Contact Centre Featured Article

May 21, 2013

MetricNet Publishes 4 New Australian Benchmarks for IT Support, Contact Centres


There is immense competition in the contact centre industry. Companies need to offer exceptional service to customers to stay ahead of the competition and stay profitable. But often, these companies do not have any benchmarks with which they can measure the quality of service provided.

Offering an instant reference point for contact centre managers in Australia about IT support and the contact centre industry, MetricNet has released four new Australian benchmarks for IT support and contact centre professionals. According to the company, this is a first in the industry and the benchmarks include insourced and outsourced Australian contact centres.

Apart from releasing four new Australian benchmarks, the company has also made use of 2013 data to update its insourced and outsourced Australian Service Desk benchmarks. These benchmarks include detailed performance indicators for cost, productivity, service level and more.

The company provides each benchmark in PDF format, making it easier for users to download and use it. To make it more interesting, the company also provides accompanying Excel data file along with a one-on-one presentation. This helps the users to review the benchmark with Jeff Rumburg, co-founder and managing partner of MetricNet.

Users can trust benchmarks provided by MetricNet as the company has vast experience in providing online benchmarks, scorecards and performance metrics for information technology and call centre professionals. The company uses its experience to make the benchmarking process quick and easy for its customers.

“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 Rumburg. “Our clients continue to benefit from economies of scale in our benchmarks that simply don't exist elsewhere in the industry.”

Recently, the company published its 2013 Canada Benchmarks for Customer Service Contact Centre, Service Desk and Desktop Support.




Edited by Alisen Downey


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