Australian Call Centre Industry Rankings Q4 2023

Australian Call Centre Rankings Q4 2023

Introduction

There are a lot of misconceptions about call centres in Australia.

From being terrible places to work through to providing horrible customer service plagued by long wait times, poor experiences when speaking to agents, menu options that drive you crazy and so on.

To date, there has been a lack of industry information on the real experiences faced by customers, with the majority of the reports produced by Vendors trying to generate leads and based on customer survey responses (resulting in perceptions more than any solid data) or self-reported data which is unreliable at best.

But there are some great call centres in Australia doing fantastic work, and it’s been a great career for thousands of Australians for decades.

We are already doing a lot to promote the positives of call centre industry, and in August 2023, we commenced publishing the Australian Call Centre Ranking Reports to improve the transparency of the industry performance.

Each month, we conduct a series of mystery shopping calls at random times and days, posing as a real customer, and then we assess the customer experience using 48 different metrics that provide us with three key scores:

  • The Accessibility Score captures how easy it was to connect to a live contact centre agent, including wait times, complexity of IVR Menus, hold experience, etc.
  • The Quality Score measures the experience received during the interaction with the live contact centre agent using the five core competencies from the Australian Contact Centre Quality Standards: Engage, Discover, Educate, Close and Energy.
  • The Overall Score combines the two scores above with proprietary weightings on the competencies that influence the customer experience the most, and it’s this score that is used to determine the overall ranking results.

It’s a warts-and-all report, and sometimes, that data can be quite confronting.

But as an industry, we need to own the good and bad performances.

It’s important to celebrate and recognise the fantastic work our industry delivers daily for millions of Australians – from the small local call centres with a handful of employees to the large call centres with thousands of employees.

And for the call centres not quite delivering to expectations, to ensure they are provided with support, resources and training to help them improve performance for their respective businesses and customers.

Ultimately, there are no excuses for poor call centre performance in 2024.

We are a mature industry with well-defined best practices, tools and resources to help deliver great customer experiences.

If businesses don’t see the value in providing a good customer experience and providing sufficient resources to deliver it, then we as an industry have failed to articulate the benefits of why customer experience really matters at a senior level and equip the call centre managers with the skills they need to manage that internally within their business.

We trust that by providing genuine insights into the performance of the industry and the support, resources and tools to help businesses improve their performance, collectively, we can improve the standards in our industry and deliver improved outcomes for employees working in the industry, the businesses we work in, and for the customers that rely on our expertise.

Justin Tippett CEO of ACXPA

Key Findings from the Australian Call Centre Industry Rankings Q4 2023 Report

In Q4 2023, for each industry sector, we randomly selected a minimum of six different businesses with the key observations including:

  • Energy Retailers were ranked as the best overall sector (61.0%) with Holmesglen TAFE (Vic) at 81.8% and City of Onkaparinga (SA) at 80.9%, the stand-out performers in Q4 2023.
  • Banks were the lowest ranked of the industry sectors for Q4 2023 (44.0%), assessed as the lowest industry sector for three consecutive months.  All Banks were assessed as below industry standard, ranging from Bendigo Bank (33.3%), the lowest result of all call centres in Australia, to NAB (58.2%).
  • The Most Accessible sector (the easiest to connect to a live agent) was the Internet Retailers (73.1%), with the Banks the most difficult to connect to a live agent (42.3%) and the only sector to be rated ‘Poor’ as assessed against our Call Centre Quality Standards.
  • Telstra Internet was the most difficult company to access a live agent with an ACCESS score of 13.3%, followed by RACV Insurance with 16.8%.
  • TasTAFE (96.9%) and the City of Onkapringa Council in South Australia (96.1%) were the most accessible call centres in Q4 2023, with low wait times and easy (or no) menus.
  • Only one industry sector, Energy Providers, answered 100% of the mystery shopping calls within our thresholds (10 minutes for sales calls, 15 minutes for customer service calls).
  • Banks failed to answer 39.9% of the calls we made within our 10-minute threshold, with Bendigo Bank the worst offender, failing to answer 66% of the calls we made throughout Q4 within 10 minutes, representing lost sales opportunities and brand/reputation damage.
  • The best customer service (Quality) was delivered by the councils (67.1%), with car insurance providers (49.6%) being the poorest. Holmesglen TAFE in Victoria (88.1%) and the City of Casey Council in Victoria (84.2%) were the two stand-out performers for quality customer experiences.
  • Budget Direct (30%), AAMI (39.1%) and Dodo Internet (40.2%) were the lowest-ranked contact centres in Australia for Quality.
  • Average Wait Times across the industry were 02:31 minutes, with the shortest wait times delivered by the Car Insurance Providers (00:55 minutes), and the longest wait times were the Banks (04:23 minutes).
  • The shortest wait times in Australia for Q4 were awarded to Energy Australia and RAC Car Insurance with an average wait time of just 00:03 minutes, followed closely by Budget Direct at 00:04 minutes and iiNet at 00:07 minutes.
  • The longest wait times in Australia for Q4 2023 were the City of Casey, Victoria (12:33 minutes), City of Stirling, Western Australia (07:08 minutes) and ANZ Bank (07:37 minutes).
  • The time it takes to navigate the menu options (i.e. press 1 for this, press 2 for that) was the shortest in the Councils (00:10 minutes) and the longest in the Banks (00:49 seconds). CBA (01:31 minutes) and AGL (01:23 minutes) had menus that took the longest to navigate.
  • In addition to the menu navigation time, customers are also often forced to listen to recorded announcements before they get to speak to a live person. The sector with the shortest forced messages was the Internet Providers (00:10 minutes), with the Car Insurance Providers the longest, forcing customers to listen to an average of 00:57 minutes of recorded messages before talking to a live agent. RACV was the worst in Australia, forcing customers to listen to 02:22 minutes of messaging, followed by AGL (01:59 minutes) and CBA (01:19 minutes).
  • Regarding the number of IVR layers (how many layers of press 1 for this, press 2 for that), the Banks had the most, with an average of 3.2 layers, compared to the Councils, with the lowest at 0.6.
  • Of the 43 call centres we assessed in Q4 2023, only five call centres had no IVR (11.6%), with Westpac (4.3), CBA (3.7) and Alinta Energy (3.7) having the most number of menu layers.
Australian Call Centre Industry Rankings Q4 2023 by Sector
Australian Call Centre Industry Sector Rankings Q4 2023

How to Access All the Report Information:

Our goal is to share data that will help improve the visibility of the call centre industry’s performance, and this report is packed full of free information.

Of course, we provide additional data and insights for our Members, which, in turn, helps us cover the costs of producing the reports and with annual memberships from as low as $35 per employee, we think we provide some great value!

Scroll through the report below or use the links below to jump directly to a specific section.

Leading Call Centres in Australia

Key Results by Industry Sector

Leading Call Centres by Industry Sector

Most Accessible by Industry Sector

Best Quality by Industry Sector

Quality Competencies by Industry Sector

Best Wait Times by Industry Sector

Calls Answered by Industry Sector

Menu Navigation Times by Industry Sector 

Average Talk Time by Industry Sector

Download Report (ACXPA Members only)

Call Centre Rankings Key:

POOR

BELOW STANDARD

MEETS STANDARDS

EXCEEDS STANDARD

OUTSTANDING

Leading Call Centres in Australia Q4 2023

In Q4 2023, we assessed over 40 call centres across six industry sectors to determine the best call centres in Australia.

Each call we make is assessed against 48 individual performance elements aligned to the Australian Call Centre Quality Standards to produce the Call Centre Rankings reports, and based on data for Q4 2023, the leaders for the four key metrics are listed below.

For each metric, we display the top three call centres, as well as the lowest-ranked call centre, to illustrate the gap between the leaders and laggards in each metric.

Congratulations to the call centres below, which have been assessed as the best in Australia for each of the four key metrics.

Best Overall Q4 2023
Australian Call Centre Rankings
1st:Holmesglen TAFE (TAFE/Education)81.8%
2nd:Onkaparinga Council (Councils)80.9%
3rd:Brisbane City Council (Councils)78.0%
Lowest:City of Casey (Councils)25.0%
Industry AVE56.0%

The Overall Score is determined by how easy it was to connect to a live agent, including wait times, menu navigation ease, etc., and the quality of the live interaction with the contact centre agent (which is weighted higher). 

Most Accessible Q4 2023
Australian Call Centre Rankings
1st:TasTAFE (TAFE/Education)96.9%
2nd:Onkaparinga Council (Councils)96.1%
3rd:RAC Insurance (Car Insurance)92.0%
Lowest:Telstra Internet (Internet Retailers)13.3%
Industry AVE65.1%

The Accessibility score is determined by how easy it was to connect to a live contact centre agent, including wait time, menu navigation, hold experience, etc.

Scores are calculated for five different competencies, including Search, Design, Ease, Audio and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc.)

Best Quality Q4 2023
Australian Call Centre Rankings
1st:Holmesglen TAFE (TAFE/Education)88.1%
2nd:City of Casey (Councils)84.2%
3rd:YOUI (Car Insurance)75.3%
Lowest:Budget Direct (Car Insurance)30.0%
Industry AVE57.5%

The Quality Score measures the customer service of the interaction with the live contact centre agent that is applicable to any sector, product or service. We assess the quality across five core competencies and 18 individual elements, including Engage, Discover, Educate, Close and Energy.

Best Wait Times Q4 2023
Australian Call Centre Rankings
1st:Energy AUS* (Energy Retailers)00:03
2nd:RAC Insurance* (Car Insurance)00:03
3rd:Budget Direct* (Car Insurance)00:04
Longest:City of Casey (Councils)12:33
Industry AVE02:31

*More than one business achieved the same result in this sector.

The Average Wait Time is calculated from AFTER the customer has navigated all the menu options and listened to any forced recordings up until the moment the call is answered by a live agent.  Additional data for total call duration, average talk time, menu navigation time, etc, is available as part of our Contact Centre CX Benchmarking program

Key Results by Industry Sector for Q4 2023

Each month, we assess the performance of the Australian Contact Centre industry divided into six industry sectors:

  • Banks
  • Car Insurance
  • Councils
  • Energy Providers
  • Internet Providers
  • TAFEs

Of course, there are more sectors in the industry, with call centres supporting just about every business sector in Australia!

With more support from sponsors and industry bodies, we hope to add additional sectors in the coming future.

For now, the tables below rank the various industry sectors we assessed across four key metrics to illustrate how different sectors are performing.

For each industry sector, we test a minimum of six different businesses.

Best Overall by Sector
Q4 2023
1. Energy Retailers61.0%
2. TAFE/Education59.7%
3. Councils59.1%
4. Internet Retailers57.5%
5. Car Insurance54.2%
6. Banks44.0%
Industry AVE56.0%

The Overall Score is determined by how easy it was to connect to a live agent, including wait times, menu navigation ease, etc., and the quality of the live interaction with the contact centre agent (which is weighted higher). 

Best Access by Sector
Q4 2023
1. Internet Retailers73.1%
2. TAFE/Education71.6%
3. Councils68.3%
4. Energy Retailers67.7%
5. Car Insurance66.7%
6. Banks42.3%
Industry AVE65.1%

The Accessibility score is determined by how easy it was to connect to a live contact centre agent, including wait time, menu navigation, hold experience, etc.

Scores are calculated for five different competencies, including Search, Design, Ease, Audio and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc.)

Best Quality by Sector
Q4 2023
1. Councils67.1%
2. TAFE/Education59.5%
3. Internet Retailers57.9%
4. Energy Retailers57.7%
5. Banks52.8%
6. Car Insurance49.6%
Industry AVE57.5%

The Quality Score measures the customer service of the interaction with the live contact centre agent that is applicable to any sector, product or service. We assess the quality across five core competencies and 18 individual elements, including Engage, Discover, Educate, Close and Energy.

Best Wait Times by Sector
Q4 2023
1. Car Insurance00:55
2. Energy Retailers01:03
3. Internet Retailers02:10
4. TAFE/Education02:16
5. Councils04:16
6. Banks04:23
Industry AVE02:31

The Average Wait Time is calculated from AFTER the customer has navigated all the menu options and listened to any forced recordings up until the moment the call is answered by a live agent.  Additional data for total call duration, average talk time, menu navigation time, etc, is available as part of our Contact Centre CX Benchmarking program

Leading Call Centres by Industry Sector (Q4 2023)

The Overall Score is a weighted score based on a combination of the Accessibility Score (how easy it was to connect to a live agent) and the Quality Score (the experience when interacting with a live agent) – weighted higher for quality. 

For each industry sector, we assess a minimum of six different businesses and display the top three and the lowest score to highlight the disparity between the leaders and laggards.

Additional information about the performance of each industry sector is available in the sector reports – links at the bottom of the page.

Congratulations to the businesses below that are the respective leaders in the industry sector.

Australian Banks
Q4 2023 Best Overall
1st:NAB60.1%
2nd:ING46.1%
3rd:Westpac45.3%
Lowest:Bendigo Bank27.3%
Industry AVE56.0%

View All Banking Data >

Car Insurance Providers
Q4 2023 Best Overall
1st:YOUI77.1%
2nd:RAC Insurance61.6%
3rd:NRMA58.7%
Lowest:AAMI39.0%
Industry AVE56.0%

View All Car Insurance Data >

Australian Councils
Q4 2023 Best Overall
1st:Onkaparinga Council80.9%
2nd:Brisbane City Council78.0%
3rd:Frankston City Council63.3%
Lowest:City of Casey25.0%
Industry AVE56.0%

View All Council Data >

Energy Retailers
Q4 2023 Best Overall
1st:Energy AUS73.4%
2nd:ENGIE70.3%
3rd:Red Energy66.4%
Lowest:Alinta Energy46.8%
Industry AVE56.0%

View All Energy Retailers Data >

Internet Retailers
Q4 2023 Best Overall
1st:iiNET69.7%
2nd:Aussie Broadband65.6%
3rd:Optus Internet61.5%
Lowest:Telstra Internet32.3%
Industry AVE56.0%

View All Internet Retailers Data >

TAFEs/Education
Q4 2023 Best Overall
1st:Holmesglen TAFE81.8%
2nd:TasTAFE69.0%
3rd:TAFE NSW65.8%
Lowest:TAFE QLD38.9%
Industry AVE56.0%

View All TAFEs/Education Data >

Most Accessible by Industry Sector (Q4 2023)

The Accessibility Score measures how easily a customer can connect to a live agent. Our assessment includes 30 individual elements, including average wait times, ease of menu navigation, time forced to listen to recorded messages and lots more! 

When customers are attempting to contact a business and want to connect to a live person, the Accessibility score is a reflection of how easy that process was.

From how easy it was to find the phone number, how easy the menu navigation was, how long the customer was forced to listen to pre-recorded messages, and, of course, how long they had to wait on hold before they could speak to a live person.

Below we have ranked the top three for each industry sector, along with the lowest score, to illustrate the disparity between the leaders and the laggards.

Congratulations to the businesses below that are the leaders in the respective industry sectors.

Australian Banks
Q4 2023 Best Access
1st:NAB66.9%
2nd:ING51.8%
3rd:Bendigo Bank37.1%
Lowest:CBA30.6%
Industry AVE65.1%

View All Banking Data >

Car Insurance Providers
Q4 2023 Best Access
1st:RAC Insurance92.0%
2nd:Allianz84.2%
3rd:YOUI81.3%
Lowest:RACV Insurance16.8%
Industry AVE65.1%

View All Car Insurance Data >

Australian Councils
Q4 2023 Best Access
1st:Onkaparinga Council96.1%
2nd:Brisbane City Council91.0%
3rd:Monash Council86.9%
Lowest:City of Casey19.6%
Industry AVE65.1%

View All Council Data >

Energy Retailers
Q4 2023 Best Access
1st:ENGIE85.8%
2nd:Red Energy83.9%
3rd:Origin Energy79.8%
Lowest:AGL Energy37.1%
Industry AVE65.1%

View All Energy Retailers Data >

Internet Retailers
Q4 2023 Best Access
1st:Dodo Internet90.5%
2nd:iiNET90.0%
3rd:Aussie Broadband88.6%
Lowest:Telstra Internet13.3%
Industry AVE65.1%

View All Internet Retailers Data >

TAFEs/Education
Q4 2023 Best Access
1st:TasTAFE96.9%
2nd:Holmesglen TAFE79.8%
3rd:TAFE NSW73.7%
Lowest:TAFE WA52.9%
Industry AVE65.1%

View All TAFEs/Education Data >

Best Quality by Industry Sector (Q4 2023)

The Quality Score measures the experience a customer has when interacting with a contact centre agent for either a customer service or sales call. Quality is assessed across five core competencies and 18 call-handling behaviours of the Australian Call Centre Quality Standards

Regardless of how easy it was to connect to a live agent, the interaction between the customer and the call centre agent significantly impacts customer satisfaction.

We assess the quality of that interaction across five different quality competencies (refer to the section below), and the overall quality score is the culmination of those results.

Our research has shown that our quality scores directly correlate to better outcomes for the customer and the business and apply to any customer interaction, regardless of the products, service, industry sector, size of the call centre, etc.

Of course, many call centres will (and should) have their own quality standards, compliance standards, quality assessment frameworks, etc and we encourage (and teach) call centres on how to design their own standards that deliver quality aligned to their business objectives.

The Australian Call Centre Quality Standards measure quality across five core competencies and 18 call-handling behaviours. 

This enables contact centres to hone in on particular areas that require additional training and coaching to improve the customer experience and, in turn, their business outcomes.

The five core quality competencies are: Engage, Discover, Educate, Close and Energy, with industry sector results for each competency available in the section below.

Australian Banks
Q4 2023 Best Quality
1st:Westpac58.8%
2nd:NAB57.1%
3rd:CBA56.7%
Lowest:Bendigo Bank42.1%
Industry AVE57.5%

View All Banking Data >

Car Insurance Providers
Q4 2023 Best Quality
1st:YOUI75.3%
2nd:RACV Insurance55.9%
3rd:NRMA55.6%
Lowest:Budget Direct30.0%
Industry AVE57.5%

View All Car Insurance Data >

Australian Councils
Q4 2023 Best Quality
1st:City of Casey84.2%
2nd:Onkaparinga Council72.5%
3rd:Brisbane City Council72.4%
Lowest:Monash Council52.4%
Industry AVE57.5%

View All Council Data >

Energy Retailers
Q4 2023 Best Quality
1st:Energy AUS72.6%
2nd:ENGIE63.7%
3rd:Red Energy58.8%
Lowest:Alinta Energy47.9%
Industry AVE57.5%

View All Energy Retailers Data >

Internet Retailers
Q4 2023 Best Quality
1st:Telstra Internet75.0%
2nd:iiNET61.0%
3rd:Aussie Broadband59.2%
Lowest:Dodo Internet40.2%
Industry AVE57.5%

View All Internet Retailers Data >

TAFEs/Education
Q4 2023 Best Quality
1st:Holmesglen TAFE88.1%
2nd:TAFE NSW62.4%
3rd:TAFE SA61.0%
Lowest:TAFE WA41.0%
Industry AVE57.5%

View All TAFEs/Education Data >

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Quality Competencies by Industry Sector (Q4 2023)

The information below contains additional insights into the performance of the contact centres by industry sector as assessed against the five core competencies of the Australian Contact Centre Quality Standards.

The five competencies directly correlate to better outcomes for the customer and the business and are applicable to any customer interaction, regardless of the products, service, industry sector, size of the call centre, etc.

ENGAGE ❤️

Build a strong first impression and build trust by taking ownership, personalising and revealing how you will help satisfy the customer’s needs.

Engage Competency
By Sector (Q4 2023)
1. Energy Retailers49.1%
2. Car Insurance47.6%
3. Internet Retailers44.4%
4. TAFE/Education37.5%
5. Banks35.2%
6. Councils32.4%
Industry AVE41.0%

View the Latest Data >

DISCOVER 🔎

Conversation that explores and confirms both what customers need from the call and what they wish to achieve through your products and services.

Discover Competency
By Sector (Q4 2023)
1. Councils82.3%
2. Internet Retailers65.1%
3. TAFE/Education63.3%
4. Energy Retailers51.9%
5. Banks50.6%
6. Car Insurance36.5%
Industry AVE58.3%

View the Latest Data >

EDUCATE 🎓

Fully inform the customer with targeted, relevant information that checks suitability, understanding, commitment and resolution.

Educate Competency
By Sector (Q4 2023)
1. Councils75.3%
2. Internet Retailers63.9%
3. Energy Retailers63.0%
4. TAFE/Education60.9%
5. Banks58.1%
6. Car Insurance47.7%
Industry AVE61.5%

View the Latest Data >

CLOSE 👍

Control the end of the call with a strong final check, expression of gratitude and thanks to create a strong final impression.

Close Competency
By Sector (Q4 2023)
1. Banks66.7%
2. Car Insurance66.3%
3. Energy Retailers60.2%
4. Councils52.6%
5. Internet Retailers50.9%
6. TAFE/Education50.0%
Industry AVE57.9%

View the Latest Data >

ENERGY ⚡️

Energy, empathy, clarity and efficient call management that builds connection and makes it easy for the customer to get what they need.

Energy Competency
By Sector (Q4 2023)
1. Councils87.0%
2. TAFE/Education82.2%
3. Energy Retailers72.2%
4. Internet Retailers70.6%
5. Banks70.4%
6. Car Insurance57.3%
Industry AVE73.2%

View the Latest Data >

Best Wait Times by Industry Sector (Q4 2023)

The Average Wait Time is calculated from the moment the customer completes any menu navigation and is placed into the queue until the moment the call is answered by a live agent. 

The wait time is often the measure that has the highest correlation to customer frustration.

All of our mystery shopping calls are conducted live by our specially trained assessors, and they wait on hold as part of the assessment process, just like a real customer would.

Of course, we can’t just pay our assessors to wait on hold for hours (it would be a very expensive process), so we draw a line in the sand at which we terminate a call based on reasonable thresholds that an average customer would be prepared to wait.

Mystery Shopping calls are terminated if wait times exceed the following:

  • 10:00 minutes (sales-related scenarios where there is an opportunity for new business)
  • 15:00 minutes (customer service/general enquiry-related scenarios).

If we have to terminate the call, we use the maximum wait time to calculate the averages, meaning when wait times exceed the threshold, the actual wait times would be higher than the reported average.

0
Minutes

Industry Average

0
Minutes

Fastest Sector: Car Insurance

0
Minutes

Longest Sector: Banks

Australian Banks
Best Wait Times (Q4 2023)
1st:Westpac00:39
2nd:NAB02:42
3rd:ING04:17
Longest:ANZ07:37
Sector AVE04:23

View All Banking Data >

Car Insurance Providers
Best Wait Times (Q4 2023)
1st:RAC Insurance00:03
2nd:Budget Direct00:04
3rd:YOUI00:17
Longest:RACV Insurance02:23
Sector AVE00:55

View All Car Insurance Data >

Australian Councils
Best Wait Times (Q4 2023)
1st:Onkaparinga Council00:26
2nd:Brisbane City Council01:00
3rd:Frankston City Council01:19
Longest:City of Casey12:33
Sector AVE04:16

View All Council Data >

Energy Retailers
Best Wait Times (Q4 2023)
1st:Energy AUS00:03
2nd:Red Energy00:26
3rd:ENGIE00:28
Longest:AGL Energy02:37
Sector AVE01:03

View All Energy Retailers Data >

Internet Retailers
Best Wait Times (Q4 2023)
1st:Dodo Internet*00:07
2nd:iiNET*00:07
3rd:TPG Internet*00:11
Longest:Telstra Internet07:19
Sector AVE02:10

*More than one business achieved the same result in this sector.

View All Internet Retailers Data >

TAFEs/Education
Best Wait Times (Q4 2023)
1st:TasTAFE00:13
2nd:Holmesglen TAFE00:34
3rd:TAFE NSW01:43
Longest:TAFE QLD04:41
Sector AVE02:16

View All TAFEs/Education Data >

Date Last Updated: 04 Jun 2024

Calls Answered by Industry Sector (Q4 2023)

A key component of assessing a contact centre’s performance relies on connecting to a live contact centre agent.

Unfortunately, just like real customers, we often encounter excessively long wait times and/or technical difficulties that make it impossible for us to get through to a live agent and, therefore, unable to assess their quality.

We mark a call as not answered if wait times exceed the following:

  • Customer Service wait times exceed 15 minutes.
  • Sales calls (new business opportunities) wait times exceed 10 minutes.

A call may also be marked as not answered if there are technical difficulties that prevent us from getting through to a live contact centre agent.

Calls that are not answered are missed opportunities for businesses, especially in sales-related calls.

0
%

Industry Average

0
%

Lead Sector: Energy Providers

0
%

Lowest Sector: Banking

BANKS

63.0%

CAR INSURANCE

95.2%

COUNCILS

80.2%

ENERGY RETAILERS

100%

INTERNET RETAILERS

92.6%

TAFEs

85.2%

Average Talk Time by Sector (Q4 2023)

The Average Call Duration (how long spent on the phone) engaging with a call centre employee.

Please note that faster calls don’t always correlate to better calls; we provide this information for comparative purposes only.

As you’ll often note in the data, even though we are testing the same scenarios, there is often a wide range of times reflecting different processes, different experience levels etc. and as a rule, it is better for the customer and the business if calls are handled more efficiently, without any compromise on quality.

To see the results of the businesses within each sector, please refer to the industry sector reports (links that the bottom of the page).

0
Minutes

Industry Average

0
Minutes

Fastest Sector: Councils

0
Minutes

Longest Sector: Car Insurance

BANKS

05:38 Minutes

CAR INSURANCE

11:25 Minutes

COUNCILS

03:06 Minutes

ENERGY PROVIDERS

07:20 Minutes

INTERNET PROVIDERS

06:30 Minutes

TAFEs

05:55 Minutes

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Q4 2023 National Call Centre Rankings ACXPA Members Download

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Q4 2023 Call Centre Rankings Redacted for Subscribers

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