ACXPA is the industry association in Australia that unites contact centre, customer experience, customer service and digital service professionals in Australia.
We provide 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 48 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!
Introduction to Contact Centre Management (December 2023)
Learn more and get ticketsFast-track your knowledge of contact centre management in this 2 x 3-hour course delivered by Australian contact centre expert & ACXPA CEO Justin Tippett. Suitable for all contact centres sizes and functions!Inbound Phone Sales Professional (December 2023)
Learn more and get ticketsImprove your sales conversions and customer engagement in this Inbound Phone Sales Professional (December 2023) Training Course designed for all phone-based employees and delivered online by local expert Simon Blair.Contact Centre Coaching PRO Training Course (December 2023)
Learn more and get ticketsImprove the performance and culture of your contact centre by teaching your Team Leaders premium coaching skills designed specifically for a contact centre environment. Suitable for contact centres of all shapes and sizes!Inbound Phone Sales Essentials (January 2024)
Learn more and get ticketsA short-duration (3-hour) training course designed to teach employees how to have quality conversations with customers to improve sales opportunities and conversions.Customer Service Reception PRO (January 2024)
Learn more and get ticketsDesigned for employees working in a reception/office role, the Customer Service Reception PRO course teaches premium customer service skills to employees who handle customers across face-to-face, phones and email channels (3x3-hour sessions).How to Be a Great Call Centre Team Leader (January 2024)
Learn more and get ticketsThe January 2024 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders teaching 8 core modules across 2 x 3.5-hour sessions, facilitated live online by Marc Carriere.Managing Difficult Customers (January 2024)
Learn more and get ticketsThis course has been refined over decades to teach the skills and provide the confidence to any employee required to handle difficult customer situations whether it's on the phone or in person and with an average customer review of 4.8/5, it's one not to be missed!Customer Service Reception Essentials (January 2024)
Learn more and get ticketsThe January 2024 Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide employees working in reception/admin/office roles with essential customer service skills for face-to-face, phone and emails that deliver an immediate impact.Customer Service Phone Essentials (January 2024)
Learn more and get ticketsThe January 2024 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course to teach premium customer service skills to employees dealing with customers over the phone.WFM for Contact Centre Team Leaders (February 2024)
Learn more and get ticketsSpecifically designed for call centre team leaders, managers and anyone with a stake in the workforce management process, participants will learn how WFM can be used to make better decisions, improve efficiencies and deliver a better experience for your customers via the contact centre.Contact Centre Coaching PRO (February 2024)
Learn more and get ticketsImprove the performance and culture of your contact centre by teaching your Team Leaders premium coaching skills designed specifically for a contact centre environment. Suitable for contact centres of all shapes and sizes!February 2024 WFM Essentials
Learn more and get ticketsLearn the fundamentals of Workforce Management for Call Centres in this 3-day February 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.Inbound Phone Sales Essentials(February 2024)
Learn more and get ticketsA short-duration (3-hour) training course designed to teach employees how to have quality conversations with customers to improve sales opportunities and conversions.Contact Centre Management Fundamentals (February 2024)
Learn more and get ticketsThe gold standard of contact centre manager courses! Completely vendor agnostic and taught by the leading contact centre trainer in the world, this course is rated 5/5 with hundreds of great testimonials and is designed to equip attendees with best-practice contact centre management skills that can be applied to any inbound contact centre.Inbound Phone Sales Professional (February 2024)
Learn more and get ticketsImprove your sales conversions and customer engagement in this Inbound Phone Sales Professional (February 2024) Training Course designed for all phone-based employees and delivered online by local expert Simon Blair.Customer Service Phone Essentials (February 2024)
Learn more and get ticketsThe February 2024 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course to teach premium customer service skills to employees dealing with customers over the phone.
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.
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.
Employee Retention
Employee Retention is a key organisation metric that answers the question “What percentage of our employees that were working here on Date 1 were still working here on Date 2?”
Employee Attrition
Employee Attrition is a common metric that is used to measure the number of people that have left a position they were employed to do, expressed as a percentage of the total workforce.
