Call Centre Benchmarking for Australian Internet Retailers
Unlock opportunities to excel in the highly competitive internet retail market with actionable insights into customer service quality and accessibility.
The internet 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, needing technical support, or navigating account issues, their first contact with your team can be the deciding factor in their choice to stay or switch.
ACXPA’s Internet 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 internet retail sector.
What’s included in the Internet Retailer CX Benchmarking Service?
Engaging ACXPA for your internet 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 internet contact centre operations, provide a clear roadmap to enhance customer experience, improve accessibility, and optimise efficiency.
Why Benchmark Your Contact Centre?
In the highly competitive internet market, customer expectations are continuously rising, with service quality and responsiveness playing a critical role in attracting and retaining customers.
The Australian market offers significant opportunities, with 8.8 million active NBN services and 25.31 million internet users in 2024, representing a +1.0% year-on-year growth—an increase of 252,000 users.
Australians are among the world’s most connected populations, with 97% owning a smartphone and 96.4% using it to access the internet.
This high level of digital engagement creates a dynamic and competitive environment where customers demand exceptional service and are quick to switch providers for better value and performance.
In this landscape, benchmarking your customer experience is essential.
It’s not just about understanding where you stand; it’s about uncovering actionable insights to meet rising customer expectations and stay ahead of the competition.
Our benchmarking service evaluates your contact centre’s accessibility, responsiveness, and ability to guide customers effectively, giving you a clear understanding of how your service compares to others in the market.
By simulating new business inquiries—particularly from potential switchers—we provide valuable insights to help you refine your processes and deliver an exceptional customer experience.
As the number of internet users continues to grow and demand for higher-speed plans increases, benchmarking equips your organisation with the tools to capture market share and thrive in an ever-changing industry. It’s the key to gaining a competitive edge in a market where service quality makes all the difference.
With ACXPA’s Contact Centre Benchmarking for Internet 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 internet landscape.
How does it work?
Our mystery shoppers simulate real customer interactions, ensuring unbiased and authentic feedback.
With scenarios tailored to the internet 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 internet retailers call centres in the Australian Call Centre Rankings, published each month.
By purchasing our Internet 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 internet retailer contact centres:
Why Choose ACXPA for Your Internet 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 internet retailer not only meets but exceeds customer expectations.
With an operational understanding of the unique challenges faced by internet 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 internet retail contact centre operations. With extensive experience managing outsourcing services for internet 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 internet sector.
Internet-Specific Insights
Tailored scenarios ensure that benchmarking reflects real-world internet 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.
Ready to Drive Growth and Outperform Competitors?
Choose the option that suits your needs and start optimising your internet 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 internet retailer’s performance, improve customer satisfaction, and give you a competitive edge in the market.
Try our Internet 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 your 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.
