Complimentary Service Desk Self-Service ROI Assessment

Industry analysts have identified Self-Service as an area of high return on investment derived from reduced cost per incident, enhanced agent utilization rates and customer satisfaction improvements.

Case in point the average fully-burdened cost per incident:

Walk Up - $29.30
Phone - $27.60
Email - $21.67
Fax - $18.90
Chat/IM - $17.90
Self-Service - $13.50

Research indicates that agent efficiency in a typical call center is 75% - not an acceptable level in tight economic times.