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#Minimum average cost per unit calculator movie#
#Minimum average cost per unit calculator drivers#
#Minimum average cost per unit calculator software#

Of course, some tickets will escalate beyond Service Level 1. The faster an agent can satisfactorily handle a ticket, the more tickets the agent can take on. Generally, the cost per ticket decreases significantly as agent utilization increases beyond 60 percent. The more service desk agents (customer-facing employees) that are in use increases overall productivity.

#Minimum average cost per unit calculator drivers#

What drives service desk cost per ticket?Ī number of drivers can affect your service desk cost per ticket. In 2018, the cost per minute of service desk voice time was $2.13 on average.Similarly, the cost per minute of service desk handle time averaged $1.60, with a minimum of 76¢ and a max of $2.50.Across North America in 2016, the average ticket cost was $15.56, with a low of $2.93 and a high of $46.69.While the output of service desks varies widely, here are a few average numbers: The average service desk cost per ticketįor an efficient service desk team that provides satisfactory or above service, a majority of your service desk tickets should meet two rules of thumb: taking 10 minutes or less for a service desk employee to handle and costing $20 or less. Your company could easily see 60-70 percent of costs going to direct and indirect service desk employees. Facilities expenses, including office space, utilities, and insuranceīecause IT support is so labor-intensive-you need enough staff to field the service requests-you’ll likely see a significant majority of your costs going to service desk personnel.

#Minimum average cost per unit calculator software#

Technology and telecommunications expenses, such as computers, software licensing fees, ACD and VRU costs, and telecom equipment like headsets.

Salaries and benefits for service desk agents and indirect personnel, such as team leads, supervisors, managers, trainers, QA/QC personnel, workforce schedulers, dispatchers, and even interns or security personnel.

To determine your service desk’s operating expenses, you’ll want to include the following data: For many companies, determining the monthly operating expense of your service desk can be complicated, perhaps because you haven’t tracked this information clearly in the past. Determining the operating expense of your service deskĬalculating the cost per ticket might seem easy until you try to do so. Looking at both cost per ticket and customer satisfaction shows the delicate, necessary balance between the two.

You have above-average customer satisfaction, but your cost per ticket is right on the regional average-that could be a huge advantage.

You’ll want to examine why so much money is being spent (which we’ll get to later in this article).

You are spending a lot of money per ticket, but the resulting customer satisfaction is terrible.

You may determine that you’re OK with that cost or that you want to increase efficiency to lower that average cost.

You have high customer satisfaction, but you cost per ticket is higher than expected.

(All other metrics tend to boil down to another form of cost containment relative to service quality.)Ĭalculating the cost per ticket can illustrate a number of situations: While customer satisfaction can be quite subjective, cost per ticket is black-and-white objective. In customer service-the purpose of any service desk-there are two fundamental metrics: customer satisfaction, of course, and cost per ticket. You may be asking yourself, if cost per ticket is a simple average cost calculation, why is it such an important service desk metric? It is the total monthly operating expense of your service desk divided by the number of tickets you had in that month. So, why don’t all IT service and support managers know their service desk cost per ticket? Let’s explore this metric and how the successful understanding of it can mean both increased service desk efficiency and higher customer satisfaction.Ĭost per ticket is a straightforward calculation.

#Minimum average cost per unit calculator movie#

Cost per unit is a common metric in every economy–we all know the cost for a gallon of gas, a movie ticket, or an ice cream cone. Unfortunately, a lot of service desks do not know their cost per ticket. Whether you’re looking to streamline your IT service desk metrics or you’re just getting started implementing them, there is one service desk metric to rule them all-cost per ticket. When it comes to IT service management, we’ve all had our share of metrics: length of calls, time to resolution, customer satisfaction, etc.