Call Centre Benchmarking for Australian Councils
Gain Actionable Insights into Customer Service Quality and Accessibility
Optimise your council’s customer service performance and compare your results with any five nominated councils.
With our tailored benchmarking approach and extensive experience working with Australian councils, we provide data-driven insights to help you enhance service delivery, accessibility, and overall efficiency.
Our service not only helps you meet the expectations of your community but also identifies cost-saving opportunities through streamlined operations and improved processes.
In addition to benchmarking against five councils of your choice, you’ll also gain access to council sector-wide data and industry-wide insights, giving you a broader understanding of how your performance compares across the board.
By benchmarking with ACXPA, you’ll gain the tools to deliver better outcomes for both residents and your organisation.
What’s included in the Council CX Benchmarking Service?
Engaging ACXPA for your council’s contact centre benchmarking needs is simple and hassle-free, allowing you to focus on delivering exceptional service while we handle the analysis.
Our powerful insights, backed by deep expertise in council contact centre operations, provide a clear roadmap to enhance customer experience, improve accessibility, and optimise efficiency.
Why Benchmark Your Council’s Contact Centre?
Local councils play a vital role in supporting their communities, managing diverse and complex inquiries related to rates, waste management, permits, and more.
With customer expectations for public services continually increasing, it’s crucial to ensure every interaction meets the highest standards of service and accessibility.
At the same time, optimising your contact centre isn’t just about happier ratepayers—it’s about running a more efficient operation that reduces costs and maximises resources.
ACXPA’s Contact Centre Benchmarking for Councils delivers actionable insights to help your team identify improvement areas, streamline workflows, and provide exceptional service to your residents, all while lowering operational costs through increased efficiency.
How does it work?
Our Australian-based mystery shoppers simulate authentic interactions tailored to local council scenarios, such as:
• Reporting a missed bin collection.
• Enquiring about rates or permits.
• Scheduling a hard rubbish collection.
We provide you with unbiased, real-world feedback using the same rigorous benchmarking framework applied to rank Australian councils, ensuring actionable insights into your contact centre’s strengths and opportunities for improvement.
Below are current leaderboards showcasing the top performers in key areas for Australian Councils:
Why Choose ACXPA for Your Council Benchmarking?
When it comes to benchmarking contact centres, not all services are created equal.
At ACXPA, we bring together unmatched expertise, tailored solutions, and actionable insights to ensure your council delivers exceptional service while optimising operational efficiency.
With our deep understanding of the unique challenges faced by local councils, we provide benchmarking that doesn’t just measure performance—it drives meaningful improvement.
Unmatched Expertise:
Our team combines benchmarking expertise with deep operational knowledge of council contact centres, ensuring you get insights that matter.
Tailored Scenarios:
Scenarios reflect real-world council interactions, ensuring results are highly relevant.
Comprehensive Data:
Compare Agent Mastery skills and Accessibility metrics against peers and industry averages.
Action-Oriented Recommendations:
Leverage our expertise, resources, and tailored guidance to help you close performance gaps, enhance service quality, and improve effeciency.
At ACXPA, we’re not driven by profit but by a genuine commitment to raising the standard of customer service across local councils.
By partnering with us, you’re choosing a service provider that shares your passion for delivering better outcomes for your community while supporting operational excellence.
Ready to Elevate Your Council’s Contact Centre Performance?
Choose the option that suits your needs:
Option 1: Trial Offer
Curious about how powerful benchmarking data can be? This trial is the perfect way to experience the value of actionable insights firsthand and see how they can transform your council’s performance.
Try our Council’s Contact Centre CX Benchmarking Service for a one-time fixed price of $697 (ex. GST).
The trial offer Includes:
- 2 Mystery Shopping Calls to your council.
- Benchmarking against any five councils you nominate (2 calls to each of the five nominated councils).
- 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 other councils and demonstrates the benefits of our comprehensive service (which includes 6 calls to your call centre and each council).
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 council and any five nominated councils.
• 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.
