Call Centre Benchmarking for Australian Energy Retailers

Unlock opportunities to excel in the highly competitive energy retail market with actionable insights into customer service quality and accessibility.

Compare your performance against FIVE of your nominated competitors and gain the data you need to stay ahead.

The energy retail market is driven by fierce competition and price-sensitive customers who can easily switch providers.

In this fast-moving landscape, every customer interaction is an opportunity to win new business or retain existing customers.

Whether customers are seeking better rates, enquiring about renewable energy options, or navigating account issues, their first contact with your team can be the deciding factor in their choice to stay or switch.

ACXPA’s Energy Retailer Contact Centre CX Benchmarking Service provides real-world insights by simulating customer experiences through mystery shopping.

We don’t just measure performance—we uncover tangible ways to improve customer interactions, convert more leads, and stand out in a price-sensitive market.

Gain a competitive edge with tailored insights that help you deliver a superior customer experience and secure your place as a leader in the energy retail sector.

Call Centre Benchmarking for Australian Energy Retailers

What’s included in the Energy Retailer CX Benchmarking Service?

Engaging ACXPA for your energy retail contact centre benchmarking needs is simple and hassle-free, allowing you to focus on delivering exceptional sales and service while we handle the analysis.

Our powerful insights, backed by deep expertise in retail energy contact centre operations, provide a clear roadmap to enhance customer experience, improve accessibility, and optimise efficiency.

  • 1. Comparison Data for Agent Mastery

    • Insights into 5 Agent Mastery competencies (e.g., Engage, Discover, Educate, Close, Energy).

    • Evaluation across 18 specific call-handling behaviours, including key sales techniques, to identify where your service excels and uncover opportunities to convert more leads into customers. This detailed analysis helps you pinpoint areas for improvement and maximise sales outcomes.

  • 2. Comparison Data for Accessibility

    • Assessment of 5 Access Categories: SEARCH, DESIGN, EASE, AUDIO, and TIMING, evaluating aspects such as IVR navigation, queue wait times, and hold messaging.

    • Detailed analysis of 48 individual metrics to uncover barriers to customer access and opportunities for improvement.

  • 3. Detailed Insights into Your Business

    Six Mystery Shopping Calls conducted to your business.

    • Full scores for all metrics, including detailed notes and call recordings for each interaction.

  • 4. Competitive Intelligence

    • Aggregate scores for the six calls made to each of your five nominated competitors.

    • Sector-wide average scores, giving you a clear view of how your performance compares to the industry.

  • 5. Actionable Reporting

    • Monthly insights to track performance and identify trends.

    • Quarterly reports with personalised recommendations to help optimise your service and accessibility.

Why Benchmark Your Energy Retailer’s Contact Centre?

In the competitive energy market, customer expectations are rising, and service quality can make or break your ability to attract and retain customers.

Energy customers are increasingly proactive, driven by price sensitivity, sustainability concerns, and ease of switching providers.

According to the Annual Retail Market Report 2023–24, switching rates have risen significantly in key regions, with consumers actively seeking better value and service .

Benchmarking is more than just understanding where you stand—it’s about identifying actionable insights to outpace competitors.

The focus of energy benchmarking lies in simulating new business inquiries, particularly from customers looking to switch providers.

By evaluating your contact centre’s accessibility, responsiveness, and ability to guide customers effectively, you position your organisation to capture a larger share of the growing market for active switchers.

With ACXPA’s Contact Centre Benchmarking for Energy Retailers, you’ll uncover:

• Key service barriers preventing smooth onboarding of new customers.

• Data-driven opportunities to enhance customer satisfaction and loyalty.

• Competitive insights into how you measure up against your top five competitors.

Transform every interaction into an opportunity to win customers, reduce churn, and build a reputation for exceptional service in a rapidly evolving energy landscape.

How does it work?

Our mystery shoppers simulate real customer interactions, ensuring unbiased and authentic feedback.

With scenarios tailored to the energy retail industry, we replicate new business customer enquiries such as customers looking to switch providers—delivering accurate insights into your service delivery.

We use the same rigorous framework employed to rank Australia’s leading energy retailers call centres in the Australian Call Centre Rankings, published each month.

By purchasing our Energy Retailer 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 energy retailer contact centres:

Australian Energy Retailers
Overall CX Leaderboard - Q4 2024
1st:RED ENERGY69.5%
2nd:ENGIE69.4%
3rd:ALINTA61.5%
Lowest:AGL51.3%
Energy Sector AVE60.1%
Industry AVE55.5%

View More Energy insights >

Australian Energy Retailers
Accessibility Leaderboard - Q4 2024
1st:RED ENERGY93.4%
2nd:ENGIE90.8%
3rd:ORIGIN80.1%
Lowest:ENERGY AUSTRALIA52.7%
Energy Sector Average73.8%
Industry Average71.2%

View More Energy insights >

Australian Energy Retailers
Agent Mastery Leaderboard Q4 2024
1st:ALINTA63.6%
2nd:ENGIE60.2%
3rd:RED ENERGY59.3%
Lowest:ORIGIN41.3%
Energy Sector Average54.3%
Industry Average51.5%

View More Energy insights >

Why Choose ACXPA for Your Energy Retailer 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 energy retailer not only meets but exceeds customer expectations.

With a deep operational understanding of the unique challenges faced by energy retailers, our benchmarking doesn’t just measure performance—it drives meaningful improvements.

From navigating complex inquiries to converting new business opportunities, 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.

In addition, our team brings unparalleled insights into energy retail contact centre operations. With extensive experience managing outsourcing services for energy retailers and providing consulting services to evaluate and improve their contact centre operations, we offer a depth of industry knowledge and practical expertise.

This unique combination ensures your benchmarking results are not just data points but a roadmap for actionable improvement tailored to the energy sector.

Energy-Specific Insights

Tailored scenarios ensure that benchmarking reflects real-world energy retailer interactions, uncovering opportunities for growth and improvement.

Comprehensive Data

Gain visibility into customer service quality and accessibility metrics for both your organisation and your competitors.

Action-Oriented Recommendations

Leverage our expertise, resources, and tailored guidance to help you close performance gaps, enhance service quality, and seize new business opportunities.

Simon Blair, General Manager Quality Insights
Simon Blair, ACXPA General Manager - Benchmarking

Ready to Drive Growth and Outperform Competitors?

Choose the option that suits your needs and start optimising your energy retailer 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 energy retailer’s performance, improve customer satisfaction, and give you a competitive edge in the market.

Try our Energy Retailer 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 competitors.

• 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.

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