The Q1 2025 Council’s Call Centre Rankings Report Will Be Out Soon!

Keen to see the latest results?

Our Q4 2024 Council’s Call Centre Benchmarking Report is already empowering Australian Councils to make data-driven decisions, elevate customer experiences, and optimise their operations like never before.

And the insights don’t stop there.

Take Your Insights to the Next Level

The upcoming Q1 2025 Councils Sector Call Centre Rankings will reveal the latest trends and benchmarks, helping your Council strive for better. Subscribers and members receive:

Council sector averages and trends across these five essential metrics:

  1. Average Wait Times: How long customers are left waiting in the queue.
  2. Percentage of Calls Answered Within 15 Minutes: A critical measure of responsiveness.
  3. Agent Mastery (Soft Skills): Evaluating the human connection in customer interactions.
  4. Accessibility: How easy it is for customers to reach a live agent.
  5. Overall Customer Experience (CX) Ranking: The Council’s overall position in the sector.

Subscribe now to receive the latest report as soon as it’s published.

Or, become a member for access to monthly updates, additional metrics, and individual performance insights for three randomly selected Councils each month and quarter.

Want the Ultimate Insights For Your Council?

Our Council’s CX Benchmarking Service delivers unparalleled access to your full call centre performance data and insights into any five councils of your choice.

Overall CX - Leaderboard
Councils: Q1 2025
1st:CITY OF ONKAPARINGA65.7%
2nd:CITY OF STIRLING62.5%
3rd:CITY OF LAUNCESTON62.1%
Lowest:CITY OF CASEY38.5%
Councils Avg58.2%

View the Councils Q3 2024 report >

Data accurate as of April 2025

Compare Your Access: Unlock More Councils Sector Insights with ACXPA

Here’s a quick breakdown of what you can access as a Visitor, Subscriber, or Member.

See how upgrading your access can unlock exclusive benefits, from detailed Councils sector benchmarking insights to training and networking opportunities designed to elevate your success.

Explore the benefits below and take the next step to ensure you’re getting the most out of ACXPA’s industry-leading resources.

Visitor Subscriber (Free) Member (Paid)
Australian Local Government (Council) Sector Data
Read the Executive Summary for the Quarterly Council Sector ReportHigh-level overview updated quarterly and free to access.
View the Top 3 and Lowest-ranked Councils (5 metrics – Quarterly Report)*Visitors see only the Top 3. Subscribers and Members see both Top 3 and Lowest-ranked. *
Access the Members-Only Council Benchmarking HubMonthly trends, CX champions, downloads and more.
View Individual Council Results in Monthly & Quarterly PDF Reports24 metrics for 3 real councils plus sector benchmarks.
Access Last 4 Quarterly Council Sector ReportsTrack sector performance over time.
▶ See What Else You’re Missing (click to expand)
In addition to the sector-specific data above, you can also unlock the following national insights:
National Rankings Access
View Current Quarter Industry Leaders (5 metrics)Top performers across CX, accessibility, and more.
Annual Industry Trends (15 metrics)See how the industry is shifting year to year.
Sector Comparison Trends (5 metrics)Compare sectors quarterly on core CX metrics.
Top Performers (15 metrics)View Leaderboards for the current month, plus rolling 3 & 6 months for powerful real-time insights.
Month-to-Month Industry Trends (15 metrics)Identify shifts and patterns across the industry on a monthly basis.
Enhanced Sector Comparison Trends (13 metrics)Deeper sector insights with longer-range comparisons.
Downloadable Industry Reports (PDF)Monthly & Quarterly PDF downloads to explore more data offline.
High/Low Leaderboards (8 metrics)View the highest and lowest scores updated quarterly for 8 metrics in every sector.
Lifetime Industry Leaderboards (6 metrics)See long-term top performers in core areas.
Additional ACXPA Member Benefits
Access exclusive discounts on our Council Benchmarking ServiceMembers receive a 10% discount on ongoing benchmarking services.
Access Australia’s Most Comprehensive Contact Centre ResourcesIncludes how-to guides, templates, calculators, videos and more.
Discounts to Events & Live TrainingMembers get discounted rates to ACXPA events and CX Skills training.
Ready for full access? Upgrade Now

Ready to Unlock the Full Picture?

  • Subscribe now for a free alert when the Q1 2025 Council Sector Call Centre Rankings are released.
  • Or, take the next step and become an ACXPA Member to instantly access comprehensive insights, exclusive resources, and member-only benefits!

Subscribe Now (free)

The Q1 2025 Council’s Call Centre Rankings Report Will Be Out Soon!

Hi ,

Keen to see the latest results?

As a subscriber, you’re already ahead of the curve, accessing exclusive benchmarking insights to help you make data-driven decisions, enhance customer experiences, and optimise operations.

To ensure you’re notified as soon as the Q1 2025 Councils Sector Data is released, please take a moment to update your email preferences and select ‘Council Alerts.’

But why stop there?

By upgrading to an ACXPA Membership, you unlock a whole new level of benefits, including:

  • Monthly Councils Sector Reports: Get actionable insights every month, not just quarterly.
  • YTD and Lifetime Trends: Access comprehensive, long-term performance data for the Councils sector.
  • Individual Council Insights: See performance data for three randomly selected Councils each month and quarter.
  • Exclusive Discounts: Save up to 25% on live CX Skills Training and 50% on ACXPA events.
  • Networking Tools: Connect with other members in private groups to share strategies and ideas.
  • Self-Paced Training Courses: Access interactive, on-demand training to upskill your team.

Upgrading to membership ensures you’re always one step ahead with the most comprehensive tools and insights available in the industry.

Ready to unlock the full potential of your insights?

👉 Upgrade to Membership Today

Compare Your Access: Unlock More Councils Insights with an ACXPA Membership

Subscriber (Free) Member (Paid)
Council / Local Government Sector Data
Read the Executive Summary for the Quarterly Council Sector ReportOverview of call centre performance for community enquiries.
View the Top 3 and Lowest-ranked Councils (5 metrics – Quarterly Report)Best and lowest ranked councils across key CX measures.
Access the Members-Only Council Benchmarking HubMonthly trends, CX champions, reports and more.
View Individual Council Results in PDF Reports24 metrics across three councils plus sector benchmarking.
Access Last 4 Quarterly Council Sector ReportsTrend data across council contact performance over time.
▶ See What Else You’re Missing (click to expand)
In addition to the sector-specific data above, you can also unlock the following national insights:
National Rankings Access
View Current Quarter Industry Leaders (5 metrics)Top results across CX, wait times, accessibility and more.
Annual Industry Trends (15 metrics)Yearly change tracking across CX and access metrics.
Sector Comparison Trends (5 metrics)Quarterly cross-sector comparison across 5 benchmarks.
Top Performers (15 metrics)Rolling 3 & 6 month leaderboards across all sectors.
Month-to-Month Industry Trends (15 metrics)Monthly metric changes to spot emerging issues and wins.
Enhanced Sector Comparison Trends (13 metrics)Deep dive into sector differences across 13 measures.
Downloadable Industry Reports (PDF)Access monthly and quarterly reports offline as PDFs.
High/Low Leaderboards (8 metrics)Highlighting top and bottom results for each metric.
Lifetime Industry Leaderboards (6 metrics)The most consistent top performers since tracking began.
Additional ACXPA Member Benefits
Access exclusive discounts on our Council Benchmarking ServiceMembers receive 10% off ongoing benchmarking engagements.
Access Australia’s Most Comprehensive Contact Centre ResourcesGuides, templates, calculators, explainer videos and more.
Discounts to Events & Live TrainingSave on CX Skills training sessions and ACXPA industry events.
Ready for full access? Upgrade Now

The Q1 2025 Council’s Call Centre Rankings Report Will Be Out Soon!

Hi ,

Keen to see the latest results?

As a valued ACXPA Member, you have exclusive access to Australia’s most comprehensive Councils sector insights and tools, including:

Stay in the know!

To ensure you never miss an update when new Council sector data is published, make sure Council Alerts are selected in your email preferences >

Hi , as a Business Member, please log into your Individual Membership to access this content.  Not sure how? View the Business Members FAQs >

Hi , as a Vendor Member, please log into your Individual Membership to access this content.  Not sure how? View the Vendor Members FAQs >

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