How Australia’s call centres actually perform
Independent rankings built from real calls to real brands, scored against the Australian Contact Centre CX Standards. No vendor funding, no paid placements, no self-reported data.
- 7 sectors assessed
- 48+ metrics per call
- 0 paid placements
Already know what you need? See the national leaders or what membership adds.
Accessibility
How hard it is to reach a human. Menus, hold messages, wait times, callbacks offered, and calls never answered at all.
Agent Mastery
What happens once someone picks up. Listening, resolving, explaining price and process, and whether the customer leaves better informed.
Overall CX
The two combined, scored out of 100. This is the figure the leaderboards below rank on.
Four ways in, depending on what you came for
Most people arrive wanting one of four things: who is winning, how the country is tracking, how their own industry compares, or the written analysis behind it all.
Top performing centres
The highest-scoring centres nationally, ranked across every sector we assess.
View the leaders National performance
How the country is tracking — annual averages by metric, and what has moved year on year.
View national data Compare sectors
Banks against energy, councils against telcos. See where your sector sits and who it is losing to.
Compare sectors Latest quarterly report
The full write-up: findings, commentary and what changed. Free to download.
Get the reportWhere every sector stands right now
Each board ranks one sector on Overall CX — the single combined score out of 100 explained above — across the rolling past three months. Switch tabs to move between the national picture and individual industries.
- Top three
- The strongest performers in that sector for the period.
- Lowest
- Published alongside the leaders. A ranking that only shows winners is a marketing exercise.
- Sector average
- What a customer of this industry typically experiences — usually the more useful number if you work in it.
- Industry average
- All assessed centres nationally, so you can see whether a sector is ahead of or behind the country as a whole.
Each score is colour-coded against the five-band Australian Contact Centre Quality Standards scale, so a number reads as a verdict rather than a percentage:
- Outstanding>91%
- Exceeds76–90%
- Meets61–75%
- Below45–60%
- Poor<45%
This is the summary view. The sector pages below carry the full table, the Accessibility and Agent Mastery results behind each score, wait and talk times, and quarter-on-quarter movement.
Data accurate as of August 2026
67.1% 58.7% 55.3% 28.1%Data accurate as of August 2026
55.3% 54.2% 38.8% 12.0%Data accurate as of August 2026
72.4% 59.0% 56.8% 38.7%Data accurate as of August 2026
65.4% 64.2% 63.6% 30.0%Data accurate as of August 2026
58.8% 48.1% 47.6% 44.3%Data accurate as of August 2026
71.3% 68.9% 60.6% 37.0%Data accurate as of August 2026
65.1% 64.7% 62.1% 50.0%Data accurate as of August 2026
Every sector is judged on the call that matters most to its customers
We do not score every call type. In each industry we assess the enquiry that carries the most weight for the customer making it — which is why the sectors are not directly comparable on raw scores alone.
Aged Care First enquiries from families
Families and carers weighing up care options and availability — the call people make when they are already under strain.
View sector results Banks New product sales calls
Home loans, credit cards and personal banking enquiries from prospective customers ready to buy.
View sector results Car Insurance Quotes and policy comparisons
New policy sales calls: quote requests, comparing cover, and how cleanly a customer gets onboarded.
View sector results Local Councils General ratepayer enquiries
Rates, services and local support — the everyday calls residents cannot take elsewhere.
View sector results Education Providers Prospective student enquiries
Course information, application support and enrolment — calls that decide whether someone signs up or walks.
View sector results Energy Retailers Acquisition and switching calls
Plan switches, new connections and competitive offers in one of the most price-sensitive markets in the country.
View sector results Internet Retailers New service and switching enquiries
Provider switching and new-home connections, where a slow answer usually means the customer has already called someone else.
View sector resultsBe the first benchmarked organisation in your sector
Superannuation, water authorities and home insurance are near the top of the list — but if you are customer-facing, we can benchmark it. In a new sector there is no published average yet, so we baseline you against peers you nominate, scored against the same standards behind every ranking above.
The first organisation to help launch a category receives a substantial discount, in exchange for the real-world data that sets the sector baseline.
Members see the full underlying data for every sector, including metric-level results and historical movement. See what membership includes.
Most contact centre “research” is marketing
Too much of the research in this industry is vendor-led, inflated for a press release, or built on survey logic that would not survive a second look. We do not sell software and we have nothing to upsell you, which is the entire point.
Every call is assessed against the Australian Contact Centre CX Standards — a framework built to measure what customers actually notice: whether they were heard, helped, and treated with respect.
We deliberately avoid enormous sample sizes. Meaningful benchmarking does not need ten thousand calls and a large invoice — it needs the right lens, applied consistently, to brands people recognise. No organisation has ever paid to be included.
The rankings are not the end of the work. They show what good looks like, where the gaps are, and what is achievable for a centre willing to do something about it.
Rankings are updated monthly. Sector coverage and assessment volumes are published with each quarterly report.
Understand the method, or get your own centre measured
The rankings show you the industry. The next question is usually where your own team would land if it were assessed the same way.
How the rankings work
The Australian Contact Centre CX Standards are the framework behind every score — what is measured, how it is weighted, and why. Read it before you argue with a result.
Get your centre ranked
Four ways to be assessed, from a monthly snapshot against your sector average through to a confidential deep-dive on calls you have already recorded. Same standards, same scoring, applied to your team.
The rankings are the public half
Members get the underlying data behind every sector — metric-level results, historical movement, and the hubs and toolkits built from what the assessments keep finding.
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