ACXPA Contact Centre Benchmark
Want to know how your contact centre really compares, without waiting a year?
Add your centre's figures whenever it suits you. See where you sit against centres like yours, on everything from service level and attrition to coaching, AI and pay.
It never closes, it's refreshed every night, and it's run by ACXPA as independent industry data.
Why benchmark here?
It never closes
Submit when it suits you, not in a survey window. Update whenever your numbers move.
Comparisons use the last 12 months, so they're always current.
Independent industry data
ACXPA runs it end to end. It isn't a lead-generation exercise, and it isn't outsourced to anyone who keeps the data.
No vendor names are asked for, anywhere.
Your centre stays anonymous
Your centre's individual data is never revealed, and taking part never puts you on a sales list.
Groups only show once 5 centres are in them.
Being upfront: we're starting from scratch
We're building this from zero. No borrowed data, no padded sample, no annual snapshot.
The first comparisons appear once 5 centres like yours have joined, and every centre that joins makes them sharper. We believe that's the right way to build industry data you can trust.
Join now and you're a founding contributor: you'll be among the first to see results as each group fills.
How it works
- Start any timeAnswer the centre profile, then as much as you measure. It saves as you go, so you can finish over several sittings.
- SubmitWe run automatic checks for impossible values. Anything unusual is checked by ACXPA before it counts.
- See where you sitEach metric shows your figure against the middle half of centres like yours, with a plain-English verdict.
- Update whenever things changeYour previous answers are kept, so you only change what's moved. Members see their trend over time.
Country first, global by design: you're compared with centres in your own country once it has 5, with "all countries" always available. Our early focus is Australia, but centres anywhere can join today.
What do you get back?
Anyone running or working in a contact centre can contribute with a free account. The more you're a part of ACXPA, the deeper you see.
Want to know exactly what happens to your data?
- Your centre's individual data is never revealed to anyone outside ACXPA.
- Comparisons only show for groups of 5 or more centres; pay and workforce demographics need 10.
- Group sizes are shown as bands, never exact counts.
- Combined, anonymised figures feed ACXPA's reports and products.
- Nobody contacts you because you took part. The only emails are the benchmark's own.
- You can delete your centre's data at any time.
Questions
How long does it take?
The centre profile takes about five minutes. The rest depends on how much you measure: answer what you have, and tick "We don't measure this" for the rest.
Do I have to answer everything?
No. Only the centre profile is required. To see a tier's comparisons, answer at least 60% of that tier.
When will I see results?
As soon as 5 centres are in your group. Until then you'll see how many more are needed, and we'll email you the moment your comparisons go live.
Who can't contribute?
Suppliers and vendors, recruitment and labour-hire firms, and consultants submitting for clients. That keeps it independent industry data.
Can I contribute from outside Australia?
Yes. Centres in any country can join today. Comparisons for your country switch on once 5 centres there have taken part.
Ready to see how you compare?
Be one of the founding contributors.
