ACXPA Quality Insights Service launch

ACXPA Launches Quality Insights Service

Melbourne, Australia – September 19, 2023 – The Australian Customer Experience Professionals Association (ACXPA) has launched a new Quality Insights Service to provide insights into the customer experience delivered by Australian businesses along with a range of resources and training to help businesses improve their service delivery level.

Simon Blair has been appointed as the new General Manager, Quality Insights, with over 30 years of experience in the Australian Contact Centre industry, having led a range of benchmarking, mystery shopping programs and performance insights workshops for some of Australia’s leading companies.

“It’s an exciting appointment for ACXPA with Simon’s experience and insights helping to build services that can help businesses identify areas for improvement, and then provide solutions that can help them improve the experience for the customers and their business,” said Justin Tippett, CEO of ACXPA.

The new Customer Insights service will include:

“I’m excited about the opportunity to help drive the improvement of the customer experience in Australia” said Blair.

“Whilst the current talk is all about AI and technology, the fundamental skills of customer service seem to be in freefall, so we’ll be helping organisations to identify specific areas of weakness and then ensuring they have the resources, training and support they need to deliver an improved level of service. Not only is that great for customers, but delivering a better customer experience is great for businesses leading to increased efficiencies, increased profitability and higher levels of employee engagement and customer retention,” he said.

Call Centre Rankings Report Findings

The first report released on the 19th of September 2023 revealed insights from assessing 36 different contact centres across five different sectors (Banking, Councils, TAFEs, Energy Providers and Internet Providers).

Tippett says “The new report shines the torch on the experience consumers are receiving via the contact centre channel and as an industry, it’s clear that businesses need to invest more in ensuring the contact centre is adequately resourced, and that contact centre employees are equipped with the skills they need to deliver efficient and effective customer experiences”.

Key findings from the August 2023 report:

  • 44% of calls to banks (for sales-related calls) were not answered either due to delays in excess of 10 minutes or due to technical glitches with the answering service/IVR.
  • Banks were rated as the poorest performers of all industry sectors in both accessibility and the quality of the interactions with the contact centre.
  • Internet Providers (60.4%) were rated as providing the best customer service, however, still well short of providing a premium level of customer service.
  • The average time stuck in an IVR (press 1 for this, 2 for that) was 0.43 minutes, which customers are forced to go through before being able to connect to a live agent. Councils (0:20 minutes) offered the fastest navigation with Banks the longest (1:10 minutes) with up to 5 layers of options.
  • The average wait time across the industry was 03:13 minutes with the best sector Internet Providers (0:51 seconds) with banks the longest (4:42 minutes)
  • Energy Providers delivered the best quality over the phone (63.9%) with Banks the poorest (44.7%,) just marginally behind TAFEs (45.9%).

To see more insights from the report, visit: https://acxpa.com.au/call-centre-rankings/australian-call-centre-industry/

About ACXPA

ACXPA helps Australian businesses to elevate their customer experiences via voice, digital and in-person channels by empowering their employees with the skills, industry insights and professional support networks they need to succeed.

ACXPA is backed by leading CX experts from brands including SEEK, Red Energy and Yarra Valley Water. Members have access to live, online monthly symposiums and workshops, a Video Library of expert presentations, in-person networking events, world-class training, downloadable templates, members and suppliers directory, support forums and other practical resources.

CX Roundtables - Upcoming Guest

Live and interactive sessions for customer experience professionals in Australia.

Upcoming CX Roundtable Steven Arnold bw

Contact Centre Manager Roundtables - Upcoming Guest

Live and interactive sessions for contact centre professionals in Australia.

Upcoming Contact Centre Roundtable - Scott Wooden

Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST

The Members Symposium sessions are only available to ACXPA Members! 

ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library. 

Discover which membership is right for you >

Preview of upcoming Symposium Sessions:

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

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