Hi

I am looking into an analysis or comparison of insourcing or outsourcing a customer service center (IT helpdesk).

I have found info on the most common KPI's, but if you'd have a detailed overview of those, that would be great.

What I find harder to find are:
- benchmarking: what are the average results for those KPI's for an IT-helpdesk?
- cost locations: what are the cost locations in a callcenter if we'd compare in- and outsourcing? Basically I'm thinking of resources (e.g. the average cost of agents in western-europe, 1st line, 2nd line,...), cost of technology,... other?

Does anyone have experience in this domain?