Next in person event: 18th July ACXPA QLD Launch (Brisbane) and Symposium on CX & EX future trends  Learn more >

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 Coming Soon

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:






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
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!

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.

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.

Customer Service Vision Statement

A customer service vision statement is a clear, aspirational statement that defines the purpose and direction of a company’s customer service efforts.

Synchronous Communication

Synchronous communication involves real-time interactions with immediate feedback such as phone calls, live chat, etc.

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 >)

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