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Average per-call charge for helpdesk?

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 Thanks!

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by dmiles In reply to Average per-call charge f ...

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

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by Kinetechs In reply to Average per-call charge f ...

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

Remember to remove any spaces that get added.


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by w2ktechman In reply to Average per-call charge f ...

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

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by ACSTech01 In reply to Average per-call charge f ...

Wouldn't this also depend on the volume of calls you'd be

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by wlbowers In reply to Average per-call charge f ...

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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