Search for independent, non-vendor research, industry benchmarks, and studies from 2024 to 2026 regarding customer support outsourcing, focusing on mid-size companies (~200 employees).
Analyze the cost implications of outsourcing versus in-house support for mid-size firms, focusing on direct labor cost savings, indirect and hidden costs, setup expenditures, and ROI.
Evaluate quality metrics and outcomes for mid-size operations, comparing outsourced versus in-house performance across CSAT, Net Promoter Score, resolution rates, and brand reputation.
Assess control considerations, including operational oversight, data security and regulatory compliance, quality assurance flexibility, and staff training control.
Examine exit strategies, re-shoring feasibility, and the operational and financial implications of reversing the outsourcing decision later.
Synthesize trade-offs across cost, quality, control, and reversibility for fully outsourced, hybrid, and in-house customer support models in mid-size companies.
Develop a strategic decision framework detailing key risk factors, mitigation strategies, exit path planning, and criteria for determining the optimal support approach.

a:T47c,Let's walk through this together so you can confidently explain exactly where those numbers come from. At its core, Cost Per Resolved Ticket (CPRT) is a simple average. It tells you how much money your organization spends for every single support issue that gets successfully fixed. Here's the formula: Cost Per Resolved Ticket = Total Operating Costs of Support / Total Number of Resolved Tickets. To figure out this number for any support setup (whether fully in-house or hybrid), you only need two numbers from a specific time period (like a month or a year):

The Total Bucket of Money Spent: Every expense involved in running the support team.
The Total Count of Fixed Issues: Only the tickets that were fully solved, not just opened or left pending.

To make sure we build this up step by step, let's start with the top part of the fraction — the costs.

Research That Holds Up