Gartner Research

Contact Center Solutions: Pricing and Contract Metrics, Part 2

Published: 08 May 2000

ID: G0087933

Analyst(s): Betty M. Gifford, Samantha Dery


Many call center users take advantage of only a small percentage of support offerings provided by call and contact center vendors. As a result, a significant service opportunity exists for call center vendors to grow their service revenue stream, provided that the user perceives the value being delivered. This Perspective, part two of a four-part series, addresses the benchmarks associated with pricing and contract metrics.

Table Of Contents
  • Introduction
  • Research Methodology
  • Contact Center Support Pricing and Rate Strategies
    • Methodology and Rates
    • Time and Materials Rates for Noncontract Customers
    • Time and Materials Uplifts
    • Service Delivery Rates Outside of the United States
    • Utilization Rate Goals
  • On-Site Service Delivery Contract Metrics
    • Average Contract Size
    • Network Management Software Support
    • Time and Materials vs. Fixed Price
    • Service Level Agreements
  • Dataquest Perspective
    • Key Findings
    • Dataquest Recommendations

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