Call Centre Benchmarking for Australian Education Providers
Unlock opportunities to excel in the highly competitive education sector with actionable insights into customer service quality and accessibility.
The education sector is increasingly competitive, with students prioritising service quality, responsiveness, and accessibility when selecting providers.
In this dynamic landscape, every interaction with a prospective or current student is an opportunity to build trust, foster loyalty, and set your institution apart.
Whether students are inquiring about courses, seeking admissions guidance, or addressing administrative issues, their first contact with your team can be the deciding factor in their choice of institution.
ACXPA’s Education Provider Contact Centre CX Benchmarking Service provides real-world insights by simulating prospective student experiences through mystery shopping.
We don’t just measure performance—we uncover actionable ways to enhance customer interactions, improve enrolment conversion rates, and deliver an exceptional experience for both students and parents.
Gain a competitive edge with tailored insights that help you stand out as a leader in the education sector, fostering trust and excellence in every interaction.
What’s included in the Education Provider CX Benchmarking Service?
Engaging ACXPA for your education provider contact centre benchmarking needs is simple and hassle-free, allowing you to focus on delivering exceptional support to tertiary or TAFE students while we handle the analysis.
Our powerful insights, backed by deep expertise in education contact centre operations, provide a clear roadmap to enhance the student experience, improve accessibility, and optimise your service delivery.
Why Benchmark Your Contact Centre?
In the highly competitive education sector, students expect exceptional service and seamless support at every stage of their journey, from inquiry to enrolment and beyond.
Meeting these expectations is critical for attracting, retaining, and engaging students in an increasingly dynamic market.
The Australian Education Landscape
• Australia is a global leader in tertiary education, with over 1.5 million higher education students enrolled annually.
• The vocational education and training (VET) sector, including TAFE, serves more than 4 million students each year, emphasising flexible learning and career-focused outcomes.
• A rise in international student enrolments and hybrid learning models has intensified competition among education providers, making service quality a key differentiator.
The Importance of Benchmarking
In this competitive environment, benchmarking your contact centre’s performance is essential.
It’s not just about understanding where you stand—it’s about uncovering actionable insights to improve your student experience and stay ahead of the competition.
ACXPA’s benchmarking service evaluates your contact centre’s:
• Accessibility: Are students able to find and connect with your team easily?
• Responsiveness: How quickly and effectively are student objections being addressed?
• Guidance: Does your team provide clear, helpful advice that supports students’ decision-making?
With ACXPA’s CX Benchmarking for Education Providers, you’ll:
1. Improve Enrolment Conversion Rates
By simulating prospective student inquiries, our service identifies barriers in your onboarding process and opportunities to enhance conversion rates.
2. Enhance the Student Experience
Gain insights into how your contact centre interactions impact students’ perceptions of your institution and their likelihood to enrol or continue.
3. Outperform Competitors
Compare your performance against five nominated competitors to understand where you stand and identify areas to excel.
4. Support Data-Driven Decisions
Actionable insights empower your organisation to make informed decisions that optimise resource allocation and service delivery.
Transform every interaction into an opportunity to win new students, reduce churn, and build a reputation for exceptional service in a rapidly evolving education landscape.
How does it work?
Our mystery shoppers simulate real customer interactions, ensuring unbiased and authentic feedback.
With scenarios tailored to the education sector, we replicate new student enquiries such as customers looking to enrol in a new course or general campus enquiries—delivering accurate insights into your service delivery.
We use the same rigorous framework employed to rank Australia’s leading education providers call centres in the Australian Call Centre Rankings, published each month.
By purchasing our Education Providers 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, convert more leads, and achieve measurable outcomes.
Below are current leaderboards showcasing the top performers in key areas for Australian Education Providers contact centres:
Why Choose ACXPA for Your Benchmarking?
When it comes to benchmarking contact centres, not all services are created equal.
At ACXPA, we combine unmatched expertise, tailored solutions, and actionable insights to ensure your education institution not only meets but exceeds student expectations.
With a deep understanding of the unique challenges faced by tertiary and TAFE providers, our benchmarking doesn’t just measure performance—it drives meaningful improvements.
From addressing prospective student inquiries to supporting current students with clarity and care, our approach is designed to help you optimise your contact centre’s service delivery and operational efficiency.
Unmatched Expertise
Led by Simon Blair, Australia’s leading authority in contact centre benchmarking, with decades of experience refining quality and accessibility measures.
Our team brings unparalleled insights into education contact centre operations. With extensive experience supporting tertiary and TAFE institutions, we provide tailored consulting services to evaluate and improve contact centre performance.
This unique expertise ensures your benchmarking results are more than just data points—they’re a roadmap for actionable improvement tailored to the education sector.
Education-Specific Insights
Tailored scenarios ensure that benchmarking reflects real-world student interactions, from prospective enrolment inquiries to ongoing support, uncovering opportunities to enhance the student experience and drive enrolments.
Comprehensive Data
Gain visibility into customer service quality and accessibility metrics for both your institution and your competitors. Our benchmarking evaluates over 30 individual metrics, giving you a clear understanding of how you measure up in the education sector.
Action-Oriented Recommendations
Every report is packed with insights and practical steps to help you close performance gaps, improve enrolment conversion rates, and strengthen your institution’s reputation for exceptional service.
Partner with ACXPA to deliver measurable improvements that set your contact centre apart in the competitive education landscape. Let us provide the insights and expertise to help you meet and exceed the expectations of today’s tertiary and TAFE students.
Ready to Drive Growth and Outperform Competitors?
Choose the option that suits your needs and start optimising your education contact centre today:
Option 1: Trial Offer
Curious about the impact of actionable benchmarking data? This trial is the perfect opportunity to experience its transformative value firsthand.
Discover how tailored insights can enhance your education call centre’s performance, improve customer satisfaction, and give you a competitive edge in the market.
Try our Education Contact Centre CX Benchmarking Service for a one-time fixed price of $697 (ex. GST).
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 education providers.
• 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.
