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

Best Overall Q4 2023
Australian Call Centre Rankings
Highest:Holmesglen TAFE (Vic)81.8%
Lowest:Bendigo Bank20.6%
Industry Average57.3%

View all YTD Data >

Best Quality Q4 2023
Australian Call Centre Rankings
Highest:Holmesglen TAFE (Vic)87.4%
Lowest:Budget Direct30.0%
Industry Average59.4%

View all YTD Data >

Most Accessible Q4 2023
Australian Call Centre Rankings
Highest:TasTAFE96.9%
Lowest:Telstra Internet13.3%
Industry Average67.1%

View all YTD Data >

Lowest Wait Times Q4 2023
Australian Call Centre Rankings
Lowest:Energy Australia00:03
Highest:City of Casey (Vic)12:33
Industry Average02:28

View all YTD Data >

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.

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