ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
- Subcategories:
- Banks (Monthly Reports) (8)
- Banks (Quarterly Trend Reports) (1)
- Car Insurance (5)
- Councils (8)
- Energy Retailers (8)
- Industry Sectors (Monthly) (8)
- Industry Sectors (Quarterly Trends) (1)
- Internet Retailers (8)
- TAFEs (8)
Call Centre Ranking Reports for Download
Each month we publish the Australian Call Centre Rankings report that provides insights into the performance of the Australian Contact Contact Centre industry by conducting random mystery shopping calls and then assessing the experience against the ACXPA Contact Centre CX Framework.
ACXPA Members can download a summary report by industry sector below, as well as the overall national results.
You can also filter by industry sector subcategory by clicking on the links above.
You must be an ACXPA Member to download the reports! Learn more >
View the public Call Centre Ranking Reports here >
Australian Banks Q1 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Banking Sector Q1 2024 Call Centre Rankings.
This report contains sector average data for 43 metrics, plus 23 Q1 averages for 23 individual metrics for three random Banks we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | 01-Q1-2024-BANKS-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 80.07 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Banks (Quarterly Trend Reports) |
Australian Call Centre Industry Sector Rankings March 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the March 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The summary data includes the results (by sector) for over 40 different metrics, including:
- Overall Rankings
- Quality score
- Accessibility score
- Average wait times
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty percentages
Other quick links:
- View lifetime averages and trend data for the Industry >
- Download other monthly reports > (ACXPA Subscribers & Members only)
- Download quarterly trend reports > (ACXPA Members only)
| Filename | 03-MARCH-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.05 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Industry Sectors (Monthly) |
Australian TAFEs March 2024
Download the ACXPA Members Summary Report for the Australian TAFEs Sector March 2024 Call Centre Rankings.
This report contains summary data for three random TAFES we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE TAFES YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian TAFEs and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MAR-2024-TAFES-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.38 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | TAFEs |
Download the ACXPA Members Summary Report for the Australian Internet Retailers March 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MARCH-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 80.55 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | Internet Retailers |
Australian Energy Retailers March 2024
Download the ACXPA Members Summary Report for the Australian Energy Sector March 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE ENERGY RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MARCH-2024-ENERGY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 82.17 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | Energy Retailers |
Australian Councils March 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector March 2024 Call Centre Rankings.
This report contains summary data for three random Councils we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE COUNCILS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MARCH-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.40 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | Councils |
Australian Banks March 2024
Download the ACXPA Members Summary Report for the Banking Sector March 2024 Call Centre Rankings.
This report contains summary data for three random Banks we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MARCH-2024-BANKS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 79.90 KB |
| Version | 1 |
| Date added | May 11, 2024 |
| Category | Banks (Monthly Reports) |
Australian Call Centre Industry Sector Rankings February 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the February 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The summary data includes the results (by sector) for over 40 different metrics, including:
- Overall Rankings
- Quality score
- Accessibility score
- Average wait times
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty percentages
Other quick links:
- View lifetime averages and trend data for the Industry >
- Download other monthly reports > (ACXPA Subscribers & Members only)
- Download quarterly trend reports > (ACXPA Members only)
| Filename | 02-FEB-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.09 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings January 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the January 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The summary data includes the results (by sector) for over 40 different metrics, including:
- Overall Rankings
- Quality score
- Accessibility score
- Average wait times
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty percentages
Other quick links:
- View lifetime averages and trend data for the Industry >
- Download other monthly reports > (ACXPA Subscribers & Members only)
- Download quarterly trend reports > (ACXPA Members only)
| Filename | 01-JAN-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.13 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Sectors (Monthly) |
Australian TAFEs February 2024
Download the ACXPA Members Summary Report for the Australian TAFEs Sector February 2024 Call Centre Rankings.
This report contains summary data for three random TAFES we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE TAFES YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian TAFEs and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-TAFES-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 82.23 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | TAFEs |
Download the ACXPA Members Summary Report for the Australian Internet Retailers February 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.32 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | Internet Retailers |
Australian Energy Retailers February 2024
Download the ACXPA Members Summary Report for the Australian Energy Sector February 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE ENERGY RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-ENERGY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.96 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | Energy Retailers |
Australian Councils February 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector February 2024 Call Centre Rankings.
This report contains summary data for three random Councils we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE COUNCILS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 83.63 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | Councils |
Australian Car Insurers February 2024
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector February 2024 Call Centre Rankings.
This report contains summary data for three random car insurers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE CAR INSURERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-CAR-INSURANCE-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.03 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | Car Insurance |
Australian Banks February 2024
Download the ACXPA Members Summary Report for the Banking Sector February 2024 Call Centre Rankings.
This report contains summary data for three random Banks we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-BANKS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.70 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | Banks (Monthly Reports) |
Australian TAFEs January 2024
Download the ACXPA Members Summary Report for the Australian TAFEs Sector January 2024 Call Centre Rankings.
This report contains summary data for three random TAFES we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE TAFES YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian TAFEs and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-TAFES-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 86.69 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | TAFEs |
Australian Internet Retailers January 2024
Download the ACXPA Members Summary Report for the Australian Internet Retailers Sector January 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.79 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Internet Retailers |
Australian Energy Retailers January 2024
Download the ACXPA Members Summary Report for the Australian Energy Sector January 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE ENERGY RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-ENERGY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 88.84 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Energy Retailers |
Australian Car Insurers January 2024
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector January 2024 Call Centre Rankings.
This report contains summary data for three random car insurers we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE CAR INSURERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-CAR-INSURANCE-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 86.12 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Car Insurance |
Australian Councils January 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector January 2024 Call Centre Rankings.
This report contains summary data for three random Councils we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE COUNCILS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.80 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Councils |
