The Paradox

According to a survey, less than 5% of all Information Technology spending is allocated to end-user support. Interestingly, support drives customer satisfaction for ALL of Information Technology. According to MetricNet, 84% people surveyed believe that Service Desk is most important for customer satisfaction!

Isn’t it strange? The above details that I’ve talked are about IT; however, I am sure that they could be in similar range for any support as well. The average cost of resolution per ticket for North America comes to about USD 22 for Level 1 Service Desk while it shoots up significantly to USD 471 if it is outsourced to a vendor to provide support! Indeed there are different metrics like agent utilization, average speed of answer, net first contact resolution rate etc that need to be considered as well.

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