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:
Four Different Benchmarking Options for Education Providers
We offer four distinct benchmarking options tailored to the education sector. Whether you're looking for broad insights, peer comparisons, or a fully customised analysis, there's a solution to match your goals and budget.
Public Rankings
Our Call Centre Rankings highlight how selected education providers are performing based on real mystery shopping calls.
They’re great for understanding sector-wide performance, but they don’t include your centre’s results unless you’ve been randomly chosen.
View Rankings
Benchmarking PLUS
Receive monthly reports on your own centre’s performance across 80+ metrics—plus confidential comparisons against up to five nominated peers.
Aligned to the Contact Centre CX Standards, it’s the most powerful way to benchmark, track and improve.
Learn More
Private Call Centre Benchmarking
Receive monthly reports on your centre’s performance across 80+ metrics—delivered confidentially without peer comparisons.
Our private service also enables deeper dives—such as compliance checks, custom scenario testing, and alignment to your own operational standards.
All assessments are independently benchmarked against the Contact Centre CX Standards or your bespoke criteria.
Learn More
Call Quality Assessments
Evaluate real customer and sales calls with in-depth feedback on agent behaviours, sales techniques, compliance, and soft skills.
Ideal for organisations looking to complement internal QA programs or fully outsource call evaluations to an independent team, ensuring consistent coaching and compliance oversight.
Learn MoreQuick Comparison at a Glance
Still deciding which benchmarking solution is right for you? Compare each service’s purpose, visibility, and ideal users here.
Scroll horizontally to view all columns →
| Service Choose the right CX benchmarking service for your needs. | Purpose What each service helps you achieve. | Visibility Who can see the results. | Best For Ideal users or scenarios for each service. | Action |
|---|---|---|---|---|
| Public Call Centre Rankings | Education sector performance overview across key performance benchmarks | High-level insights with more available for Susbcribers and Members | Anyone seeking education sector-level trends and insights into the industry leaders | View Rankings |
| Benchmarking PLUS | Monthly insights into your centre vs peers | Private & Confidential | Call Centre Leaders, CX improvement teams, Strategic Leaders | Learn More |
| Private Benchmarking | Monthly insights into your centre’s performance and deeper audit options, custom scenarios & compliance checks | Private & Confidential | Call Centre & CX Leaders, Board Reports, Transformation Projects | Learn More |
| Call Quality Assessments | You send us the recorded calls for agent-level evaluations and coaching insights | Private & Confidential | QA Teams, L&D Managers, Team Leaders, Call Centre Managers | 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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