Key Benchmarks for IT Help Desks in the Financial Services Industry

HDI 2010 Industry Benchmark Report Series

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Key Benchmarks for Financial Services Help Desks

1

61.8%
of support centers saw an increase in incident volume in 2009.

47% of that
increase was due to infrastructure and product changes, upgrades, conversions and installations.
Source: HDI Industry Benchmark Report Series; Financial Services, 2010

2

Key Benchmarks for Financial Services Help Desks

74.7%
is the average first call resolution (FCR) target, but only 46% of Financial Services help desks met that target in 2009. Actual average FCR for the industry is 71.2%.

Source: HDI Industry Benchmark Report Series; Financial Services, 2010

Key Benchmarks for Financial Services Help Desks

3

72%
of Financial Services help desks hit their average speed of answer target (ASA), and

62%
met their abandonment rate target.
Source: HDI Industry Benchmark Report Series; Financial Services, 2010

4

Key Benchmarks for Financial Services Help Desks

84%
of Financial Services help desks offer email as a support channel, but

28% report that
more than 70% of email incidents escalate to the phone before being resolved.
Source: HDI Industry Benchmark Report Series; Financial Services, 2010

Key Benchmarks for Financial Services Help Desks

5

39%
of Financial Services help desks consider online chat an essential component of an effective support center, yet only

25% currently
use chat.

Source: HDI Industry Benchmark Report Series; Financial Services, 2010

Download the complete HDI Industry Benchmark Report for Financial Services:
http://www.bomgar.com/lp/whitepaper/financial/index-pr.aspx

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