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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 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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