MetricNet Releases 4 New Australian Benchmarks for IT Support & Contact Centre

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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.

MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support.
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!

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 http://www.metricnet.com, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com.

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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.

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Jeff Rumburg
MetricNet
(703) 992-8160
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