic Stage









The primary purpose of a
strategic support
organization is to make end
users more productive, and
to drive a positive view of IT
A preventive, proactive
culture prevails
Support anticipates user
needs and expectations, and
provides services
accordingly
Customer enthusiasm
and value creation is the
goal!
9

IT Support as a Business Enterprise

Create Value
Metrics Focused
Proactive
Marketing


10

A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Metrics

Anticipate user
needs and
expectations

4. Marketing

2

Holistic and
diagnostic
application of
KPI’s

3. Proactive

4

Leverage enduser productivity
and TCO

Actively manage
stakeholder
perceptions

Metrics

Marketing

3

Proactive

11

Value: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Metrics

Anticipate user
needs and
expectations

4. Marketing

2

Holistic and
diagnostic
application of
KPI’s

3. Proactive

4

and TCO

Actively manage
stakeholder
perceptions

Metrics

Marketing

3

Proactive

12

Value

Support Drives Customer Satisfaction for All of IT
90%

84%

% Saying Very Important

80%




70%




60%

n = 1,044
Global large cap companies
Survey type: multiple choice
3 responses allowed per survey

47%

50%
40%

31%
30%

29%
22%

19%

20%

8%

10%
0%
Service Desk

Desktop
Support

Network
Outages

VPN

Training

Enterprise
Applications

Desktop
Software

Factors Contributing to IT Customer Satisfaction


84% cited the service desk as a very important factor in their overall satisfaction with corporate IT



47% cited desktop support as a very important factor in their overall satisfaction with corporate IT


13

Value

Productive Hours Lost per Employee per Year

Quality of Support Drives End-User Productivity
70
60
50
40
30
20
10

n = 60

Performance Quartile

0
0

Support Function
Service Desk

Desktop Support

1

2

Key Performance Indicator
Customer Satisfaction
First Contact Resolution Rate
Mean Time to Resolve (hours)

Average Productive Hours Lost per Employee per Year

3

1 (top)
93.5%
90.1%
0.8
94.4%
89.3%
2.9
17.1


4

2
3
84.5%
76.1%
83.0%
72.7%
1.2
3.6
89.2%
79.0%
85.6%
80.9%
4.8
9.4
25.9

37.4

5

4 (bottom)
69.3%
66.4%
5.0
71.7%
74.5%
12.3
46.9
14

Value

Support Has an Opportunity to Minimize TCO
Support Level

Cost per Ticket

Vendor

$471

Field Support

$196

Level 3 IT
(apps, networking, NOC, etc.)

$85

Level 2: Desktop Support

$62

Level 1: Service Desk

$22


15

POLLING QUESTION


16

Metrics: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Metrics

Anticipate user
needs and
expectations

4. Marketing

2

Holistic and
diagnostic
application of
KPI’s

3. Proactive

4

and TCO

Actively manage
stakeholder
perceptions

Metrics

Marketing

3

Proactive

17

Metrics

The Premise Behind Support KPI’s

We’ve all heard the expression…
“If you’re not measuring it…
you’re not managing it!”
But there’s more to the story…Lots more!


18

Metrics

Some Common Service Desk Metrics
Cost



Cost per Ticket
First Level Resolution Rate

Quality




Agent









Agent Occupancy
Annual Agent Turnover
Daily Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Schedule Adherence
Agent Tenure
Agent Job Satisfaction

Call Quality

Productivity




Service Level







Average speed of answer
(ASA)
Call abandonment rate
% Answered within 30
Seconds
Average hold time
Average time to abandon
Percent of calls blocked

Contacts per Agent per
Month
Agent Utilization
Agents as % of Total
FTE’s

Call Handling




Contact Handle Time
% Escalated Level 1
Resolvable
User Self-Service
Completion Rate

And there are hundreds more!!

19

Metrics

Some Common Desktop Support Metrics
Cost




Cost per Ticket
Cost per Incident
Cost per Service Request

Quality




Service Level





Average Incident Response
Time (min)
% of Incidents Resolved in
24 Hours
Mean Time to Resolve
Incidents (hours)
Mean Time to Complete
Service Requests (days)



Technician





Ticket Handling




Average Incident Work
Time (min)
Average Service Request
Work Time (min)
Average Travel Time per
Ticket (min)

(Incidents)
% Resolved Level 1 Capable
% of Tickets Re-opened





Technician Satisfaction
New Technician Training
Hours
Annual Technician Training
Hours
Annual Technician Turnover
Technician Absenteeism
Technician Tenure (months)
Technician Schedule
Adherence

Productivity






Technician Utilization
Tickets per TechnicianMonth
Incidents per TechnicianMonth
Service Requests per
Technician-Month
Ratio of Technicians to
Total Headcount

Workload





Tickets per Seat per Month
Incidents per Seat per
Month
Service Requests per Seat
per Month
Incidents as a % of Total
Ticket Volume

And there are hundreds more!!

20

Metrics

The Dilemma with IT Support KPI’s

Lots and Lots of data


But not enough analysis…



Not enough Insight…



And not enough Action!!


21

Metrics

Two Paradigms for IT Support Metrics
The Historical Approach

The Holistic Approach
Action
(45%)

Prescription
(7.5%)

Prescription
(30%)

Analysis
(15%)
Measurement
(75%)

Increasing Value!

Action
(2.5%)


Analysis
(20%)
Measurement
(5%)

22

Metrics

Service Desk KPI’s: Which Ones Really Matter?
Cost



Cost per Ticket

Quality




Productivity



Agent Utilization

Call Handling




TCO




Agent




Aggregate



Balanced scorecard

Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!

23

Metrics

Desktop Support KPI’s: Which Ones Really Matter?
Cost



Cost per Ticket

Quality



Customer satisfaction

Productivity



Technician Utilization

Call Handling



First contact resolution rate (incidents)

Service Level



Mean Time to Resolve

TCO



% Resolved Level 1 Capable

Technician



Technician Satisfaction

Aggregate



Balanced scorecard


24

Metrics

Cost



Cost per Ticket

Quality




Productivity



Agent Utilization

Call Handling




TCO




Agent




Aggregate



Balanced scorecard


25

Metrics

Aggregate Metrics: The Balanced Scorecard
Performance Metric
Cost per Contact
Agent Utilization
Net First Contact Resolution Rate
Average Speed of Answer
Total

Performance Range
Metric
Your
Weighting Worst Case Best Case Performance
25.0%
$55.28
$9.15
$21.83
25.0%
63.7%
97.5%
77.2%
15.0%
30.9%
64.4%
47.0%
15.0%
51.8%
87.5%
70.2%
10.0%
53.5%
91.5%
73.4%
10.0%
192
13
60
100.0%

Step 1

N/A

N/A

For each performance metric,
the highest and lowest
performance levels in the
benchmark are recorded

Step 2
Each metric has been
weighted according to its
relative importance

Balanced
Score

72.5%
39.9%
48.0%
51.4%
52.4%
73.5%

18.1%
10.0%
7.2%
7.7%
5.2%
7.3%

N/A

55.6%

N/A

Step 5

Step 3

Six critical
performance
metrics have been
selected for the
scorecard

Metric
Score

Your score for each
metric is then calculated:
(worst case – actual
performance) / (worst
case – best case) X 100

Step 4
Your actual
performance for
each metric is
recorded in this
column

26

Step 6
Your balanced score for each
metric is calculated: metric
score X weighting

Metrics

Benchmarking Your Overall Performance
100.0%

Key Statistics
Balanced Scores

90.0%

High
Average ----Median
Low
Your Score

80.0%

Balanced Scores

70.0%

86.5%
50.3%
50.3%
13.8%
55.6%

60.0%

50.0%

40.0%

30.0%

20.0%

10.0%

0.0%


27
27

Metrics

The Performance Trend in IT Support
85%

IT Support Balanced Score

80%
75%
70%
65%
60%
55%
50%
45%
40%
Jan

Feb

Mar

Apr

May

Jun

12 Month Average

Jul

Aug

Sep

Oct

Nov

Dec

Monthly Score


28

Question & Answer


29

Metrics

Cost



Cost per Ticket

Quality




Productivity



Agent Utilization

Call Handling




TCO




Agent




Aggregate



Balanced scorecard


30

Metrics

The Benchmarking Methodology
Your IT Support
Performance

COMPARE

Performance of
Benchmarking Peer
Group

Determine How
Best in Class
Achieve Superiority

Adopt Selected
Practices of
Best in Class

The ultimate
objective of
benchmarking

Build a Sustainable
Competitive
Advantage

Read MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!


32

Metrics

The Goal of Benchmarking
Higher

BEST-IN-CLASS
PERFORMANCE CURVE

AFTER BENCHMARKING

Quality

AVERAGE PERFORMANCE CURVE

STARTING POINT: BEFORE
BENCHMARKING

Lower

Cost per Ticket


Higher

33

POLLING QUESTION


34

POLLING QUESTION


35

Metrics

Benchmarking Performance Summary
Sample Data Only! Not Intended for Benchmarking Purposes!
Metric
Type

Key Performance Indicator (KPI)

Cost/Contact
Contacts/Agent-Month
Productivity
Agent Utilization
Average Speed of Answer (ASA) in seconds
Service Level Percent Answered in 30 Seconds or Less
Call Abandonment Rate
Call Quality
Quality
Daily Absenteeism
Agent
Ongoing Agent Annual Training Hours
Agent Satisfaction (% satisfied or very satisfied)
Agents as a Percent of Total FTE's
Contact Handle Time (min:sec)
Call Handling First Contct Resolution Rate
IVR Completion Rate
Cost

Your
Score

Average

$28.17
59.0%
429
46.7%
18
86.6%
2.9%
68.4%
63.0%
29.5%
19.2%
36
12
71.0%
77.9%
12:41
51.3%
6.7%

$22.96
81.0%
504
53.1%
45
72.1%
8.1%
79.9%
79.0%
31.7%
13.2%
79
34
75.4%
70.5%
11:18
71.2%
22.0%

Peer Group
Min
Median
$6.59
59.0%
373
25.9%
12
36.5%
1.4%
43.8%
41.9%
1.7%
0.1%
20
0
33.8%
57.1%
2:47
45.4%
0.0%

$22.56
83.0%
487
53.9%
34
71.3%
7.6%
75.8%
75.5%
26.4%
13.0%
69
20
70.1%
69.3%
9:34
67.8%
18.9%

Max
$38.44
88.0%
699
71.1%
187
100.0%
25.2%
94.5%
96.6%
94.0%
29.8%
241
130
94.5%
88.4%
19:55
94.1%
44.8%

Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!

36

Metrics

The Foundation Metrics: Cost and Quality
Cost/Contact
(Efficiency)

(Effectiveness)


37

Metrics

Foundation Metrics: Cost vs. Quality
Middle Quartiles
Effective but not Efficient

Top Quartile
Efficient and Effective

Quality (Effectiveness)

Higher
Quality

Lower
Quality

Your Service
Desk
Peer Group

Middle Quartiles
Efficient but not Effective

Lower Quartile

Higher Cost

Cost (Efficiency)

Lower Cost

38

Metrics

Agent Utilization and First Contact Resolution Rate
Cost/Contact


Agent
Utilization

First Contact
Resolution


39

Metrics

Agent Utilization Drives Cost per Contact
$45

Cost per Contact

$40
$35
$30
$25
$20
$15
$10
$5
$0
20%

30%

40%

50%

60%

70%

80%

Agent Utilization


40

Metrics

Agent Utilization Defined
((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +

Agent
Utilization



(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))

=

(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)

Agent Utilization is a measure of the actual time agents spend providing direct customer
support in a month, divided by total time at work during the month



It takes into account both inbound and outbound contacts handled by the Agents, and
includes all contact types: voice, voice mail, email, web chat, walk-in, etc.



But the calculation for Agent Utilization does not make adjustments for sick days, holidays,
training time, project time, or idle time



By calculating Agent Utilization in this way, all Service Desks worldwide are measured in
exactly the same way, and can therefore be directly compared for benchmarking purposes


41

Metrics

Example: Service Desk Agent Utilization


Inbound Contacts per Agent per Month = 375



Outbound Contacts per Agent per Month = 225



Average Inbound Contact Handle Time = 10 minutes



Average Outbound Contact Handle Time = 5 minutes

((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +

Agent
Utilization

Agent
Utilization

(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))

=

(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)

((375 Inbound Contacts per Month) X (10 minutes) + (225 Outbound Contacts per Month) X (5 minutes)

=

(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)


=

50.4%
Agent
Utilization

42

Metrics

First Contact Resolution Drives Customer Satisfaction


100%

80%

60%

40%

20%
20%

40%

60%

80%

100%

First Contact Resolution

43

Metrics

Service Levels: ASA and Abandonment Rate
Cost/Contact


Agent
Utilization

First
Contact
Resolution

Scheduling
Efficiency

Service Levels:
ASA and AR


Training Hours

44

Metrics

ASA Drives Cost per Contact
$40.00

Cost per Contact

$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
0

50

100

150

200

250

Average Speed of Answer (sec)


45

Metrics

Call Abandonment Rate Also Drives Cost per Contact

$45.00
Cost per Contact

$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%



46

Metrics

ASA vs. Customer Satisfaction


100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
0

5%

10%

15%

20%

ASA as a % of Total Handle Time


47

Metrics

Call Abandonment Rate vs. Customer Satisfaction


100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
0.0%

5.0%

10.0%

15.0%

20.0%

25.0%



48

Metrics

Training Hours Impact First Contact Resolution Rate
Cost/Contact


Agent
Utilization

First
Contact
Resolution

Scheduling
Efficiency

Service Levels:
ASA and AR


Training Hours

49

Metrics

New Agent Training Hours vs. First Contact Resolution


100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
0

50

100

150

200

250

300

350



50

Metrics

Annual Agent Training vs. First Contact Resolution


100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
0

20

40

60

80

100

120

140



51

Metrics

A Summary of Service Desk KPI Correlations
Cost/Contact


Agent
Utilization

Scheduling
Efficiency

Service Levels:
ASA and AR

First
Contact
Resolution
Agents/
Total FTE’s

Absenteeism/
Turnover

First Level
Resolution

Handle
Time

Call
Quality

Agent
Satisfaction
Coaching

Career Path


Training Hours
52

Metrics

Benchmarking Performance Summary
Sample Data Only! Not Intended for Benchmarking Purposes!
Metric
Type

Key Performance Indicator (KPI)

Cost/Contact
Contacts/Agent-Month
Productivity
Agent Utilization
Average Speed of Answer (ASA) in seconds
Service Level Percent Answered in 30 Seconds or Less
Call Quality
Quality
Daily Absenteeism
Agent
Ongoing Agent Annual Training Hours
Agent Satisfaction (% satisfied or very satisfied)
Agents as a Percent of Total FTE's
Contact Handle Time (min:sec)
Call Handling First Contct Resolution Rate
IVR Completion Rate
Cost

Your
Score

Average

$28.17
59.0%
429
46.7%
18
86.6%
2.9%
68.4%
63.0%
29.5%
19.2%
36
12
71.0%
77.9%
12:41
51.3%
6.7%

$22.96
81.0%
504
53.1%
45
72.1%
8.1%
79.9%
79.0%
31.7%
13.2%
79
34
75.4%
70.5%
11:18
71.2%
22.0%

Peer Group
Min
Median
$6.59
59.0%
373
25.9%
12
36.5%
1.4%
43.8%
41.9%
1.7%
0.1%
20
0
33.8%
57.1%
2:47
45.4%
0.0%

$22.56
83.0%
487
53.9%
34
71.3%
7.6%
75.8%
75.5%
26.4%
13.0%
69
20
70.1%
69.3%
9:34
67.8%
18.9%

Max
$38.44
88.0%
699
71.1%
187
100.0%
25.2%
94.5%
96.6%
94.0%
29.8%
241
130
94.5%
88.4%
19:55
94.1%
44.8%

Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!

53

Proactive: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Metrics

Anticipate user
needs and
expectations

4. Marketing

2

Holistic and
diagnostic
application of
KPI’s

3. Proactive

4

and TCO

Actively manage
stakeholder
perceptions

Metrics

Marketing

3

Proactive

54

Proactive

A Proactive Culture in IT Support
Some Common Proactive Behaviors


Root Cause Analysis / Closed Ticket Analysis



Marketing / Brand Management



Business Case Analysis for New Investments



Benchmarking



Goal-based Training



Cause-and-Effect Decision-making



Manage Agent Morale / Agent Job Satisfaction



Agent Scorecards

55

Proactive

A Proactive Culture in IT Support
Some Common Proactive Behaviors


Root Cause Analysis / Closed Ticket Analysis



Marketing / Brand Management



Business Case Analysis for New Investments



Benchmarking



Goal-based Training



Cause-and-Effect Decision-making



Manage Agent Morale / Agent Job Satisfaction



Agent Scorecards

56

POLLING QUESTION


57

Proactive

Managing Agent Morale and Job Satisfaction
Cost per Ticket


Agent
Utilization

Scheduling
Efficiency

Service Levels:
ASA and AR

First
Contact
Resolution
Agents/
Total FTE’s

Absenteeism/
Turnover

First Level
Resolution

Handle
Time

Call
Quality

Agent
Satisfaction
Coaching

Career Path


Training Hours

58

Proactive

Agent Job Satisfaction vs. Customer Satisfaction
100%

Cutomer Satisfaction

90%

80%

70%

60%

50%

40%
40%

50%

60%

70%

80%

90%

100%



59

Proactive

Agent Job Satisfaction vs. Agent Turnover
80%


70%
60%
50%
40%
30%
20%
10%
0%
40%

50%

60%

70%

80%

90%

100%



60

Proactive

Managing Agent Morale and Job Satisfaction
Cost per Ticket


Agent
Utilization

Scheduling
Efficiency

Service Levels:
ASA and AR

First
Contact
Resolution
Agents/
Total FTE’s

Absenteeism/
Turnover

First Level
Resolution

Handle
Time

Call
Quality

Agent
Satisfaction
Coaching

Career Path


Training Hours

61

Proactive

Agent Training Hours vs. Agent Job Satisfaction
100%


90%

80%

70%

60%

50%

40%
0

10

20

30

40

50

60

70

80

90

100



62

Proactive

The Impact of Career Path on Agent Job Satisfaction
100%


90%

Average = 80.7%
80%

Average = 72.3%

70%

60%

50%

40%
Agent Satisfaction with Career Path

Agent Satisfaction without Career Path


63

Question & Answer


64

Marketing: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Metrics

Anticipate user
needs and
expectations

4. Marketing

2

Holistic and
diagnostic
application of
KPI’s

3. Proactive

4

and TCO

Actively manage
stakeholder
perceptions

Metrics

Marketing

3

Proactive

65

Marketing

The Role of Marketing in IT Support

We’ve all heard the expression…

“Expectations Not Set…
are Expectations Not Met!
So, let’s get serious about proactively managing
expectations!

66

Marketing

Perception vs. Reality in IT Support
HIGHER

PERCEIVED
VALUE

Perceived Value > Actual Value

e
rc
Pe

iv

dV
e

e=
alu

a
ctu
A

lue
a
lV

Perceived Value < Actual Value
LOWER
LOWER

ACTUAL VALUE
COST


HIGHER

67

Marketing

Perception Is Almost Always Worse Than the Reality
HIGHER

PERCEIVED
VALUE


c
er
P

eiv

dV
e

e=
alu

a
ctu
A

lue
a
lV

A Common (but
Dangerous) Operating
Position

LOWER
LOWER

ACTUAL VALUE
COST


HIGHER

68

Marketing

Brand Management in IT Support
HIGHER

e
rc
Pe

iv

dV
e

e=
alu

a
ctu
A

lue
a
lV

#2 Brand
Management

PERCEIVED
VALUE


#1 Operational
Effectiveness

LOWER
LOWER

ACTUAL VALUE
COST


HIGHER

69

Marketing

Closing the Perception Gap
HIGHER

PERCEIVED
VALUE


Where you Should Be

e
rc
Pe

iv

dV
e

e=
alu

a
ctu
A

lue
a
lV

Closing
the
Perception
Gap

Where you Are

LOWER
LOWER

ACTUAL VALUE
COST


HIGHER

70

Marketing

Brand Management: The Five W’s
1.

Who – Who are the Key Stakeholder Groups?

2.

What – What are the Key Messages?

3.

When – When are You Going to Communicate Them?

4.

Where/How – Where/How do You Reach the Stakeholders?

5.

Why – Why are We Doing This?


71

Marketing

Key Success Factors in Marketing IT Support

Timing

Timing
Frequent Contact

Timing

Channels
Use All Available
Newsletters
Reference Guides
Asset tags
Surveys

•

User Liaisons

Messages
ne
ls

•
•
•
•

New employee orientation
At session log-in
During training
During the incident
At scheduled sessions

Log-in messages

Ch
an

•

•
•
•
•
•

Messages
Multiple Messages
•
•
•
•
•

Services
Major initiatives
Performance Levels
FAQ’s
Success Stories


72

Marketing

The Most Common Communication Vehicles
Newsletters

Sort field

Rank

Leave Behinds

Business Unit
Liaisons

Surveys
sequence
field

Brown Bag
Sessions

Log-in Screens

Webcasts

FAQ Site

Title of List
Selected Issues
Where is IS failing to meet XXX needs? above
Fails

122.1%
216.2%
314.7%
12% 4 13.2%
Avg. 5 11.8%
511.8%
710.3%
8 - varriance
8.8%
98.8%
10 7.4%
Mean
10 7.4%
for ALL
12 4.4%
“fails”
12 4.4%
12 4.4%
15 2.9%
15 2.9%

Survey Question

average

24. Availability of shared resources
30. Your satisfaction with remote access services
17. Continue using the IS Support Center
28. Overall satisfaction with computing/network services
21. The response to requested software changes
29. Satisfaction with the current E-Mail services
09. Current services provided by IS
19. Developers understand your business requirements
23. Reliability of business applications
08. IS communication of products and services
22. The response to requested enhancements
07. IS value compared to the cost of services
14. Value of IS
duplicate rank Business Consultants
20. Responsiveness to application maintenance requests below
average
12. Acquisition process for IT
18. Applications provide the necessary functionality

2.9 % of XXX’s said issue18. failed to meet expectations.


73

Marketing

So Why Are We Doing This?


74

Marketing

90%

84%


80%




70%




60%

n = 1,044

47%

50%
40%

31%
30%

29%
22%

19%

20%

8%

10%
0%
Service Desk

Desktop
Support

Network
Outages

VPN

Training

Enterprise
Applications

Desktop
Software








75

Marketing

Marketing Summary


Managing the gap between perception and reality is fairly
straightforward




But it is critically important




It doesn’t take a lot of time, or cost a lot of money

The success of your support organization depends as much on your
image, as it does on your actual performance!

The Benefits of effective Image Management Include:


Customer loyalty and positive word-of-mouth referrals



Credibility, which leverages your ability to Get Things Done!



A Positive Image for IT overall



High levels of Customer Satisfaction


76

The Paradox of IT Support
End-User Support


4%

Less than 5% of all IT spending is
allocated to end-user support


Service desk, desktop support,
field support



assume that there is little upside

96%: Non support functions
 Application
Development
 Application
Maintenance
 Network
Operations

opportunity in IT support

 Mainframe and
midrange Computing
 Desktop Computing

This leads many to erroneously



The result is that most support
organizations are managed with the

 Contract Services

goal of minimizing costs

(e.g., disaster
recovery)



But the most effective support
strategies focus on maximizing

Corporate IT Spending Breakdown

value


78

90%

84%


80%




70%




60%

n = 1,044

47%

50%
40%

31%
30%

29%
22%

19%

20%

8%

10%
0%
Service Desk

Desktop
Support

Network
Outages

VPN

Training

Enterprise
Applications

Desktop
Software








79

Productive Hours Lost per Employee per Year

Quality of Support Drives End-User Productivity
70
60
50
40
30
20
10

n = 60


0
0

Support Function
Service Desk

Desktop Support

1

2

Key Performance Indicator

Average Productive Hours Lost per Employee per Year

3

1 (top)
93.5%
90.1%
0.8
94.4%
89.3%
2.9
17.1


4

2
3
84.5%
76.1%
83.0%
72.7%
1.2
3.6
89.2%
79.0%
85.6%
80.9%
4.8
9.4
25.9

37.4

5

4 (bottom)
69.3%
66.4%
5.0
71.7%
74.5%
12.3
46.9
80

Support Has an Opportunity to Minimize TCO
Support Level

Cost per Ticket

Vendor

$471

Field Support

$196

Level 3 IT
(apps, networking, NOC, etc.)

$85

Level 2: Desktop Support

$62

Level 1: Service Desk

$22


81

A Call to Action:
Your Opportunity to Excel!

82

Five Easy Ways to Get Started
Value

1

Five Opportunities
to Get Started!
1. Visit Our New Website and
Become a Free Member

4
2

Metrics

The Business
of IT Support

2. Connect with MetricNet on
Social Media
3. Register for Future
MetricNet Webcasts

Marketing

3

4. Browse MetricNet’s
Resource Library
5. Purchase a MetricNet IT
Support Benchmark
Proactive

83

Visit Our New Website at www.metricnet.com


84
84

Become a Member: It’s Free!


85

Connect With MetricNet on Social Media

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Call Centers - Group

Company Page

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Service Desks Community

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Satisfaction - Group

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Centers - Community

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Support - Group

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Desks - Group

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Satisfaction - Community

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Support - Community

Company Page


86

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87

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For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts



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

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May 2014




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April 2014




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March 2014




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88

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89

MetricNet Benchmarks

MetricNet
Benchmarks

Peer Group
Benchmarks


Custom Benchmark



Unique Peer Group



Industry
Benchmarks

Diagnostic



Industry Benchmarking

Benchmarking
Data Files


Reports by geography

Data in Excel format



Custom Benchmarking
Unique Peer Group

90

MetricNet Peer Group Benchmarking
The IT Service and Support Peer Group Benchmark


91

MetricNet Industry Benchmarks


92

Benchmarking Data Files
Service Desk Benchmark: Sample Data
Benchmark:
Geography:
Process:
Sector:

Cost
United States
Technical Support
All



Sample Data Values

Record
Number
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54

Cost per
Minute of
Inbound
Customer
Handle Time Satisfaction
$1.36
53.7%
$3.28
52.5%
$3.21
41.9%
$0.99
48.5%
$1.51
58.2%
$0.50
54.8%
$4.30
53.0%
$4.13
41.8%
$4.97
44.6%
$1.87
43.0%
$1.88
43.6%
$0.81
46.1%
$2.03
47.4%
$1.35
51.4%
$2.72
51.3%
$3.50
42.8%
$1.17
50.3%
$0.82
56.6%
$2.74
45.4%
$3.62
50.3%
$3.27
40.8%
$4.29
56.5%
$3.65
48.4%
$3.01
53.1%
$3.43
51.1%
$1.94
54.5%
$4.34
56.2%
$3.05
58.1%
$3.58
49.3%
$1.57
49.2%
$3.70
43.3%
$3.68
56.8%
$4.23
47.8%
$3.76
60.1%
$4.80
50.0%
$2.11
50.1%
$1.61
45.6%
$5.48
40.6%
$5.00
47.4%
$1.01
55.4%
$1.20
39.0%
$1.73
38.6%
$4.53
51.4%
$4.53
42.5%
$3.35
39.9%
$4.19
58.0%
$1.18
59.7%
$5.45
60.4%
$2.72
42.0%
$4.19
51.1%
$2.51
51.3%
$2.46
45.6%
$3.33
47.5%
$1.05
48.9%

Agent
Utilization
64.2%
34.8%
32.6%
53.8%
26.3%
38.7%
55.2%
64.6%
66.0%
44.1%
56.8%
34.8%
35.2%
50.3%
38.2%
48.7%
67.7%
27.6%
55.6%
62.3%
55.2%
63.4%
65.9%
71.9%
37.2%
32.9%
55.9%
38.6%
31.2%
55.2%
39.3%
34.1%
69.2%
63.6%
42.7%
35.4%
34.7%
61.7%
58.9%
51.5%
60.7%
44.1%
25.5%
67.7%
37.1%
41.5%
31.3%
62.0%
39.4%
59.2%
28.0%
49.5%
35.0%
67.7%

Net First
Contact
Resolution
Agent Job
Rate
Satisfaction
51.1%
43.7%
51.0%
39.8%
50.0%
58.6%
44.5%
40.4%
46.4%
49.6%
54.5%
45.1%
44.9%
57.4%
59.2%
50.8%
57.3%
49.1%
47.4%
58.3%
49.1%
41.8%
48.1%
57.5%
54.1%
57.7%
41.6%
60.1%
49.2%
49.5%
51.2%
50.6%
46.3%
52.5%
48.3%
50.6%
56.5%
56.0%
50.8%
48.6%
60.1%
52.4%
50.8%
45.4%
45.2%
52.5%
60.5%
56.8%
57.8%
47.3%
49.9%
43.0%
50.2%
52.3%
48.4%
64.7%
46.7%
41.8%
50.0%
65.8%
46.6%
37.8%
48.4%
39.3%
56.4%
50.8%
40.9%
61.0%
45.3%
53.4%
48.9%
54.1%
40.0%
43.6%
61.6%
48.7%
42.9%
41.3%
52.2%
59.8%
51.0%
56.2%
57.7%
64.6%
34.3%
30.3%
58.2%
61.4%
55.0%
44.9%
44.4%
46.2%
33.8%
43.0%
42.6%
41.5%
47.8%
48.6%
47.7%
49.0%
46.5%
46.8%
51.1%
48.1%
52.1%
50.4%
53.7%
41.4%

Average
Speed of
Answer
(seconds)
83
42
23
61
14
30
30
17
15
36
17
20
8
21
74
93
25
1
19
29
105
85
7
10
22
126
62
56
21
11
52
88
22
127
19
10
33
33
3
25
25
24
15
34
25
56
15
14
27
98
39
20
31
50

Inbound
Contacts per Agents as a
% of Calls
Call
Cost per
Agent per
% of Total Answered in Abandonment
Inbound
Annual Agent Daily Agent
Agent
Month
Headcount
30 Seconds
Rate
Call Quality
Contact
Turnover
Absenteeism Occupancy
$5.38
80
52.3%
19.1%
11.1%
47.7%
22.8%
7.4%
52.0%
$3.31
203
58.8%
42.7%
2.0%
48.9%
17.0%
8.4%
56.8%
$12.97
738
49.6%
38.0%
1.5%
48.3%
49.4%
5.5%
55.5%
$7.48
168
49.9%
64.2%
4.6%
61.0%
66.7%
8.0%
51.1%
$3.64
249
49.4%
61.1%
1.8%
45.8%
29.9%
4.8%
48.3%
$6.66
216
45.0%
47.5%
1.8%
48.3%
42.2%
9.2%
60.6%
$3.84
588
51.4%
50.7%
2.4%
48.6%
37.0%
5.5%
46.1%
$2.34
194
58.4%
45.6%
2.1%
49.5%
29.8%
8.3%
55.3%
$23.96
77
47.7%
51.4%
2.5%
48.5%
64.7%
6.1%
36.5%
$14.79
170
47.2%
48.1%
3.9%
52.8%
58.7%
7.4%
38.9%
$5.49
487
59.2%
54.2%
1.6%
50.5%
30.7%
11.9%
57.3%
$3.59
667
47.0%
55.2%
1.1%
48.0%
38.4%
16.8%
49.9%
$12.91
318
53.1%
52.8%
2.7%
50.1%
68.3%
7.7%
64.4%
$5.39
681
49.9%
53.8%
2.1%
53.6%
40.7%
10.0%
45.6%
$1.02
1240
44.9%
39.6%
3.0%
52.1%
35.1%
5.3%
36.5%
$5.24
261
49.5%
42.4%
3.2%
44.7%
29.3%
5.7%
43.6%
$10.96
54
54.2%
53.6%
2.5%
52.2%
19.6%
7.7%
49.3%
$4.02
560
47.4%
49.9%
2.4%
52.2%
42.8%
1.5%
42.2%
$20.06
271
43.8%
43.8%
2.3%
49.9%
91.8%
18.3%
67.0%
$4.34
468
45.8%
51.3%
4.9%
47.2%
23.8%
6.8%
49.6%
$4.53
208
41.0%
50.1%
9.1%
43.3%
66.5%
12.9%
58.7%
$12.61
305
45.2%
40.6%
7.6%
52.9%
39.0%
12.6%
52.4%
$3.98
363
56.0%
47.9%
2.1%
47.6%
32.0%
2.5%
66.0%
$10.93
223
55.3%
40.3%
2.1%
52.4%
27.9%
4.6%
48.7%
$6.78
181
50.9%
43.1%
3.0%
46.8%
25.0%
6.2%
45.9%
$3.60
464
50.9%
47.8%
5.9%
47.9%
77.8%
18.6%
48.1%
$4.96
428
53.2%
28.0%
9.1%
48.7%
8.9%
9.1%
50.5%
$8.44
313
45.7%
44.9%
9.2%
39.8%
47.2%
6.5%
45.4%
$4.02
825
45.7%
42.5%
1.3%
48.8%
41.0%
1.7%
44.8%
$0.75
521
47.4%
47.9%
1.4%
51.6%
56.1%
13.8%
52.4%
$8.41
349
47.8%
35.9%
4.9%
46.2%
31.8%
8.6%
51.1%
$5.08
314
51.0%
41.5%
4.6%
54.2%
21.5%
5.6%
52.6%
$2.10
963
49.7%
30.2%
4.2%
56.4%
26.8%
3.5%
43.7%
$1.25
844
53.2%
61.7%
20.0%
57.0%
30.3%
16.4%
59.5%
$2.14
290
47.5%
54.2%
1.2%
47.9%
26.5%
10.0%
48.3%
$15.49
288
52.2%
59.4%
2.7%
39.5%
58.7%
5.0%
40.9%
$5.27
1003
50.3%
47.9%
2.3%
50.8%
51.9%
7.6%
43.9%
$3.84
361
54.8%
50.0%
1.6%
51.4%
44.9%
7.3%
38.4%
$8.04
141
55.9%
46.0%
1.9%
52.4%
50.4%
7.6%
51.3%
$2.01
291
49.6%
42.6%
1.6%
53.7%
61.5%
14.5%
52.4%
$8.16
347
55.6%
43.5%
1.1%
54.6%
49.4%
7.0%
56.3%
$2.76
1403
51.3%
29.8%
5.8%
56.8%
66.8%
5.6%
31.5%
$6.42
293
57.7%
42.6%
3.1%
47.6%
87.9%
13.0%
43.8%
$9.81
700
54.3%
35.2%
2.0%
53.5%
21.7%
10.6%
52.0%
$11.36
445
45.6%
61.8%
3.2%
50.5%
81.6%
12.1%
45.2%
$5.25
591
55.0%
61.6%
7.8%
59.3%
31.9%
8.3%
39.6%
$7.35
112
39.9%
63.3%
2.6%
48.0%
52.0%
4.6%
45.8%
$2.46
321
47.3%
54.7%
2.1%
46.7%
38.0%
7.9%
44.6%
$2.18
687
47.2%
60.0%
9.6%
54.3%
33.4%
4.9%
48.2%
$1.66
604
49.8%
75.7%
10.4%
50.2%
13.8%
3.6%
58.3%
$22.00
446
38.9%
39.2%
4.8%
49.1%
82.8%
10.1%
37.7%
$3.08
559
52.6%
41.4%
2.9%
55.6%
30.8%
8.1%
38.9%
$7.05
460
41.3%
46.4%
2.7%
50.6%
14.1%
1.8%
34.7%
$3.05
489
47.4%
66.2%
4.9%
51.8%
24.9%
8.8%
59.5%


Agent
Schedule
Adherence
52.4%
48.0%
55.2%
48.1%
52.6%
48.5%
50.7%
52.9%
51.7%
45.3%
55.6%
54.7%
52.8%
55.0%
48.0%
51.0%
46.0%
42.0%
55.1%
48.0%
47.6%
53.6%
48.5%
50.4%
52.9%
44.3%
47.4%
47.9%
46.2%
56.6%
48.6%
47.2%
49.2%
52.9%
49.7%
49.2%
47.7%
55.6%
52.9%
50.1%
48.6%
59.6%
42.3%
53.0%
46.5%
53.2%
53.4%
52.4%
50.7%
46.7%
56.8%
46.5%
46.6%
45.9%

Inbound
Contact
Handle Time
IVR
New Agent Annual Agent
Agent Tenure (all contacts) Completion
Training
Training
Rate
Hours
Hours
(months)
(minutes)
45
3
34.2
4.62
41.2%
76
25
31.7
4.27
21.4%
83
0
16.2
8.05
0.0%
125
16
20.1
10.06
12.3%
116
29
35.0
6.81
7.4%
42
4
40.5
3.95
28.9%
130
50
15.3
1.93
0.0%
70
2
42.3
6.54
14.7%
175
12
14.9
17.88
0.0%
52
29
26.5
8.27
63.3%
125
54
31.5
5.76
0.2%
68
4
41.4
4.41
52.9%
81
10
16.9
9.57
32.8%
61
29
20.2
1.17
17.9%
106
122
51.5
2.84
0.0%
181
5
26.9
6.01
0.0%
375
17
77.5
10.94
30.1%
207
10
31.5
7.19
52.9%
2
17
28.6
10.74
0.0%
132
41
28.5
6.34
22.4%
86
69
30.8
1.92
41.1%
178
3
28.6
19.63
76.1%
98
0
18.1
6.62
24.1%
96
31
44.2
3.52
5.5%
96
19
73.7
7.91
3.9%
75
0
10.3
4.93
8.1%
75
0
64.2
7.98
0.0%
46
15
34.2
9.10
4.6%
168
46
39.5
1.32
83.0%
118
3
17.9
2.30
2.7%
37
3
54.4
16.18
31.4%
46
26
78.6
8.40
62.1%
112
16
21.5
3.00
27.1%
53
16
30.2
3.40
58.6%
137
11
28.3
2.87
40.4%
145
3
11.5
10.01
15.0%
182
2
27.6
3.65
74.0%
33
19
36.8
2.41
0.0%
19
0
23.3
2.21
0.5%
91
0
4.0
3.16
0.0%
231
0
17.8
5.59
0.0%
120
7
11.0
2.33
15.9%
109
5
9.1
7.23
0.0%
121
7
34.3
10.61
8.1%
166
0
29.8
11.88
0.0%
132
30
27.5
6.66
0.0%
159
8
33.1
1.77
0.0%
81
0
28.3
9.04
0.0%
78
2
41.3
1.08
20.0%
196
22
21.1
2.28
0.0%
35
9
5.6
9.21
0.0%
122
4
28.8
3.83
1.8%
257
33
127.6
3.46
12.2%
151
6
41.7
5.45
0.0%

93

You Can Reach MetricNet…

By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com

94

Question and Answer
The Zen of Support

Thank You!
We look forward
to serving you!

96

About MetricNet:
Your Benchmarking Partner

97

Your Presenter: Jeff Rumburg
Jeff Rumburg is a co-founder and Managing Partner at MetricNet,
LLC. Jeff is responsible for global strategy, product development,
and financial operations for the company. As a leading expert in
benchmarking and re-engineering, Mr. Rumburg authored a best
selling book on benchmarking, and has been retained as a
benchmarking expert by such well-known companies as American
Express, Hewlett-Packard, and GM. Prior to co-founding
MetricNet, Mr. Rumburg was president and founder of The Verity
Group, an international management consulting firm specializing in
IT benchmarking. While at Verity, Mr. Rumburg launched a
number of syndicated benchmarking services that provided low
cost benchmarks to more than 1,000 corporations worldwide.
Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As
a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global
benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was
focused on business and product development for IT benchmarking. Mr. Rumburg's education
includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations
Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He
is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality
and Productivity Improvement, and has taught graduate-level engineering and business courses.
Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Service Desk Institute.

98

Benchmarking is MetricNet’s Core Business

Information
Technology





Service Desk
Desktop Support
Field Support



Customer Service
Technical Support
Telemarketing/Telesales
Collections



Price Benchmarking



Employee Satisfaction



Call Centers

Telecom
Satisfaction







99

25 Years of IT Service and Support Benchmarking Data

Global Database
More than 2,700 IT Service and Support Benchmarks
70+ Key Performance Indicators
More than 120 Industry Best Practices


100

Meet a Sampling of Our Clients
MetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and across virtually every industry sector.


101

You Can Reach MetricNet…

By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com

102

Thank You!
We look forward
to serving you!

103

Free Desktop Support Training Series | The Zen of Support | MetricNet

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