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 CX Roundtable - Campbell Davies

Upcoming ACXPA Contact Centre Roundtable - 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.

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.

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, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

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