Call Centre Monthly Snapshot
Independent benchmarking. Delivered monthly. Just $397.
Get fresh monthly insights into your call centre’s performance with expert mystery shopping – no effort, no stress. Just clear, actionable data delivered straight to your inbox for a flat monthly price.
Why the Call Centre Monthly Snapshot Is a No-Brainer
Every day, customers are calling your contact centre — but do you really know what they're experiencing? Not just what your systems say. Not what your team hopes. The Call Centre Monthly Snapshot shows you the truth, from the customer’s perspective.
We mystery shop your centre as genuine customers and track real interactions — from how long it takes to reach a live agent to how well your team handles the call. You’ll get independent, expert analysis each month, so you can fix what’s broken, double down on what’s working, and build a consistently great experience.
It’s practical. It’s affordable. And it removes the guesswork. No internal admin. No biased data. Just honest, easy-to-read insights delivered straight to your inbox.
Your monthly results feed directly into the ACXPA Call Centre Rankings — giving your centre the opportunity to be nationally recognised for service excellence. And because it's industry-led, not vendor-funded, the benchmarking is transparent, credible and built to serve you — not someone's sales pitch. The more centres that participate, the richer the insights become, helping to pinpoint gaps, highlight trends and lift performance standards across the industry.
Certified Against the Australian
Contact Centre CX Standards
Relevant to Every Call Centre — Regardless of Industry
Every Snapshot is assessed using the Australian Contact Centre CX Standards — the national framework for measuring contact centre performance.
These standards focus on two proven pillars of great service:
Accessibility — how quickly and easily customers can reach a live agent, assessed across real-world measures like IVR complexity, message length, wait time and overall time to a live agent.
Agent Mastery — the soft skills and behaviours that shape the quality of your conversations, assessed across five competencies and 18 behaviours — all observable, trainable and relevant in any industry.
Example: One of the behaviours we assess under ENGAGE is obtaining and using a customer’s name. It’s a simple gesture, but incredibly powerful. A call centre agent who says, “No problem Justin, let me take care of that for you,” builds confidence and personal connection. An agent who skips that opportunity misses a critical trust moment — no matter what sector they’re in.
That’s why our standards work. They’re built on principles that apply whether you’re handling new home loan enquiries, switching providers, general questions about council services, student enrolments and more.
🏆 Earn Your Place Among Australia’s Best
As a Snapshot customer, you’re not just tracking KPIs internally — you’re also competing to be one of Australia’s top-ranked call centres. It’s a powerful way to reward your team, attract talent, and show stakeholders that CX excellence isn’t just a goal — it’s your standard.
Every result counts — and every month, new centres rise to the top. Will yours be next?
What You’ll Receive in Your Monthly Report
Each month, you'll receive a visual report tracking your call centre’s performance across 23 scored metrics covering the two areas that matter most: Accessibility (how easy it is to reach a live agent) and Agent Mastery (how well your team handles the interaction). These elements combine to form your Overall CX Score — a single, powerful indicator of customer experience.
The Snapshot service gives you a clear, executive-ready view of your call centre’s performance across 23 scored metrics — perfect for internal scorecards, trend tracking and coaching. Need deeper insights or custom KPIs? You can upgrade to the PLUS service anytime.
See a Sample Monthly Snapshot Report
Illustrative sample only. All data is fictional.
Get the Monthly Snapshot for Just $397/month
Simple, affordable and built for busy contact centre leaders. No contracts, no surprises — cancel anytime.
Become a Business MemberExplore Our Other Benchmarking Services
From peer comparisons to internal performance and quality assurance, we offer tailored benchmarking solutions to suit your needs.
Benchmark your centre against nominated peers with deeper insight into how you stack up. 🔐 Private Benchmarking
Assess internal performance using tailored scenarios and compliance-focused metrics. 🎧 Quality Assurance Reviews
Submit recorded calls for expert, independent assessment using the ACXPA QA Standards.
Frequently Asked Questions About the Contact Centre CX Monthly Snapshot
Who is the Snapshot service for?
The Snapshot service is designed for ACXPA Business Members who are already benchmarked in one of our existing call centre categories. It's perfect if you want ongoing performance tracking without the complexity of a full benchmarking program.
How does the Snapshot service work?
Each month, our evaluators make mystery shopper calls into your contact centre — just like real customers — and assess the experience using key elements of the Australian Contact Centre CX Standards. You’ll receive a monthly report showing how you're tracking across Accessibility and Agent Mastery.
What’s included in the Snapshot report?
Your report includes your Overall CX Score, along with 12 metrics for Accessibility (e.g. IVR navigation time, live agent reachability, wait times, percentage of calls answered and more) and the 5 Agent Mastery competencies (e.g. Engage, Discover, Educate, Close and Impact).
Reports are colour-coded, concise, and designed to be executive-ready.
Can I see individual call scores or full scoring details?
Not in the Snapshot plan. This service provides a monthly summary of your CX performance, but not call-level data or the full 80+ metrics from the CX Standards. If you’d like deeper insights, individual scores or custom KPIs, you can upgrade to the PLUS service anytime.
Why can I only order the service if my sector is already included in the Rankings?
This service is only available for sectors we already benchmark because your monthly report includes a comparison against sector-wide averages. That’s only possible if we’re actively assessing businesses in your industry.
By focusing on supported sectors, we can keep the service cost-effective and continue improving accuracy as more businesses join.
If your sector isn’t yet included, you can still gain valuable insights through our Contact Centre CX Benchmarking service, which lets you benchmark against up to 10 peers or competitors.
How many calls are assessed each month — and is that enough?
We assess 6 calls per contact centre, per month as part of the Monthly Snapshot service.
While it may seem modest, this sample is carefully chosen to reflect real customer interactions across multiple times of day and call types. Our experience — supported by over 20 years of mystery shopping and CX benchmarking — shows that a sample of 6 well-distributed calls is sufficient to reveal consistent behavioural patterns and service standards.
The goal of the Snapshot service is to provide a lightweight, repeatable benchmark that tracks performance over time. For deeper analysis or larger samples, consider our PLUS Benchmarking service, which includes custom sample sizes and scenario design.
Can I cancel or upgrade at any time?
Yes. There’s no lock-in. You can cancel the Snapshot service anytime or upgrade to PLUS or Private Benchmarking as your needs grow.
Why do I need to have an ACXPA Business Membership?
Because your results contribute to the national Call Centre Rankings, this service is exclusive to ACXPA Business Members. In return, your team gains full access to benchmarking insights for your sector — plus a suite of valuable member benefits.
Business Membership includes 25% off all live training courses, access to self-paced training, our WFM hub, video library, CX tools, and more — all designed to help your contact centre perform at its best.
Memberships start from just $497 per year. Explore Business Membership options.
Prefer to stay independent? You can still benchmark your centre through our Private Benchmarking service, which offers a fully customised alternative.
Can I customise the questions or scenarios?
The Snapshot service uses a standardised format to ensure consistency. If you’d like custom scenarios, KPIs or multi-site breakdowns, our Private Benchmarking service is ideal for that.
Can I benchmark against competitors?
Not with the Snapshot service — but if you're ready to compare against others in your sector, our PLUS service includes competitor benchmarking and ranking reports.
Prefer to speak to someone first?
Contact us via our
Online Contact Form
or call
+61 3 9008 7287
(Mon–Fri, 8:30am–5:30pm Melbourne, Australia)
