Looking to optimize investments to support long-term improvements for your customer service function? Discover how Gartner can help you benchmark your function and build business cases, defend budgets and make data-backed cost decisions.
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Customer Service Operations & Digital Efficiency Benchmarking
The Operations & Digital Efficiency Benchmarking tool can be used to:
The key benchmarking areas include:
Budget and Spend
Gain a strategic view and deep functional insights from a C-suite level data analysis of budgets and spending activities.
Headcount and Staffing
Explore resource allocations of employees to gain an understanding of where the business is prioritizing activities and the associated potential opportunity costs.
Channel Performance
Assess channel-specific costs based on volume, handle-time productivity and channel staffing.
Talent Management
Asses talent metrics such as turnover rates, time-to-fill, training hours, part time percentage to assess staffing metrics, etc.
B2B Tech Support
Evaluate your B2B tech support function with key performance indicators such as mean time to resolution, first response SLA, case rate and backlog aging.
What you get
Instant Reporting
Gain instant access to your results online along with a full report comparing your organization to available benchmarks.
Expert Guidance
Discuss your results with our experts and advisory team to turn data into action.
Ongoing Value
Gain access to updated benchmarks and new content for future use and new comparisons.
Interactive Platform
Submit and save data via your gartner.com account and delegate sections to stakeholders and team members.
Related insights
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