Why Contact Centre Benchmarking Matters
In every industry, your contact centre plays a frontline role in customer acquisition, retention, and satisfaction – whether it’s resolving issues, answering sales enquiries, or guiding customers through complex decisions.
Benchmarking shows how your centre performs in the moments that matter – where you’re exceeding expectations, where there are risks, and how you compare to others – all based on real customer interactions and our independent Contact Centre CX Standards.
It gives you the data to justify investment, drive better outcomes across your channels, and strengthen your organisation’s reputation in an increasingly competitive landscape.
Why Benchmark with ACXPA?
We’ve supported Australian contact centres for over a decade – through CX training, quality assurance, industry standards and benchmarking. We know what great looks like, and how to measure it across any sector.
We assess actual customer calls – not internal surveys – providing insights grounded in real-world service delivery and customer experience.
Use benchmarking data to support funding requests, track improvements over time, and demonstrate ROI to leadership with clear, independent evidence.
Our reports highlight what’s working, where there’s friction, and what you can do next – across your people, processes and technology.
See Which Contact Centres Are Leading the Way
Each quarter, we publicly highlight the top-performing contact centres in Australia – across sectors like banking, aged care, councils and more – based on real customer interactions measured against the ACXPA Contact Centre CX Standards.
Even if your sector isn’t featured yet, you can still explore the latest performance benchmarks and see what great service looks like in action.
Four Benchmarking Options – Tailored to Your Sector
Whether you're looking to benchmark against industry peers, uncover service gaps, or build the case for investment, there’s a contact centre benchmarking solution to suit.
Public Call Centre Rankings
Our Call Centre Rankings highlight performance across selected sectors, based on mystery shopping calls handled by real agents.
If your sector isn’t listed yet, your brand won’t appear – but you can still see how top performers deliver great CX, and what's measured.
View Rankings
Benchmarking PLUS
Get monthly insights across 80+ CX metrics – including performance against the Contact Centre CX Standards and confidential comparisons with your chosen competitors.
If your sector isn’t already benchmarked publicly, we’ll build the framework – and you can choose whether your results are included or kept private.
Learn More
Private Call Centre Benchmarking
Gain deep insights into your own performance through monthly assessments, compliance reviews and tailored test scenarios.
Use our CX Standards or apply your own internal benchmarks – ideal for internal improvement, without public visibility.
Learn More
Call Quality Assessments
We independently review your call recordings, evaluating agent performance, scripting, compliance and resolution quality.
Perfect for organisations wanting to validate internal QA, support training or track improvements in real customer interactions.
Learn MoreQuick Comparison at a Glance
Still deciding which benchmarking solution is right for your contact centre? Compare the purpose, visibility, and best use cases for each option below.
Scroll horizontally to view all columns →
| Service Choose the right CX benchmarking service for your needs. | Purpose What each service helps you achieve. | Visibility Who can see the results. | Best For Ideal users or scenarios for each service. | Action |
|---|---|---|---|---|
| Public Call Centre Rankings | Snapshot of performance across selected sectors using real customer interactions | Public – high-level trends only | Anyone seeking transparency and sector-wide performance insights | View Rankings |
| Benchmarking PLUS | Monthly insights comparing your contact centre with up to ten nominated competitors | Private & Confidential or Public (your choice) | Call Centre Leaders, CX Improvement Teams, Strategy & Insights | Learn More |
| Private Call Centre Benchmarking | Detailed internal reports with optional compliance reviews and custom criteria | Private & Confidential | Contact Centre Managers, CX Leaders, Boards, Transformation Projects | Learn More |
| Call Quality Assessments | Agent-level evaluations of real customer calls with expert feedback | Private & Confidential | QA Teams, L&D Managers, Team Leaders, Frontline Coaches | Learn More |
Where to Next?
Whether you're ready to dive deeper or still exploring your options, here are three ways to take the next step.
Purchase a
Benchmarking Trial
Get a preview of our full reporting service for just $697. See how your contact centre performs against CX Standards and real-world competitors.
Explore Public
Rankings
See how leading organisations are performing across different sectors and explore national CX trends based on real customer interactions.
Customer Service &
CX Training Courses
Upskill your contact centre team with industry-leading training courses for phone, digital and face-to-face service. Delivered by experts, tailored for impact.
Still Have Questions?
We’re here to help you find the right benchmarking solution for your contact centre. Reach out to speak with an expert, call us directly, or book a discovery session.
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