The Full Q2 2025 Banking Call Centre Rankings Report is Coming Soon!
Our Q4 2024 Call Centre Benchmarking Report is already empowering Australian banks to make data-driven decisions, elevate customer experiences, and optimise their operations like never before.
And the insights don’t stop there.
Take Your Insights to the Next Level
The upcoming Q2 2025 Banking Sector Call Centre Rankings will reveal the latest trends and benchmarks, helping your bank stay ahead of the competition. Subscribers and members receive:
Banking sector averages and trends across these five essential metrics:
- Average Wait Times: How long customers are left waiting in the queue.
- Percentage of Calls Answered Within 10 Minutes: A critical measure of responsiveness.
- Agent Mastery (Soft Skills): Evaluating the human connection in customer interactions.
- Accessibility: How easy it is for customers to reach a live agent.
- Overall Customer Experience (CX) Ranking: The bank’s position in the sector.
Subscribe now to receive the latest report as soon as it’s published.
Or, become a member for access to monthly updates, additional metrics, and individual performance insights for three randomly selected banks each month and quarter.
Missed the Q1 2025 Banks Call Centre Rankings Report? Catch Up Now!
Explore the Q1 2025 Australian Banks Call Centre Rankings and uncover key trends, averages, and insights into the sector’s performance.
Want the Ultimate Competitive Edge for Your Bank?
Our Banking CX Benchmarking Service delivers unparalleled access to your full call centre performance data and insights into any five competitors of your choice.
Gain the ultimate advantage and stay ahead of the curve!
Data accurate as of May 2025
Compare Your Access: Unlock More Banking Insights with ACXPA
Here’s a quick breakdown of what you can access as a Visitor, Subscriber, or Member.
See how upgrading your access can unlock exclusive benefits, from detailed banking sector benchmarking insights to training and networking opportunities designed to elevate your success.
Explore the benefits below and take the next step to ensure you’re getting the most out of ACXPA’s industry-leading resources.
| Visitor | Subscriber (Free) | Member (Paid) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Available Australian Banking Sector Data | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Read the Executive Summary for the Quarterly Banking Sector Report High-level overview of the quarterly results - updated quarterly and free to access. | ✔ | ✔ | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| View the Top 3 and Lowest-ranked Banks (5 metrics)* Current Quarter Leaders – Visitors only see one metric (Overall CX). Subscribers and Members see both Top 3 and the lowest-ranked for all 5 key metrics. | – | * | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Access the Members-Only Banking Benchmarking Dashboard Explore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| View Individual Bank Results in Monthly & Quarterly PDF Reports 24 metrics for 3 real banks plus sector benchmarks. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| High/Low Leaderboards (12 metrics) See highest and lowest banking sector scores updated quarterly for 12 metrics. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Access Last 4 Quarterly Banking Sector Reports Track sector performance over time. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
▶ See What Else You’re Missing (click to expand) In addition to the sector-specific data above, you can also unlock the following national insights:
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Ready to Stay Ahead of the Curve?
- Subscribe now for a free alert when the Q2 2025 Banking Call Centre Rankings are released.
- Or, take the next step and become an ACXPA Member to instantly access comprehensive insights, exclusive resources, and member-only benefits!
Subscribe Now (free)
The Full Q2 2025 Banking Call Centre Rankings Report is Coming Soon!
Hi ,
As a subscriber, you’re already ahead of the curve, accessing exclusive benchmarking insights to help you make data-driven decisions, enhance customer experiences, and optimise operations.
To ensure you’re notified as soon as the Q2 2025 Banking Sector Data is released, please take a moment to update your email preferences and select ‘Banking Alerts.’
But why stop there?
By upgrading to an ACXPA Membership, you unlock a whole new level of benefits, including:
- Monthly Banking Sector Reports: Get actionable insights every month, not just quarterly.
- YTD and Lifetime Trends: Access comprehensive, long-term performance data for the banking sector.
- Individual Bank Insights: See performance data for three randomly selected banks each month and quarter.
- Exclusive Discounts: Save up to 25% on live CX Skills Training and 50% on ACXPA events.
- Networking Tools: Connect with other members in private groups to share strategies and ideas.
- Self-Paced Training Courses: Access interactive, on-demand training to upskill your team.
Upgrading to membership ensures you’re always one step ahead with the most comprehensive tools and insights available in the industry.
Ready to unlock the full potential of your insights?
Compare Your Access: Unlock More Banking Insights with a Membership
| Subscriber (Free) | Member (Paid) | |||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Banking Sector Data | ||||||||||||||||||||||||||||||||||||||||||||
| Read the Executive Summary for the Quarterly Banking Sector ReportHigh-level overview updated quarterly and free to access. | ✔ | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| View the Top 3 and Lowest-ranked Banks (5 metrics)*Current Quarter Leaders – Visitors see only the Top 3. Subscribers and Members see both Top 3 and Lowest-ranked. | ✔ | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| Access the Members-Only Banking Benchmarking HubExplore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| View Individual Bank Results in Monthly & Quarterly PDF ReportsView 24 metrics for 3 real banks plus sector benchmarks. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| High/Low Leaderboards (12 metrics)View the highest and lowest Banking sector scores for 12 metrics, updated quarterly. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| Access Last 4 Quarterly Banking Sector ReportsTrend data across banking contact performance over time. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
▶ See What Else You’re Missing (click to expand) In addition to the banking sector specific data above, you can also unlock the following national insights:
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The Full Q2 2025 Banking Call Centre Rankings Report is Coming Soon!
Hi ,
As a valued ACXPA Member, you have exclusive access to Australia’s most comprehensive banking sector insights and tools, including:
- Previous Quarter Banking Sector Reports: Dive into the trends and performance data that drive strategic decision-making.
- Monthly and Quarterly Downloads, YTD and Lifetime Trends: Your Members-Only Banking Sector Data Page is your gateway to detailed, actionable insights—anytime you need them.
- Exclusive Discounts on the Banking CX Benchmarking Service: Unlock the ultimate edge with tailored insights, including full performance data and benchmarking against your chosen competitors.
Stay in the know!
To ensure you never miss an update, make sure Banking Alerts are selected in your email preferences >
Explore the data and gain the competitive advantage you deserve.
Hi , as a Business Member, please log into your Individual Membership to access this content. Not sure how? View the Business Members FAQs >
Hi , as a Vendor Member, please log into your Individual Membership to access this content. Not sure how? View the Vendor Members FAQs >
