Skip to main content

MetricNet has released four new Australian benchmarks for IT Support and Contact Centre professionals. These benchmarks encompass insourced and outsourced Australian Contact Centres, as well as insourced and outsourced Desktop Support functions. This marks a first in the industry, as these benchmarks for Australian managers have never before been available for instant download.

In addition to the release of 4 new Australian benchmarks, MetricNet has also updated its insourced and outsourced Australian Service Desk benchmarks with 2013 data. Each Benchmark includes over 20 key performance indicators for cost, productivity, service level and more.

“We understand that the accuracy and integrity of data has more than just a profound impact on the quality of our product – it is our product!” said Jeff Rumburg, Managing Partner of MetricNet “Our clients continue to benefit from economies of scale in our benchmarks that simply don’t exist elsewhere in the industry.”

According to The American Express Global Customer Service Barometer, 64% of Australian consumers surveyed are likely to tell others about their poor customer service experiences and 65% indicated that they have not completed a transaction or made an intended purchase because of poor customer service. MetricNet’s downloadable benchmarks allow Australian Contact Centres to identify performance gaps, track and trend performance, and drive accountability for key personnel using metrics-based performance goals.

Each benchmark is 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.

Read the original release:

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

Leave a Reply

Close Menu