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  • #2297951

    Average per-call charge for helpdesk?

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    by amanda.thomann ·

    Does anyone out there have reliable metrics for the average per-call charge for an outsourced helpdesk? Feel free to respond here or to amanda.thomann@ctg.com. Thanks!

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    • #2673350

      Reply To: Average per-call charge for helpdesk?

      by dmiles ·

      In reply to Average per-call charge for helpdesk?

      Services are billed in half-hour increments with a one-hour minimum charge. Our pricing is simple:

      Home & Office Services – (brought in)* $50/hr.
      Home & Office Services – (on site) $75/hr.
      Web development $60/hr.
      Advanced Services (on-site)** $120/hr.

      Trip Charge (within 10 miles of Hartford, WI) FREE
      Trip Charge (10-25 miles of Hartford, WI) $25 flat fee
      Extended Trip Charge (beyond 25 miles of Hartford, WI) $1.50/mile

      Additionally, service contracts are available

    • #2671842

      Reply To: Average per-call charge for helpdesk?

      by kinetechs ·

      In reply to Average per-call charge for helpdesk?

      Gartner has a calculator that may help calculate the cost for you.

      http://www4.gartner.com/4_decision_tools/measurement/assessments/rass_help_desk.html

      Remember to remove any spaces that get added.

      Cheers!
      ~Sean

    • #2671611

      Reply To: Average per-call charge for helpdesk?

      by w2ktechman ·

      In reply to Average per-call charge for helpdesk?

      I dont have documentation but I have heard that $110 – $300 a ticket would be an average range.

    • #2672948

      Reply To: Average per-call charge for helpdesk?

      by acstech01 ·

      In reply to Average per-call charge for helpdesk?

      Wouldn’t this also depend on the volume of calls you’d be
      receiving?

    • #3369087

      Reply To: Average per-call charge for helpdesk?

      by wlbowers ·

      In reply to Average per-call charge for helpdesk?

      If you are looking to outsource your helpdesk to an outside company, remember that you will get what you pay for.

      You can get an actual technician that is qualified to answer questions and talk you through the problem.

      Or you can get some one that speaks broken english and is reading from an idiot list.

      Those low numbers look great until you have to spend hours on the phone with the person asking you to swap the power cord on the monitor with the power cord on the computer. Even after you tell them that smoke is coming out of the back of the monitor.

      My company charges vary according to the number of machines (ie the expected call volume),and the depth of the troubleshooting that is attempted on the phone.

      Charges can be flat rate or on-hour basis.

      Rates run from $100 to $300 per hour.

      Good Luck Lee

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