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.

Upcoming ACXPA CX Roundtable - Next Guest Announcement

Upcoming ACXPA Contact Centre Roundtable July 2024 - John Stavrakis

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

Overall Rankings
Australia - Q1 2024
Highest:Holmesglen TAFE81.1%
Lowest:City of Casey0.0%
Industry AVE54.7%

View more insights >

Best Access
Australia - Q1 2024
Highest:iiNET94.8%
Lowest:City of Casey0.6%
Industry AVE63.3%

View more insights >

Best Quality
Australia - Q1 2024
Highest:Holmesglen TAFE79.8%
Lowest:TAFE WA41.7%
Industry AVE57.6%

View more insights >

Average Wait Time
Australia - Q1 2024
Lowest:Dodo Internet00:03
Highest:City of Casey15:00
Industry AVE02:40

View more insights >

Upcoming Training Courses and Events 

From world-class training, site tours, free workshops and live symposiums for members – all designed to educate, not sell!

Popular Articles

All our articles are written by real people designed to educate, inform and inspire without any sales pitches!

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!

Popular Call Centre Metrics

A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.

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.

Speech Analytics

Speech analytics is a powerful technology used in call centres to analyse recorded and real-time conversations between agents and customers to extract actionable information. 

Mystery Shopping for Call Centres

Call Centre Mystery Shopping involves hiring individuals to pose as customers and interact with call centre agents, with the goal of evaluating the service based on specific criteria.

CSAT (Customer Satisfaction)

CSAT, an acronym for Customer Satisfaction, serves as a vital metric for gauging the level of contentment customers experience with a product, service, or overall brand.

Customer Experience (CX)

Customer Experience is a profession that optimises a customer’s perceptions and interactions with a brand to deliver better business outcomes. 

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 >

Nadine Power, ACXPA National Advisory Board Member

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 >)

If you want to share and earn points please login first

ACXPA PLATINUM SPONSORS

ACXPA Platinum SPONSORS

ACXPA GOLD SPONSORS

ACXPA Platinum SPONSORS
ACXPA SILVER SPONSORS
ACXPA Platinum SPONSORS
ACXPA BRONZE SPONSORS
ACXPA Platinum SPONSORS
ACXPA Platinum SPONSORS
Copyright © 2024 | Australian Customer Experience Professionals Association | Phone: +61 1800 0 ACXPA | Website Terms of Use 

Log in with your email address

or Become an ACXPA Member

Forgot your details?

Create Account