Call Centre Benchmarking for Australian Banks
Gain actionable insights into customer service quality and accessibility while comparing your performance with FIVE of your nominated competitors.
The banking industry thrives on trust, precision, and efficiency.
With a highly competitive multi-trillion home loan market and increasing customer expectations for seamless service, every interaction matters.
Whether customers are inquiring about new accounts, loans, or services, their first contact with your banking team shapes their perception of your brand and their willingness to choose you over competitors.
Our Banking Contact Centre CX Benchmarking Service is designed to uncover new business opportunities by simulating the customer experience through mystery shopping.
This approach provides actionable data on customer service quality and accessibility, helping your organisation gain an edge in a crowded and competitive market.
What’s included in the Banking CX Benchmarking Service?
How does it work?
Our mystery shoppers simulate real customer interactions, ensuring unbiased and authentic feedback.
With scenarios tailored to the banking industry, we replicate customer inquiries such as opening accounts, loan applications, and exploring financial products—delivering accurate insights into your service delivery.
We use the same rigorous framework employed to rank Australia’s leading banking call centres in the Australian Call Centre Rankings, published each month.
By purchasing our Banking Contact Centre Benchmarking Service, you’ll gain invaluable insights into the precise areas that impact your ranking.
These insights enable you to pinpoint actionable improvements, enhance your customer experience, and achieve measurable outcomes.
Below are current leaderboards showcasing the top performers in key areas for Australian banking contact centres:
Why Choose ACXPA for Your Banking Benchmarking?
Unmatched Expertise
Led by Simon Blair, Australia’s leading authority in contact centre benchmarking, with decades of experience refining quality and accessibility measures.
Banking-Specific Insights
Tailored scenarios ensure that benchmarking reflects real-world banking interactions, uncovering opportunities for growth and improvement.
Comprehensive Data
Gain visibility into Agent Mastery skills and Accessibility metrics for both your organisation and your competitors.
Action-Oriented Recommendations
Leverage our expertise, resources, and tailored guidance to help you close performance gaps, enhance service quality, and seize new business opportunities.
Ready to unlock New Business Opportunities?
Choose the option that suits your needs and start optimising your banking contact centre today:
Option 1: Trial Offer
Experience a slimmed-down version of our Full Subscription to the Banking CX Benchmarking Service for a one-time fixed price of $697 (ex. GST).
This trial provides a comprehensive snapshot of your contact centre’s performance, offering valuable insights across more than 80 metrics of yoour call centre, and any five banks you nominate.
The trial offer Includes:
- 2 Mystery Shopping Calls to your business.
- Benchmarking against 5 of your nominated competitors (2 calls to each of the five nominated competitors).
- A one-hour workshop to reveal your key results, the assessment methodology, and some related industry insights.
This trial is an excellent way to experience the power of benchmarking and uncover actionable insights into your contact centre’s performance. It provides a clear snapshot of how you compare to competitors and demonstrates the benefits of our comprehensive service (which includes 6 calls to your call centre and each competitor).
ACXPA Business Members can access the trial for $497 (save $200!).
Option 2: Full Subscription
Get ongoing insights with our comprehensive benchmarking service, starting at $1,297 per month (ex. GST).
• Includes six monthly Mystery Shopping calls to your business and any five competitors.
• Track trends and receive actionable insights to help you improve your scores.
• Optional quarterly workshop.
• ACXPA Members save an additional 10%.
Option 3: Book a Free Discovery Session
Not sure where to start?
Book a free 30-minute discovery session to discuss your goals and see how we can help you improve your contact centre performance.
Prefer to speak with us directly? Call us at 03 9492 2871 or email insights@acxpa.com.au for more information.
