ACXPA is the industry association in Australia that unites contact centre, customer experience, customer service and digital service professionals in Australia.
By joining, you’ll gain access to global best practices, leading industry insights, world-class training and an unrivalled community of industry professionals.
Australian Call Centre Rankings
Each month, we assess the performance of Australian Contact Centres in multiple industry sectors across 80 different performance metrics to provide a snapshot of how the Australian Contact Centre industry is performing.
Call Centre Rankings Key:
POOR
BELOW STANDARD
MEETS STANDARDS
EXCEEDS STANDARD
OUTSTANDING
Upcoming Training Courses and Events
From world-class training, site tours, free workshops and live symposiums for members – all designed to educate, not sell!
July 2024 Customer Service Reception Essentials
Learn more and get ticketsThe July 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.July 2024 Tech Support Customer Service Essentials
Learn more and get ticketsSuitable for employees working in technical support and helpdesk roles, this July 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.August 2024 Live Chat course for Customer Service staff
Learn more and get ticketsThe August 2024 Live Chat Course for Customer Service employees teaches global best practices to help frontline employees deliver great customer service over the live chat channel, delivered over 2 x 4-hour online sessions.August 2024 Retail Essentials
Learn more and get ticketsThe August 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual course.August 2024 WFM Essentials
Learn more and get ticketsLearn the essentials of Workforce Management for Call Centres in this 3-day August2024 WFM Essentials training course delivered by the WFM experts at CallDesign.August 2024 Inbound Phone Sales Essentials
Learn more and get ticketsThe August 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).August 2024 Inbound Phone Sales Essentials
Learn more and get ticketsThe August 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).August 2024 Managing Difficult Customers
Learn more and get ticketsLearn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour August 2024 online course suitable for all customer-facing employees.August 2024 Retail PRO
Learn more and get ticketsThe August 2024 Retail PRO course teaches premium customer service and sales skills to employees in a 3 x 3-hour sessions online/virtual course.August 2024 Customer Service Phone Essentials
Learn more and get ticketsThe August 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.August 2024 Customer Service Phone Essentials
Learn more and get ticketsThe August 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.August 2024 Email Customer Service
Learn more and get ticketsLearn how to write better emails to customers in the August 2024 Email Customer Service training course (suitable for all employees).August 2024 Customer Service Reception PRO
Learn more and get ticketsPerfect for receptionists/front-desk employees etc, the August 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.August 2024 Tech Support Customer Service Essentials
Learn more and get ticketsSuitable for employees working in technical support and helpdesk roles, this August 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.August 2024 Tech Support Customer Service Essentials
Learn more and get ticketsSuitable for employees working in technical support and helpdesk roles, this August 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.August 2024 Customer Service Phone Professionals
Learn more and get ticketsEquip your employees with superior customer service skills in the August 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
Popular Articles
All our articles are written by real people designed to educate, inform and inspire without any sales pitches!
2024 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
The Science of Call Centre Hold Music
Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!
Cost to replace a contact centre agent
The true cost to replace a contact centre agent in Australia, tips on how to reduce it and a calculator you can download to work out your own cost.
Customer Experience Statistics to Use at Work
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
Latest Glossary Terms
Stay across key jargon, abbreviations and more with an Industry Glossary designed to ensure you have the knowledge you need for success.
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees’ sentiments, engagement levels, and overall workplace experience.
Abandonment Rate
Abandoned Calls is typically referred to as the number of customers that got sick of waiting to be serviced and disconnected before being connected with an agent.
Asynchronous Communication
Asynchronous communication is when messages are sent and received at different times, allowing individuals to respond at their convenience.
Upcoming ACXPA Member Bites Sessions
Short, sharp interviews and presentations on specific topics to fast-track your knowledge!
The ACXPA Member Bites are only available to ACXPA Members!
ACXPA Members can watch all the ACXPA Member Bites at any time in their Video Library. Discover which membership is right for you >
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Client Success Manager, VERSA Connects (and ACXPA National Advisory Board Member)
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
