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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B2C Service and Support Metrics Benchmark
The B2C Service and Support Metrics Benchmark tool can be used to:
Reduce costs and improve operational efficiency
Identify opportunities to reduce spending and optimize costs, while maintaining an annual benchmark of key cost variables to ensure your organization is prepared for all situations.
Build business cases for new investments or defend existing investments
Benchmark against your peers to validate your organization’s investments and reach comparable levels.
Ensure successful long-term strategic planning
Learn how to apply quantitative and objective views to your service function to ensure the best long-term planning.
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.
What You Get
Instant Reporting
Gain instant access to your results online, along with a full report comparing your organization to available benchmarks.
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.
Expert Guidance
Save time interpreting the report with a diagnostic results walk-through call with a Gartner expert to determine next steps for your organization.
Related Insights
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