Why Benchmarking Matters for Education Providers
In the education sector, contact centres do more than answer phones – they shape first impressions, resolve concerns and support critical processes like enrolments and compliance.
Benchmarking helps you understand how your centre performs, where you’re leading or lagging, and how to improve – based on real customer experiences and independent Contact Centre CX Standards.
It also equips you with credible evidence to justify investments, demonstrate accountability, and ensure your service delivery meets the expectations of students and stakeholders alike.
Why Benchmark Your Contact Centre with ACXPA?
The student experience starts long before the first lecture - and your contact centre plays a major role. Here’s why ACXPA is trusted by education providers across Australia to benchmark and improve every interaction.
We’ve been supporting education providers for decades through training, operational improvements, and benchmarking. Our public contact centre rankings began in 2023, building on years of expertise in the sector.
Every benchmark is based on actual customer interactions - not internal opinion or form data, against national standards.
Our assessments simulate student enquiries and test key factors that influence enrolment, conversion and retention.
You'll receive clear, data-driven recommendations to improve performance, justify investment, and outperform peers/competitors.
See Who’s Leading the Way
Each quarter, we highlight the top-performing education contact centres in Australia based on real customer interactions and the ACXPA Contact Centre CX Standards. Here’s how the sector performed most recently:
Six Benchmarking Options for Education Providers
Whether you're looking to compare your contact centre against other education providers, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
1. Education Call Centre Rankings (Public)
Published quarterly on our website, these free public rankings show how selected education providers perform based on mystery shopping assessments aligned to national CX standards.
They provide a useful high-level snapshot – but only a subset of providers are featured, and detailed results are reserved for ACXPA Members.
View Rankings
3. Monthly Snapshot Service*
A low-effort, cost-effective option for education providers wanting a regular temperature check. Includes 6 mystery shopper calls per month, scored against the CX Standards, with a dashboard-style summary.
It’s ideal for tracking consistency, catching issues early, or complementing internal QA efforts.
*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 education sector competitors.
Aligned to the Contact Centre CX Standards, it's designed to help you improve, compete, and lead your sector.
Learn More
5. Private Call Centre Benchmarking
Customisable monthly assessments tailored to your contact centre environment – including accessibility testing, compliance reviews, and bespoke scenarios.
Choose to benchmark against the CX Standards or your own internal KPIs.
Learn More
6. Call Quality Assessments
Submit your own call recordings for independent evaluation across key education sector communication criteria – including clarity, empathy, compliance, and support for vulnerable customers.
Ideal for internal training, agent feedback, or supplementing your QA framework.
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.
Scroll horizontally to view all columns →
| Service Choose the right CX benchmarking service for your needs. | Purpose What each service helps you achieve. | Best For Ideal users or scenarios for each service. | Action |
|---|---|---|---|
| Monthly Snapshot | Quick monthly check-in assessing your call centre against 23 high-level metrics from the Contact Centre CX Standards | Education providers wanting to start contact centre CX tracking, or supplementing their internal QA | Learn More |
| Benchmarking PLUS | Monthly insights comparing your education contact centre to up to ten nominated peers/competitors | Contact Centre & CX Leaders, Strategy, Exec Teams wanting competitive insights that drives improvement | 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 | 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 | 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
Get a taste of our full report for just $697. Discover how your centre performs against your peers and the industry.
Explore Call
Centre Rankings
View high-level sector trends, compare performance of different sectors, view the top industry performers, quarterly trends and more.
Explore the
Standards
View the Contact Centre CX Standards we use to assess every call centre interaction across over 80+ individual metrics.
Still Have Questions?
We’re here to help you find the right benchmarking solution for your needs. Reach out to speak with an expert, call us directly, or book a quick discovery session.
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