🇦🇺Australia

Technician Idle Time and Overtime Costs

3 verified sources

Definition

Inefficient triage leads to backlogs, wrong assignments, and SLA breaches, inflating labor costs in IT service desks.

Key Findings

  • Financial Impact: AUD 2,000-5,000/month per team (at AUD 50/hour overtime/idle waste)
  • Frequency: Ongoing with ticket influx
  • Root Cause: Manual assessment, tagging, and routing without AI/automation

Why This Matters

The Pitch: IT support firms in Australia 🇦🇺 waste AUD 20-40 hours/month per agent on triage inefficiencies. Automation recovers this capacity for billable work.

Affected Stakeholders

Tier 1 Triage Specialists, Tier 2 Technicians, Service Desk Managers

Deep Analysis (Premium)

Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Customer Churn from Slow Ticket Resolution

AUD 50,000+ annual revenue loss per 100 tickets from 15-25% churn rate due to delays

SLA Breaches and Compensation Payouts

AUD 500-2,000 per breached SLA ticket in refunds/credits

Cost of Poor Quality from Low CSAT

AUD 10,000-50,000 per year in rework/refunds for SME (2-5% of service revenue based on industry benchmarks)

Customer Friction Churn from Survey Delays

AUD 20,000-100,000 annual revenue churn (5-10% client loss for AUD 500k revenue SME)

Capacity Loss from Manual Survey Effort

20-40 hours/month at AUD 100/hour (AUD 2,000-4,000 wasted labour)

E-Learning Content Development Cost Escalation

AUD 15,000-40,000 per course (development waste); 20-30% of annual training budget consumed by manual content management; estimated AUD 120-180 million annual waste across Australian training sector (based on USD 1.5Bn market in 2025)

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