The Q2 2025 Council’s Call Centre Rankings Report Will Be Out Soon!
Keen to see the latest results?
Our Q1 2025 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 Q2 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:
- Average Wait Times: How long customers are left waiting in the queue.
- Percentage of Calls Answered Within 15 Minutes: A critical measure of responsiveness.
- Agent Mastery (Soft Skills): Evaluating the human connection in customer interactions.
- Accessibility: How easy it is for customers to reach a live agent.
- 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.
View the Councils Q3 2024 report >
Data accurate as of May 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) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Available Council Sector Data | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Read the Executive Summary for the Quarterly Council Sector Report High-level overview of the quarterly results - updated quarterly and free to access. | ✔ | ✔ | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| View the Top 3 and Lowest-ranked Councils (5 metrics)* Current Quarter Leaders – Visitors only see one metric (Overall CX). Subscribers and Members see both Top 3 and the lowest-ranked for all 5 key metrics. | – | * | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Access the Members-Only Council Benchmarking Dashboard Explore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| View Individual Council Results in Monthly & Quarterly PDF Reports 24 metrics for 3 real councils plus sector benchmarks. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| High/Low Leaderboards (12 metrics) View the highest and lowest Council sector scores for 12 metrics, updated quarterly. | – | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Access Last 4 Quarterly Council Sector Reports Track 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:
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Ready to Unlock the Full Picture?
- Subscribe now for a free alert when the Q2 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 Q2 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 Q2 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?
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 ReportHigh-level overview updated quarterly and free to access. | ✔ | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| View the Top 3 and Lowest-ranked Councils (5 metrics)*Current Quarter Leaders – Visitors see only the Top 3. Subscribers and Members see both Top 3 and Lowest-ranked. | ✔ | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| Access the Members-Only Council Benchmarking HubExplore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| View Individual Council Results in Monthly & Quarterly PDF ReportsView 24 metrics for 3 real councils plus sector benchmarks. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| High/Low Leaderboards (12 metrics)View the highest and lowest Council sector scores for 12 metrics, updated quarterly. | – | ✔ | ||||||||||||||||||||||||||||||||||||||||||
| 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 council sector specific data above, you can also unlock the following national insights:
| ||||||||||||||||||||||||||||||||||||||||||||
The Q2 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:
- Previous Quarter Councils Sector Reports: Dive into the trends and performance data that drive strategic decision-making.
- Monthly and Quarterly Downloads, YTD and Lifetime Trends: Your Members-Only Council Sector Data Page is your gateway to detailed, actionable insights—anytime you need them.
- Exclusive Discounts on the Council’s CX Benchmarking Service: Unlock the ultimate edge with tailored insights, including full performance data and benchmarking against your chosen competitors.
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 >
