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MetricNet has published the results of their 2013 Canada Benchmarks for Customer Service Contact Center, Service Desk and Desktop Support. The updated benchmarking reports are now available for purchase and immediate download via the MetricNet website. These benchmarks include over 20 key performance indicators for cost, productivity, service level and more.

Included in this release are benchmarks for insourced and outsourced Canada based Call Centers, Service Desks, and Desktop Support functions. MetricNet released updates for its United States benchmarks in April and also offers benchmarks for the United Kingdom, Australia, South Africa, India, the Philippines, China, and Ireland. 2013 updates for these geographical regions will be released in the coming weeks.

“MetricNet offers the most cost effective benchmarks available in today’s market. They allow organizations to improve performance by establishing targets that are in line with industry averages or best practices.” said MetricNet’s founding partner, Jeff Rumburg.

According to The American Express Global Customer Service Barometer, 66% of Canadians surveyed insisted on speaking with a call center supervisor and 39% have hung up on a customer service representative. Benchmarking allows Canadian Contact Centers to identify performance gaps, track and trend performance, and drive accountability for key personnel using metrics-based performance goals.

MetricNet’s downloadable benchmarks are delivered in PDF format. Also available is the accompanying Excel data file and a one-on-one presentation to review the benchmark with Jeff Rumburg, co-founder and Managing Partner of MetricNet.

Mr. Rumburg currently serves on HDI’s Strategic Advisory Board and has been retained as a Service Desk and Desktop Support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.

If you would like more information about benchmarking your service and support functions, please visit, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com.


About MetricNet

MetricNet is the global leader in IT Service and Support Benchmarking. They are the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 2,400 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

View the original release here:

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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