ACXPA Logo (Landscape, small, clear background, .png)

Download the Australian Customer Experience Professionals Association (ACXPA) Logo.  If adding to your website, please also link to our homepage: https://acxpa.com.au/

Free download! To download all our content, you’ll need to upgrade to a Membership! Learn more >

Learn more about ACXPA >

ACXPA Logo (Landscape, large, white background, .pdf)

Download the Australian Customer Experience Professionals Association (ACXPA) Logo.  If adding to your website, please also link to our homepage: https://acxpa.com.au/

Free download! To download all our content, you’ll need to upgrade to a Membership! Learn more >

Learn more about ACXPA >

ACXPA Logo (Landscape, large, white background, .png)

Download the Australian Customer Experience Professionals Association (ACXPA) Logo.  If adding to your website, please also link to our homepage: https://acxpa.com.au/

Free download! To download all our content, you’ll need to upgrade to a Membership! Learn more >

Learn more about ACXPA >

ACXPA Logo (Landscape, large, clear background, .png)

Download the Australian Customer Experience Professionals Association (ACXPA) Logo.  If adding to your website, please also link to our homepage: https://acxpa.com.au/

Free download! To download all our content, you’ll need to upgrade to a Membership! Learn more >

Learn more about ACXPA >

ACXPA Member Logo (Landscape, small, white background, .png)

Add the ACXPA Member logo to your profile/marketing material! If adding to your website, please also link to our homepage: https://acxpa.com.au/

This download is only available for ACXPA Members. Discover which membership is right for you >

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Add the ACXPA Member logo to your profile/marketing material! If adding to your website, please also link to our homepage: https://acxpa.com.au/

This download is only available for ACXPA Members. Discover which membership is right for you >

ACXPA Member Logo (Landscape, small, clear background, .png)

Add the ACXPA Member logo to your profile/marketing material! If adding to your website, please also link to our homepage: https://acxpa.com.au/

This download is only available for ACXPA Members. Discover which membership is right for you >

ACXPA Member Logo (Portrait, white background, .PNG)

Add the ACXPA Member logo to your profile/marketing material! If adding to your website, please also link to our homepage: https://acxpa.com.au/

This download is only available for ACXPA Members. Discover which membership is right for you >

Australian Banks December 2023

Download the ACXPA Members Summary Report for the Banking Sector December 2023 Call Centre Rankings.

This report contains summary performance data for three random Banks we assessed, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Sector Summary scores for each of the five Quality competencies
• The scores for each of the four behaviours of the ‘Engage’ Quality Competency
• Sector Summary scores for each of the five Accessibility competencies 

This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate. 

• View other Bank reports to download >
• View the published monthly reports for Australian Banks and YTD trend data >

   This download is only available for ACXPA Members. Learn more >

Australian Banks September 2023

Download a summary of the key results for the Banking Sector September 2023 Call Centre Rankings Report.

The summary data includes the following data for four random Banks we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.

• View other available monthly reports >
• View the public reports and how we assess the performance >

   This download is only available for ACXPA Members. Learn more >

Australian Banks August 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Banking Sector August 2024 Call Centre Rankings.

This report contains the banking sector averages for 48 metrics, and 24 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 view 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 >

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 >

Australian Banks Q2 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q2 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 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 view 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 >

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 Australian banking sector averages for 43 metrics, plus 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 >

Australian Banks Q3 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q3 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 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 view 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 >

Australian Call Centre Industry Rankings August 2023

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes the results (by sector) for 48  different metrics, including: 

• Overall CX Rankings
• Accessibility Rankings
• Customer Service Quality Rankings
• Average Wait Time
• Calls Answered percentages
• Navigation times
• Pre-recorded message times
• Number of IVR layers
• Talk Time
• Total Experience 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 sectors >
• View other download options >

Australian Call Centre Rankings by Industry Sectors Q1 2024

   This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q1 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

• Overall Rankings
• Quality Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Quality Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Australian Call Centre Rankings by Industry Sectors Q2 2024

   This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q2 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

• Overall Rankings
• Quality Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Quality Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Australian Councils August 2023

Download a summary of the key results for the Council Sector August 2023 Call Centre Rankings Report.

The summary data includes the following data for five random councils we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.

• View other available monthly reports >
• View the public reports and how we assess the performance >

   This download is only available for ACXPA Members. Learn more >

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 >

Car Insurance November 2023

Download a summary of the Call Centre Rankings for the Australian Car Insurance Sector in November 2023.

The summary data includes the following Call Centre Ranking data for three random car insurance companies, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Car insurance companies that purchase our Contact Centre CX Benchmarking will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.

• View other available monthly report downloads >
• View the public monthly reports for Car Insurance Providers >

   This download is only available for ACXPA Members. Learn more >

Car Insurance December 2023

Download a summary of the Call Centre Rankings for the Australian Car Insurance Sector in December 2023.

The summary data includes the following Call Centre Ranking data for three random car insurance companies, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Car insurance companies that purchase our Contact Centre CX Benchmarking will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.

• View other available monthly report downloads >
• View the public monthly reports for Car Insurance Providers >

   This download is only available for ACXPA Members. Learn more >

Car Insurance October 2023

Download a summary of the key results for the Australian Car Insurance Sector in October 2023.

The summary data includes the following Call Centre Ranking data for four random car insurance companies we assessed, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Car insurance companies that join our Contact Centre CX Benchmarking service will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.

• View other available monthly reports >
• View the public reports and how we assess the performance >

   This download is only available for ACXPA Members. Learn more >

Car Insurance Q1 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Car Insurance Sector Q1 2024 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers 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 INSURANCE PROVIDERS 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.

• Downland other monthly reports >
• View the quarterly public reports for Car Insurance Providers and YTD trend data >

Car Insurance Q3 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Car Insurance Sector Q3 2024 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers we assessed, including:

• Overall CX Rankings
• Agent Mastery Rankings
• Accessibility Rankings
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Agent Mastery competencies
• The four behaviour scores for the ENGAGE Competency
• Summary scores for each of the five Accessibility metrics

To see the data for ANY FIVE CAR INSURANCE PROVIDERS 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.

• Downland other monthly reports >
• View the quarterly public reports for Car Insurance Providers and YTD trend data >

Car Insurance Q2 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Car Insurance Sector Q2 2024 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers 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 INSURANCE PROVIDERS 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.

• Downland other monthly reports >
• View the quarterly public reports for Car Insurance Providers and YTD trend data >

Contact Centre Acronyms Cheat Sheet

A single A4 page containing the most commonly used acronyms and jargon used in a contact centre (aka call centre).   For a complete list of all the acronyms used in the contact centre and customer experience industry, please refer to our CX and Call Centre Glossary. 

This resource is free to download! To download all our content, you must be a Subscriber or Member. Learn more >

Employee Turnover Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Turnover rate enables you to track performance and identify potential challenges and opportunities within your business. 

The Employee Turnover Rate Calculator to determine your turnover rate by 3,6,9, and 12 months. it also contains a new hire turnover rate calculator as well as enabling you to calculate an overall, and by department turnover rate.

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

Read the Employee Turnover glossary term >

The Employee Turnover Rate Calculator is free to download!  ACXPA provides a range of exclusive resources to help businesses elevate their customer experience. Discover which membership is right for you >

Erlang Call Centre Calculator

Our Erlang Calculator is actually five calculators in one that provide you with a range of different options, including:

• Model different scenarios (what impact would it have on staffing if we dropped our Service Levels from 80/30 to 80/60 or what if we could reduce our Average Handling Time by 10 seconds, what impact would that have on employee numbers?).
• Incorporate metrics like Occupancy and Shrinkage so you can see the impact on Service Levels or Employee numbers as those metrics move.
• Model intraday intervals – overlay your rostered staff numbers against workload and see the changing service levels. Perfect to model different break times, etc, to balance out your service levels.
• The basic version will enable you to do basic modelling – upgrade to the PRO version to unlock all features!

We’ve included easy instructions, so even if you are not a workforce planning professional, you’ll be able to use the tool!

This resource is only available for ACXPA Members.  To download all our content, you must be a Subscriber or Member. Learn more > 

Employee Attrition Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Attrition Rate can provide you with powerful insights that enable you to make informed decisions on whether the attrition rate is appropriate for your business and where needed, to take corrective actions. 

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Attrition, including a definition, common FAQs, leading causes and industry data for attrition in contact centres in Australia?

Learn more Employee Attrition >

P.S You may also be interested in the Employee Replacement Cost Calculator or the  Employee Turnover Rate Calculator 

The Employee Attrition Rate Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >

Download the slides used in the Contact Centre Roundtable with Sean McGinn on Failure Demand.

This download is only available for ACXPA Members. View membership options >

Australian Councils August 2023

Download a summary of the key results for the Council Sector August 2023 Call Centre Rankings Report.

The summary data includes the following data for five random councils we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.

• View other available monthly reports >
• View the public reports and how we assess the performance >

   This download is only available for ACXPA Members. Learn more >

Australian Councils April 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Councils Sector April 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 >

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 >

Australian Councils September 2023

• Download a summary of the key results for the Council Sector September 2023 Call Centre Rankings Report.

  The summary data includes the following data for five random councils we assessed:

  • Overall performance scores
  • Quality Scores (QIS)
  • Accessibility scores (CCAS)
  • Average wait times
  • Navigation times
  • Number of IVR layers
  • Talk time
  • Summary scores for each of the five Quality competencies
  • The scores for the four behaviours of the ‘Engage’ Quality Competency
  • Summary scores for each of the five Accessibility competencies 

  Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.

  • View other available monthly reports >
  • View the public reports and how we assess the performance >

   This download is only available for ACXPA Members. Learn more >

Australian Councils Q2 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Councils Sector Q2 2024 Call Centre Rankings.

This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics 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 >

Australian Councils Q3 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Councils Sector Q3 2024 Call Centre Rankings.

This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils we assessed, including:

• Overall CX Rankings
• Agent Mastery Rankings
• Accessibility Rankings
• Average wait times
• Menu Navigation Times
• Total Message Time 
• Summary scores for each of the five Agent Mastery competencies
• The four behaviour scores for the ENGAGE Competency
• Summary scores for each of the five Accessibility metrics 

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 >

Australian Councils Q1 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Councils Sector Q1 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 >

The Customer Journey Mapping Template is available for download in a PowerPoint file and is completely editable.

This download is only available for ACXPA Individual Members. Learn more>

Download an example of a Human-Centred Design Framework. 

This download is only available for ACXPA Subscribers and Members. Discover which membership is right for you >

How to Build the Foundations of a CX Program

Exclusive for ACXPA Individual members, this presentation by Scott Downing covers all you need to know about setting up a CX program in your business. This slide deck accompanies the presentation that can be viewed here and it contains: 

• The rationale of why it is important to know why you need a CX Program
• How to kick start your CX Program; the tactical steps and order in which to do them
• What you can expect to see happen in the business
• NPS – is it the right metric and if so where to use it
• A framework for sustainable change

This download is only available for ACXPA Individual Members. Learn more >

Customer Retention Calculator

It’s a lot harder trying to acquire new customers than retaining your existing customers and a way businesses measure the retention of their existing customers is by using a Customer Retention Rate (CRR). Download this free Excel calculator to quickly calculate your CRR.

The Customer Retention Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >

Phonetic Alphabet Desktop Guide

A Phonetic Alphabet is a great way to improve professionalism, improve data accuracy and even make you more efficient.

And what’s best is it’s completely free to download!

You can print our handy download on one A4 size paper (portrait) – it comes in three sizes that you can easily cut out and use on your desk, attach to your monitor, counter etc.

This resource is free to download! 

Subscribers and Members get access to a LOT more!!! Learn more >

HEAT Model Cheat Sheet

The HEAT Model/technique is used to calm down an angry customer consisting of four key components:

1. Hear them Out
2. Empathise
3. Apologise
4. Take ownership 

Download this A4 cheat-sheet and keep it handy in case you ever need it! We also have an article where you can learn more about the HEAT model and some extra tips on managing angry customers > 

This resource is free to download!

To download all our content, you must be a Subscriber or Member. Learn more >

A printable A3 document (landscape) with the words:

Warning

We will not tolerate physical or verbal abuse towards our employees or other customers. 

If this occurs you will be asked to leave and refused service

This download is only available for ACXPA Subscribers and Members. Learn more >

Phonetic Alphabet (Microsoft Word)

A Phonetic Alphabet is a great way to improve professionalism, improve data accuracy and even make you more efficient.

And what’s best is it’s completely free to download!

You can print our handy download in Microsoft Word so you can edit if required. 

This resource is free to download! 

Subscribers and Members get access to a LOT more!!! Learn more >

Download the slides used in the CX Matters Podcast titled: What is CX Maturity? with special guest Melanie Disse.

  This download is only available for ACXPA Members. View membership options >

Download the slides used in the CX Roundtable with Laura Mazin.

  This download is only available for ACXPA Members. View membership options >

Download the slides used in the CX Roundtable with Campbell Davies.

  This download is only available for ACXPA Members. View membership options >

CX Roundtable with Karen Clydesdale, Tennis Australia

Download the slides used in the CX Roundtable with Karen Clydesdale, Head of CX & Customer Relations for Tennis Australia.

  This download is only available for ACXPA Members. View membership options >

Download the slides used in the CX Roundtable with Kevin Perry.

  This download is only available for ACXPA Members. View membership options >

Energy Providers December 2023

Download the ACXPA Members summary of the key results for the Energy Sector December 2023 Call Centre Rankings Report.

The summary data includes the following data for three random Energy Providers we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Energy Providers that purchase the Contact Centre CX Benchmarking service will see the data for ALL the Energy Providers we assessed, plus additional insights and call recordings for their energy business.

• Download other monthly reports >
• View the Energy Sector YTD Data and Monthly reports >

   This download is only available for ACXPA Members. Learn more >

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 >

Australian Energy Retailers July 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Energy Sector July 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 >

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 >

Australian Energy Retailers Q2 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Energy Sector Q2 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 >

Australian Energy Retailers Q1 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Energy Sector Q1 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 >

Australian Energy Retailers Q3 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Energy Sector Q3 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 Energy Retailers 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 >

Employee Turnover Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Turnover rate enables you to track performance and identify potential challenges and opportunities within your business. 

The Employee Turnover Rate Calculator to determine your turnover rate by 3,6,9, and 12 months. it also contains a new hire turnover rate calculator as well as enabling you to calculate an overall, and by department turnover rate.

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

Read the Employee Turnover glossary term >

The Employee Turnover Rate Calculator is free to download!  ACXPA provides a range of exclusive resources to help businesses elevate their customer experience. Discover which membership is right for you >

Employee Attrition Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Attrition Rate can provide you with powerful insights that enable you to make informed decisions on whether the attrition rate is appropriate for your business and where needed, to take corrective actions. 

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Attrition, including a definition, common FAQs, leading causes and industry data for attrition in contact centres in Australia?

Learn more Employee Attrition >

P.S You may also be interested in the Employee Replacement Cost Calculator or the  Employee Turnover Rate Calculator 

The Employee Attrition Rate Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >

Employee Replacement Cost Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

But how much does it actually cost in hard numbers?

Whether you are trying to work out the costs for your own business, or you are looking for some supporting data to support an investment in activities to improve your employee engagement, change recruitment processes etc., this employee replacement cost calculator (aka Employee Turnover Cost Calculator) is here to help. 

The calculator is built in Excel and has been designed to be easy to use – just enter the required data and it will calculate the figures for you. 

It includes both direct and indirect costs such as:

• Training costs
• Lost productivity
• Admin support 
• Team Leader/Manager support and lots more! 

The Excel sheet is unlocked to enable you to edit/add/delete data as needed to customise it exactly as you need. 

Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

Learn more about Employee Turnover >

P.S You may also be interested in the Employee Turnover Rate Calculator or Employee Attrition Rate Calculator 

The Employee Replacement Cost Calculator is only available to download for ACXPA individual Members. Learn more >

Press Release Template

Download our Press Release template to ensure your Press Release has the best chance of being published. ACXPA Vendor Members can submit Press Releases for release to the industry for free! Learn more about ACXPA Vendor Memberships > 

This download is only available for ACXPA Subscribers and Members. Discover which membership is right for you >

Australian Call Centre Industry Rankings August 2023

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes the results (by sector) for 48  different metrics, including: 

• Overall CX Rankings
• Accessibility Rankings
• Customer Service Quality Rankings
• Average Wait Time
• Calls Answered percentages
• Navigation times
• Pre-recorded message times
• Number of IVR layers
• Talk Time
• Total Experience 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 sectors >
• View other download options >

Australian Call Centre Industry Sector Rankings April 2024

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the April 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes the results (by sector) for 48  different metrics, including: 

• Overall CX Rankings
• Accessibility Rankings
• Customer Service Quality Rankings
• Average Wait Time
• Calls Answered percentages
• Navigation times
• Pre-recorded message times
• Number of IVR layers
• Talk Time
• Total Experience 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 sectors >
• View other download options >

Australian Call Centre Industry Sector Rankings September 2024

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the September 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes the results (by sector) for 48  different metrics, including: 

• Overall CX Rankings
• Accessibility Rankings
• Customer Service Quality Rankings
• Average Wait Time
• Calls Answered percentages
• Navigation times
• Pre-recorded message times
• Number of IVR layers
• Talk Time
• Total Experience 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 sectors >
• View other download options >

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 monthly industry sector data includes the results (by sector) for 48  different metrics, including: 

• Overall CX Rankings
• Accessibility Rankings
• Customer Service Quality Rankings
• Average Wait Time
• Calls Answered percentages
• Navigation times
• Pre-recorded message times
• Number of IVR layers
• Talk Time
• Total Experience 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 sectors >
• View other download options >

Australian Call Centre Rankings by Industry Sectors Q1 2024

   This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q1 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

• Overall Rankings
• Quality Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Quality Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Australian Call Centre Rankings by Industry Sectors Q2 2024

   This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q2 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

• Overall Rankings
• Quality Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Quality Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Australian Call Centre Rankings by Industry Sectors Q4 2023

   This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q4 2023 that assessed the performance of call centres across six industry sectors in Australia.

The summary data includes the following by industry sector:

• Overall performance scores
• Quality Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Quality Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Australian Call Centre Rankings by Industry Sectors Q3 2024

   This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q3 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

• Overall CX Rankings
• Agent Mastery Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Agent Mastery Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Internet Providers August 2023

Download a summary of the key results for the Internet Providers August 2023 Call Centre Rankings Report.

The summary data includes the following data for four random Internet Providers we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.

• View other available monthly reports >
• View the public reports and how we assess the performance >

   This download is only available for ACXPA Members. Learn more >

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 >

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 >

Australian Internet Providers December 2023

Download the ACXPA Members Summary Report for the Internet Providers Sector December 2023 Call Centre Rankings.

This report contains summary performance data for three random Internet Providers we assessed, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Sector Summary scores for each of the five Quality competencies
• The scores for each of the four behaviours of the ‘Engage’ Quality Competency
• Sector Summary scores for each of the five Accessibility competencies 

This report contains data for three Internet Providers only.

To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate. 

• View other Internet Provider reports to download >
• View the published monthly reports for Australian Internet Providers and YTD trend data >

   This download is only available for ACXPA Members. Learn more >

Internet Retailers Q2 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q2 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 >

Internet Retailers Q3 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q3 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 >

Internet Retailers Q1 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q1 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 >

Contact Centre Team Leader Job Description

Often the importance of developing a really good Contact Centre Team Leader Job Description is an afterthought for many small to medium-sized organisations, which can make recruiting the best candidates challenging, risky and troublesome.

While for many large or enterprise-sized organisations, job descriptions written by the Human Resources and/or Legal Departments can tend to focus much more on the legal safeguards to protect the organisation, rather than getting the best candidate for your Contact Centre Team Leader role.

When you create a Contact Centre Team Leader job description (or any job description for any other role) you need to find the right balance in outlining the role and responsibilities of the position without giving someone the feeling they need to get legal advice before applying for the job!

You need to remember that not only are you looking for the best candidate for you, but job hunters are also looking for the best fit for themselves too.

With this in mind, you want your job description to be seen as part of the advertisement to help prospective candidates get a good feel for your company, and an understanding if they are a good fit for your company.

So, don’t be afraid of creating a more detailed job description that clearly describes the roles and responsibilities of the role to attract and recruit the most highly qualified candidates that would love to work with your company.

You also want to ensure that job expectations are established and met later on when you hire the right candidate. So, a clear understanding of what the requirements of the position are also builds the framework for new Team Leaders to work more efficiently and effectively.

It also establishes the parameters of evaluating performance and supports greater accountability when it comes to performance reviews.

The vaguer or loosely a job description is written, the more likely it can be open to interpretation, which can cause unnecessary and/or costly interactions – specifically if you need to address poor performance or termination issues.

Well written job descriptions establish a solid set of expectations that prospective employees understand are required of them, and on how their performance will be measured.

This alone is why getting sign off from the Human Resources and Legal teams is critical.

And although in most jurisdictions job descriptions aren’t legally binding unlike an employment contract, they can still be really helpful in protecting the company if any litigation arises!

Not to mention, establishing an employee’s status with respect to any applicable laws regarding their employment status (permanent, contracted, casual or part time) and associated wages and entitlements.

Areas to include in your Call Centre Team Leader Job Description

You need to accurately outline the duties and responsibilities of the position and at the start specify:

• Job Title
• Reporting Lines – direct and indirect
• Role’s Purpose – explain the importance of the position and its value to the organisation
• Duties and Responsibilities – accurately explain the general and specific responsibilities
• List the main KPIs that will be required to be met
• Required Qualifications – identify particular skills or abilities that are necessary
• Preferred Qualifications – good to have but not critical
• Working conditions – outline specific operating hours and environment

KPIs & Industry Information for Contact Centre Team Leaders

Setting the right KPIs for your contact centre Team Leaders is, of course, a critical part of the Job Description but working out the right KPIs can be a little tricky.

The good news is we’ve already got an article you can read that provides guidance on how to set the right KPIs for Contact Centre Team Leaders > and you can access the latest industry information about the Contact Centre Team Leader role, common KPIs, salaries and more on our Contact Centre Team Leader glossary term >

Team Leader Job Description Example

Below is just a sample of what is included in the template. 

Team Leader Job Description, Duty Statement, KPI & Procedures

<Your Company Name> requires its Team Leaders to have and demonstrate the following attributes that meet with the company’s direction, core values, and expectations of fulfilling this role:

1. They will be required to demonstrate by their actions they are a person of integrity and have strength in character.
2. They must be able to demonstrate leadership of character that enables others to follow.
3. They must be able to demonstrate that their professional and personal ethics are without question to earn the respect of their team and work associates.
4. They will be expected to have and demonstrate emotional intelligence in their leadership style when dealing with others and their concerns.
5. They will be expected to have and demonstrate a commitment to their role, the company and its’ employees that is reflective in the way they are able to inspire and attract people.

As a Team Leader, you will also be expected to either possess or develop the following skills:

• A minimum of <X>years as a Team Leader or similar role that meets evidence of proven capacity to meet all daily expectations and quotas for productivity outputs or the ability to rapidly acquire these skills.
• Proven ability and a demonstrated understanding of performance monitoring and coaching individuals.
• Assist in the service delivery and administration coordination of activities of the Call Centre with related activities of other departments, as required, to ensure efficiency and economy.

There is a minimum probation period of three months of probation, and at the end of this period a performance review will be conducted to assess the ongoing development, extension of probation period and continuity of filling the position.

The Team Leader will be offered the following support during their first three months probation:

• Coaching or Training as determined by the Call Centre Manager or nominated delegate
• Weekly briefing with the Call Centre Manager or nominated delegate

The Team Leader will be paid a remuneration of <outline pay plan and include any bonus/commissions structure>.

Download the Contact Centre Team Leader Job Description

This resource is only available for ACXPA Individual Members. Learn more >

Contact Centre Manager Job Description 

The modern contact centre manager is responsible for an ever-increasing amount of functions, outcomes, KPIs and more so this contact centre manager job description acts as a great starting template to develop a job description that is suitable for your business. It includes the following sections:

• Position Purpose
• Technical Accountabilities
• People Accountabilities 
• Scheduling Accountabilities
• Required Skills and Experience

The template is available in Microsoft Word making it easy to edit to suit your specific requirements. The Contact Centre Managers Job Description template is free to download for all ACXPA Members. 

This resource is only available for ACXPA Individual Members. Learn more >

Download the slides used in the ACXPA Member Bite session on IVR Best Practices with Nadine Power.

  This download is only available for ACXPA Members. View membership options >

Customer Service Resume Template

Download the free Customer Service Resume Template to help you secure your next role in customer service, call centres etc. The download is in Microsoft Word so you are free to edit and customise with your specific information. 

Just replace the sections with a yellow background with your specific information and add/delete further information as required. 

On behalf of ACXPA, we wish you well in your application no matter what part of the world you are in! 

And if you’d like to say thanks, a positive review on the ACXPA Facebook page would be very much appreciated 🙏

This resource is free to download! 

To download all our content, you must be a Subscriber or Member. Learn more >

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 >

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 >

Australian TAFEs April 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector April 2024 Call Centre Rankings.

This report contains summary data for three random TAFEs/Education Providers 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/Education Providers and YTD trend data >

TAFEs November 2023

Download the ACXPA Members summary of the TAFE Sector November 2023 Call Centre Rankings Report.

The summary data includes the following data for three random TAFEs we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Sector Summary scores for each of the five Quality competencies
• The scores for each of the four behaviours of the ‘Engage’ Quality Competency
• Sector Summary scores for each of the five Accessibility competencies 

To see the data for ALL TAFEs, purchase the Contact Centre CX Benchmarking and you’ll also receive additional insights and call recordings for your TAFE, plus benchmarking data of your TAFE against any five TAFEs you nominate. 

• View other available monthly reports downloads >
• View the public reports each month for Australian TAFEs >

   This download is only available for ACXPA Members. Learn more >

Australian TAFEs & Education Providers Q2 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q2 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three education providers 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 or Education Providers 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 & Education Providers >

Australian TAFEs & Education Providers Q1 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q1 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three education providers 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 or Education Providers 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 & Education Providers >

Australian TAFEs & Education Providers Q3 2024

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q3 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three education providers 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 or Education Providers 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 & Education Providers >

General Knowledge Trivia Workplace Quiz Sample

Download our Workplace Trivia quiz that is ready-made for Team Leaders/Supervisors/Managers to use with their teams to help build engagement and inject a bit of fun into the workplace!

The sample Workplace Quiz contains all the questions and answers ready to use immediately with your team so you can see just how easy it is to build some employee engagement within your team:)

ACXPA Members can access a new quiz every month! Learn more >

General Trivia Workplace Quiz January 2023

Download our Workplace Trivia quiz that is ready-made for Team Leaders/Supervisors/Managers to use with their teams to help build engagement and inject a bit of fun into the workplace!

The General Trivia Workplace Quiz January 2023 contains all the questions and answers ready to use immediately with your team 🙂

This resource is only available for ACXPA Individual Members. Learn more >

General Knowledge Trivia Workplace Quiz June 2024

Download our Workplace Trivia quiz that is ready-made for Team Leaders/Supervisors/Managers to use with their teams to help build engagement and inject a bit of fun into the workplace!

The Workplace Quiz June 2024 contains all the questions and answers ready to use immediately with your team 🙂

The General Knowledge Trivia Quizzes are only available for ACXPA Individual Members. Learn more >

General Knowledge Trivia Workplace Quiz October 2024

Download our Workplace Trivia quiz that is ready-made for Team Leaders/Supervisors/Managers to use with their teams to help build engagement and inject a bit of fun into the workplace!

The Workplace Quiz October 2024 contains all the questions and answers ready to use immediately with your team 🙂

The General Knowledge Trivia Quizzes are only available for ACXPA Individual Members. Learn more >