Why Benchmarking Matters for Banks
In banking, your contact centre plays a frontline role in acquisition, retention and satisfaction — whether it’s helping someone apply for a home loan, resolve a transaction issue, or understand your products. If people can’t get through quickly or don’t get clear answers, you wear it in lost revenue, complaints and churn.
ACXPA benchmarking shows what customers actually experience on real calls and where improvement will have the biggest impact, using independent scoring that leaders can trust.
Our public mystery shopping concentrates on the new accounts and lending journeys so results are comparable across banks. Private programs can include any of the scenarios above plus bespoke cases, compliance reviews or accessibility testing.
Accessibility
How fast and simple it is to reach a person who can help. We assess menus, recordings, time to queue and speed to answer. Faster access protects revenue and reduces frustration — relevant to every centre, no exceptions.
Agent Mastery
How effectively agents handle the conversation: listening, clarifying needs, explaining options, setting next steps and closing confidently. Mastery lifts first-call resolution, sales conversion and customer confidence in any environment.
Together, these apply to every banking contact centre — sales or service, in-house or outsourced — and they’re the fastest levers to move performance.
From Insights to Improvement: The ACXPA Loop
Benchmarking gives clarity. ACXPA turns that clarity into progress — with training, Australia’s leading WFM resources, and a practical community that converts insight into measurable gains.
Independent Benchmarking
Mystery-shopped calls scored against 80+ CX metrics. See where access slows customers down, where conversations stall, and how you compare to real competitors.
Explore BenchmarkingTraining That Builds Mastery
Through CX Skills, lift results with targeted courses in service, sales, WFM and contact centre management — improving both Accessibility and Agent Mastery outcomes.
View TrainingWFM Hub & Resources
Tap Australia’s leading collection of contact centre resources — calculators, playbooks and expert guidance in the WFM Hub.
Explore ResourcesMonthly Roundtables
Live, unscripted sessions with practitioners and experts on what actually works. Anyone can join live; members get the recordings.
Join the Next SessionWhy Benchmark with ACXPA?
Independent methodology, banking-sector depth, and data that stands up in the boardroom. Here’s why our benchmarking is trusted across Australia.
We’ve supported Australian banks for over a decade through CX training, performance reviews and contact centre benchmarking. Rankings launched in 2023 and are backed by real-world insights into financial services.
We assess actual customer calls, not internal scores. You see what customers really face in your menus, queues and conversations.
Use independent results to validate CX investment, secure executive buy-in and track improvements against peers over time.
We pinpoint where access slows customers down and where conversations stall, then link fixes to training and WFM so improvements stick.
See Which Banks Are Leading the Way
Each quarter, ACXPA independently assesses and ranks Australia’s banking contact centres using the national
Contact Centre CX Standards.
These rankings highlight who’s setting the benchmark for customer experience — and provide a transparent, data-driven view of how the sector is performing.
Six Benchmarking Options for Banks
Whether you're looking to compare against other banks, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
1. Bank Call Centre Rankings (Public)
Published quarterly on our website, these free public rankings show how the sector, and randomly selected banks, perform based on mystery shopping assessments aligned to our national Contact Centre CX Standards.
They provide a useful high-level snapshot – but only a subset of banks are included, and detailed results and downloads are exclusive for ACXPA Members.
View Rankings
3. Monthly Snapshot Service*
At just $397 per month, the Snapshot service is a low-effort, cost-effective option for banks wanting a regular temperature check on their contact centre. Includes 6 mystery shopper calls per month, scored against 23 metrics from the Contact Centre CX Standards.
*Available to ACXPA Business Members only
Learn More 4. Benchmarking PLUS
Our most comprehensive solution – receive monthly reports across 80+ CX metrics, with confidential comparisons against up to ten nominated bank competitors.
Learn More 5. Private Call Centre Benchmarking
Customisable monthly assessments tailored to your environment — including accessibility testing, compliance reviews, and bespoke scenarios.
Learn More 6. Call Quality Assessments
Submit your own call recordings for independent evaluation across key banking communication criteria — clarity, empathy, compliance, and vulnerable customer support.
Learn MoreQuick Comparison at a Glance
Ready to compare the paid benchmarking services? Use this quick table to evaluate the purpose, visibility and best use case for each option. Looking for the free public rankings instead? View the Public Rankings here.
| Service | Purpose | Best For | Starts From | Action |
|---|---|---|---|---|
| Monthly Snapshot | Quick monthly check-in assessing your call centre against 23 high-level metrics from the Contact Centre CX Standards. | Banks starting contact centre CX tracking, or supplementing internal QA. | $397 per month | Learn More |
| Benchmarking PLUS | Monthly insights comparing your banking contact centre to up to ten nominated competitors. | Contact Centre & CX Leaders, Strategy, Exec Teams wanting competitive insights that drive improvement. | $903 per month | Learn More |
| Private Call Centre Benchmarking | Tailored mystery shopping with optional compliance reviews, custom KPIs, or accessibility testing. | Contact Centre & CX Leaders and compliance teams wanting deeper, customised insights into call centre and agent performance. | $849 per month | Learn More |
| Call Quality Assessments | Agent-level scoring of your own call recordings with feedback for coaching & QA. | QA teams, Team Leaders, Learning & Development managers wanting agent-level independent insights. | $550 per month | Learn More |
Where to Next?
Whether you're ready to dive deeper or still exploring your options, here are three ways to take the next step.
Purchase a Benchmarking Trial
Trial the Benchmarking PLUS service for just $697. See how your contact centre compares to competitors and national CX Standards.
Learn more > Explore Bank Rankings
See how selected banks are performing, track sector-wide trends, and discover who’s leading the way in CX and contact centre performance.
View Rankings > Customer Service & CX Training Courses
Upskill your contact centre team with expert-led training in phone, digital and face-to-face service. Designed for impact, tailored to your industry.
View Training >Still Have Questions?
We’re here to help you find the right benchmarking solution for your bank. Reach out to speak with an expert, call us directly, or book a discovery session.
Email Us Call Us Book Discovery Call
