Trusted by customer-facing teams in government, utilities, councils, health, finance and retail
“At Yarra Valley Water, continuous improvement is our mantra, and most often, the pathway is via customer feedback. It’s been great to gain insights into best practices and access resources and tools to help our employees deliver better customer experiences.”
— Cameron Preston, Customer Service Team Leader, Yarra Valley Water
What Could Your Team Do Better From Next Week?
Every allocated person gets a full Individual Membership. Business adds the team tools on top, so leaders can diagnose, train, coach and measure in one place.
Know exactly where to focus
6 diagnostics, including the Customer Service Health Check and Contact Centre and CX maturity audits.
Each gives maturity bands and the priority areas to tackle first.
Model any scenario in minutes
20+ calculators: staffing, shrinkage, interval planning, cost per minute, turnover, CLV, ROI and QA sample sizes.
Walk into any meeting with a number you can defend.
Run training next week
Facilitator-ready packs for HEAT de-escalation, Active Listening and Complaints Handling.
Each has a PowerPoint deck, learner workbook and trainer notes.
Make coaching consistent
The Team Leader Coaching Guide, Employee Goal Tracker, GROW and SMART templates and the Agent Performance Matrix.
Coaching quality no longer depends on which team leader you get.
Turn complaints into loyalty
The Complaints Handling Framework, Frontline Guide, Complaints Logging Tool and Escalation Decision Tool.
A complete system, from first contact to resolution.
Respond well, every time
Two AI-powered coaches for every seat: the Customer Response Coach for everyday replies and the Complaints Coach for complaints. Plus job description templates.
Consistent, professional writing without starting from scratch.
Get expert answers, live
26 Open Mic sessions a year with ACXPA CEO Justin Tippett, who has 30+ years in contact centres and CX.
Plus 24 live Roundtables and the Roundtable AI Assistant.
Keep everyone learning
22 self-paced courses with certificates, Member Bytes videos and industry quizzes, for every person.
Plus 25% off CX Skills live courses in customer service, contact centre, WFM and leadership.
Benchmark against the best
The full Australian Call Centre Rankings library for Australian members: monthly, quarterly and sector reports.
Plus 10% off all ACXPA benchmarking services.
All of this is included at every level, for every person you allocate. From $497 ex GST a year for 5 people.
Know Exactly Who to Coach, and Who’s Ready for More
Most teams know their averages. Very few can point at the two people who are quietly carrying the quality score, or the three who are fast but costing you rework.
The Agent Performance Matrix plots every person on quality versus productivity so the whole team sits in one view — and your coaching priorities stop being a matter of opinion.
- See who’s ready for more responsibility
- See who needs coaching, and on what
- See where the team sits as a whole
- Included with Business Membership
What Business Membership Adds
Every person you allocate gets a full Individual Membership. Business adds the team tools an Individual Membership does not include — and the ability to give a seat to everyone who needs one.
| Feature | Individual$197 ex GST/yr | Businessteam tier |
|---|---|---|
| Only with Business MembershipThe team tools and seats an Individual Membership does not include. | ||
| Add your whole team (one membership, a seat each)Business Membership gives every nominated team member their own full member account, managed from one dashboard. Per-person cost drops sharply with team size. | — | ✓ |
| Both AI coaches — every situation and a team poolEvery one of ACXPA’s standard replies in both AI coaches (93 across 23 situations), for email, SMS, letter and in person, plus a shared monthly pool of 50 coached replies per seat. Subscribers get 1 free coached reply; Individual members get 10 a month. | — | ✓ |
| Customer Persona Wizard (interactive)The interactive, step-by-step persona wizard. Subscribers and Individual members can download the PowerPoint persona template; the interactive Wizard requires a Business Membership. | — | ✓ |
| Employee Goal Tracker (Online)Interactive online goal tracker with scheduled check-ins, automated reminders and Excel/PDF export. Individual members get the offline Excel Goal Tracker. | — | ✓ |
| Team Leader Coaching GuideInteractive coaching-conversation builder covering 14 common scenarios with structured preparation. Individual members get the GROW and SMART templates with practical examples. | — | ✓ |
| Induction WizardThe interactive induction builder — generate, save, sync and customise role-specific onboarding plans. A Business Membership asset. | — | ✓ |
| Escalation Policy BuilderBuild your organisation’s complaints escalation policy: who can approve what, and which complaints must always go higher. Stress test it against 19 real-world scenarios and an AI-powered review, then publish it to your team. The Complaints Coach applies it. Individual members can read ACXPA’s recommended policy. | — | ✓ |
| Complaints Logging Tool + Escalation Decision Tool (Excel) | — | ✓ |
| Advanced QA Calculator + QA Sampling BenchmarkThe Advanced QA Calculator (fail-rate fine-tuning, cost-and-time overlay, PDF export, saved setups) and QA Sampling Benchmark (like-for-like comparison against centres in your sector and size band). The free QA Sample Size Calculator is available to everyone. | — | ✓ |
| 3 Ready-to-Deliver Facilitator Training Packs (HEAT, Active Listening, Complaints)Complete facilitator decks with speaker notes, timing guides, scenarios and printable handouts — run de-escalation, active listening and complaints workshops with your team straight away. | — | ✓ |
| Business Continuity Plan template | — | ✓ |
| Business Members Directory listing + 10% off ACXPA Benchmarking & QA servicesA public listing in the ACXPA Business Members Directory — visible to anyone researching suppliers and partners — plus 10% off ACXPA’s Call Centre Benchmarking & QA services. | — | ✓ |
| Included with every membershipEach allocated person gets all of this, in their own account. | ||
| 4 Full Maturity Diagnostics (Customer Service, Contact Centre, CX, Complaints)Full Customer Service Health Check (102-Q + action plan), Contact Centre Maturity Tool (7 weighted domains), CX Maturity Audit (42-Q across 6 pillars with radar chart) and Complaints Handling Maturity Audit (48-Q across 8 dimensions with an action plan). Full results, prioritised focus areas, audit history and PDF export. | ✓ | ✓ |
| 17 Calculators & Simulators (WFM, CX, Workforce Cost)Service Levels & Staffing Simulators, Workload, Advanced Shrinkage, Interval Planner, Outlier Detection, Erlang C, Employee Turnover, Replacement Cost, Employee Cost (fully-loaded), Per Minute Cost, CLV, Customer Lifespan, Churn, NPS, ROI, Retention Rate. | ✓ | ✓ |
| Open Mic with Justin (26 fortnightly LIVE sessions/yr)Member-only fortnightly LIVE sessions with ACXPA CEO Justin Tippett. Ask questions, get advice, talk through challenges — or just chat with someone who’s run centres before. Off-the-record, not recorded. | ✓ | ✓ |
| LIVE CX & Contact Centre Roundtables (24 sessions/yr) + full library12 monthly LIVE CX Roundtables + 12 monthly LIVE Contact Centre Roundtables, practitioner-led and vendor-free. Plus the full searchable library: jump to any keyword, download slides and exec briefs. | ✓ | ✓ |
| Roundtable AI AssistantAsk a question in your own words and get a written answer drawn from the CX and Call Centre Roundtable library — the published session briefs, the key moments and the full transcripts — with the session and timestamp cited behind every point. Covers the roundtables only. | ✓ | ✓ |
| Podcast Premium Layer (exec summaries, transcript search, key moments)You can already listen and watch as a Subscriber. Members additionally unlock executive summaries, full transcript search, and curated key moments across both podcasts. | ✓ | ✓ |
| Complaints Handling Toolkit (HEAT, 7-Step cheat sheet, Active Listening)HEAT Model Cheat Sheet, 7-Step Framework cheat sheet, 9-page Active Listening Pocket Guide, Complaints Page Template and Customer Commitment Sign. | ✓ | ✓ |
| Complaints Handling Framework + Frontline Training GuideThe 11-page ACXPA Complaints Handling Framework and the 32-page Frontline Complaints Handling Training Guide, for training your team on the full complaint process. | — | ✓ |
| Coaching & Goal-Setting (GROW, SMART, practical examples, Goal Tracker Excel)GROW Model + SMART Goals templates with practical contact centre examples, plus the Employee Goal Tracker (Excel). The interactive online Goal Tracker and Team Leader Coaching Guide are Business assets. | ✓ | ✓ |
| 22+ Self-Paced Courses + Member Bytes + One-Minute Refreshers22+ ACXPA self-paced courses with quizzes and certificates, the Member Bytes short-form expert library (searchable transcripts, summaries, slides), and bite-sized One-Minute Refreshers. | ✓ | ✓ |
| Members Directory + Profile + Private Peer GroupsCreate your member profile, appear in the directory, and connect with peers by industry, role, location and expertise. Plus private topic-driven peer groups. | ✓ | ✓ |
| Full Australian Call Centre Rankings Library (Australian members)Monthly Rankings Reports, Quarterly Industry Reports, sector-specific rankings (banks, energy, councils, car insurance, internet, education, aged care) including individual call centre results, additional leaderboards and historical trends. | ✓ | ✓ |
| 8 Senior JD Templates + STAR Toolkit, 9 Cheat Sheets + GlossaryReady-to-adapt JDs for Agent, CS Officer, Team Leader, Call Centre Manager, CS Manager, CX Analyst, Journey Designer and Head of CX, plus the STAR Interview Toolkit. Cheat sheets: HEAT, NATO & Australian phonetic alphabets, acronyms, Human-Centred Design, complaints framework, commitment sign, 30 CS best practices, and the glossary. | ✓ | ✓ |
| Advanced Quiz Features + Monthly Team-Building Trivia KitsProgress tracking, results dashboards and downloadable certificates, plus ready-to-run trivia packs released monthly for huddles, meetings and inductions. | ✓ | ✓ |
| 25% Off CX Skills Training + 50% Off ACXPA Events25% off all CX Skills public live training and the 300+ video self-paced library, plus 50% off ACXPA events (some free to members). Savings on a single course often exceed the cost of membership. | ✓ | ✓ |
Set Up in Minutes. Free Onboarding Included.
Business Membership gives your organisation a pool of individual memberships that you assign to employees by name.
Each person gets their own login and full access to ACXPA’s tools, training, resources and member benefits.
Choose your level
Pick 5, 10, 25, 50 or 100 people. Every level includes identical tools and benefits; only the number of memberships differs.
Allocate one membership per employee
Assign memberships to people by name and email from your Business Dashboard. Each person gets their own invitation and login. Logins can’t be shared.
Lift customer and business outcomes
Your people work from the same diagnostics, frameworks, tools and training, so you get less rework and faster performance uplift.
Track usage and reallocate anytime
See who has activated their membership and what they’re using. When someone changes role or leaves, reassign their membership in a few clicks, at no extra cost.
Free onboarding is included. Every Business Membership comes with an onboarding session — we’ll help you set up allocations, point each role to the most relevant starting resources, and plan your rollout so your team gets value from day one.
Worried It’s More Admin on Your Plate? Watch This.
These two short demos show the whole thing: inviting an employee takes under a minute, and they set themselves up — not you.
Then see exactly who’s using what you pay for, tool by tool, person by person.
How Much Will It Cost to Equip Your Team?
The bigger your team, the lower the per-person cost.
Every level includes identical tools, benefits and resources — the only difference is how many individual memberships you can allocate.
Why Our Pricing Works Differently
Traditional industry bodies charge based on your organisation’s headcount and give you a single membership — typically a logo for your website, event discounts, and access to an awards program.
Individuals on your team get almost nothing personally.
ACXPA Business Membership is structured fundamentally differently. You’re not buying an organisational badge — you’re buying a pool of full individual memberships to allocate to specific people on your team. Every allocated person gets:
- Their own login to the full 80+ tool platform
- Personal course progress and downloadable certificates
- Their own listing in the Individual Members Directory
- Personal access to private peer groups
- 25% off CX Skills live training and the self-paced library
- Everything every other Individual Member gets — nothing held back
That’s why our pricing reflects the number of people getting real, individual access — not just your organisation’s headcount.
At Business 25 ($1,497 a year), each of your 25 allocated people gets the equivalent of a $197 Individual Membership for just $60.
| Team Size | Level | Annual Total | Per Person | Saving vs Individual | |
|---|---|---|---|---|---|
| Up to 5 | Business 5 | $497 | $99/person | $488/year | Choose → |
| Up to 10 | Business 10 | $797 | $80/person | $1,173/year | Choose → |
| Up to 25 Most Popular | Business 25 | $1,497 | $60/person | $3,428/year | Choose → |
| Up to 50 | Business 50 | $2,297 | $46/person | $7,553/year | Choose → |
| Up to 100 | Business 100 | $3,497 | $35/person | $16,203/year | Choose → |
All prices are ex GST and cover a full 12 months. Saving is calculated against Individual Membership at $197 ex GST per person, per year, multiplied by the team size at each level.
Need more than 100 employees? Email us or call +61 3 9492 2871 for a tailored solution.
Why Teams Choose ACXPA Over a Typical Industry Body
There’s a typical playbook in this space — sponsor-funded content, vendor agendas dressed up as advice, conference-driven revenue, and member benefits that boil down to a discount on the next event.
We took a different approach.
Typical CX / Membership Platform
- Revenue model is built on conferences, sponsor packages and pay-to-play awards
- Content is sponsor-funded — vendor logos on every slide, vendor speakers on every stage
- “Member benefits” are mostly discounts on the next event
- Member contact details often shared with sponsors, “trusted partners” and vendors — expect the inbox to fill up
- Almost no practical tools, calculators or templates members can use day-to-day
- Often heavily focused on awards programs — sponsored, paid-to-enter, and a key revenue source
- Limited live expert access, if any — you’re on your own between conferences
ACXPA
- Revenue comes from members — so members come first, always
- Content is independent and practitioner-led — no vendor agendas, no sponsor slides
- Member benefits are an 80+ tool platform of tools, templates, diagnostics, training and live expert access
- Your contact details stay with us. Full stop. No sponsor lists, no “trusted partners,” no vendor email pipelines.
- Tools you can use this week — built to address gaps that cost organisations time, money and consistency
- Built and run by people who’ve actually managed customer service teams and contact centres
- Fortnightly live consulting included — direct access to ACXPA CEO Justin Tippett, every two weeks
What’s Included — The Complete Resource Library
No vague claims. Here’s the complete inventory of what every Business Member gets full access to. Click any category to expand.
Diagnostics & Assessments 7 items ▾
- Agent Performance Matrix
Plots your team on quality versus productivity to show at a glance who’s ready for more, who needs coaching, and where the whole team sits. Included with Business Membership; the full ACXPA Certified version is available through the Certified Contact Centre program.
- Customer Service Health Check ↗
A multi-tiered diagnostic tool that scores a business's customer service across 17 dimensions — from frontline experience to management infrastructure. Results and depth vary by membership level.
- Contact Centre Maturity Tool
An interactive diagnostic that assesses how a contact centre performs across key operational and strategic dimensions. Members get full results; visitors get a teaser.
- CX Maturity Audit
A strategic CX capability assessment evaluating an organisation's CX maturity across key dimensions. Identifies strengths, gaps, and priority improvement areas. Member-only.
- Complaints Handling Maturity Audit ↗
48 questions across 8 dimensions of complaints handling, with a score for each, a prioritised action plan and audit history. Account owners can see which seats have completed it.
- CX Maturity Pulse Check ↗
Lightweight introduction to the CX Maturity Audit. Useful for quick capability snapshots before progressing to the full member-only Audit.
- Customer Persona Readiness Calculator
Interactive readiness tool assessing whether your current or planned customer personas are fit for purpose. Outputs a readiness score with targeted recommendations.
Calculators & Simulators 18 items ▾
- Outlier Detection Wizard
Identifies AHT outliers and statistically anomalous handle times to target coaching and process improvement. Now with colour-coded results, an on-chart key, a plain-English summary of what the numbers mean, CSV upload, a demo mode to try before loading your own data, and PDF export.
- Cost of Wasted Call Time Calculator
Puts a fully-loaded dollar cost on avoidable handling time across your operation, and converts it into the full-time-equivalent capacity you are losing. The members’ version of the free Per Minute Cost Calculator.
- Free Online Erlang C Calculator ↗
Online Erlang C staffing calculator. Enter call volume, AHT, and service level target to instantly calculate the agents needed to hit your target.
- Interval Planner
Interval-based workforce planning tool. Generates per-interval agent staffing schedules based on call volume patterns, AHT, and service level targets.
- Service Levels Simulator
Advanced Erlang C service level simulator with live interactive charts. Models how changes to staffing, volume, or AHT impact service level in real time.
- Staffing Levels Simulator
Advanced Erlang C staffing calculator with full shrinkage adjustments. Calculates required agents accounting for breaks, leave, and all shrinkage factors.
- Workload Calculator
Workforce capacity planning tool that converts workload forecasts into headcount requirements across multiple intervals and planning scenarios.
- Advanced Shrinkage Calculator
Advanced shrinkage calculator for WFM planners. Breaks down all shrinkage categories and calculates their combined impact on required staffing numbers.
- Employee Turnover Calculator ↗
Calculates your annual employee turnover rate with industry benchmarks and recommended improvement actions based on your result.
- Employee Replacement Cost Calculator
Calculates the true cost of replacing a frontline employee — including recruitment, training, and lost productivity — to ground retention investment decisions.
- Employee Cost Calculator ↗
Calculates the fully-loaded cost of a role — wage plus superannuation, on-costs, overhead and shrinkage — shown per year, per hour and per minute, with itemised statutory on-costs for Australia, New Zealand and the Philippines and a branded PDF business case.
- Per Minute Cost Calculator ↗
Turns the avoidable seconds in every call into a fully-loaded annual cost and the full-time-equivalent capacity lost — hard numbers for the systems-and-process business case, with a branded PDF export.
- Customer Lifetime Value Calculator ↗
Interactive CLV (Customer Lifetime Value) calculator using a retention-based formula. Shows total expected revenue from a customer across their full relationship.
- Customer Lifespan Calculator ↗
Interactive customer lifespan calculator that estimates how long a customer typically stays before churning. Includes both a standard shortcut and an advanced curve-based model.
- Customer Churn Rate Calculator ↗
Interactive customer churn rate calculator. Enter customer counts at the start and end of a period to instantly output churn percentage.
- ROI Calculator ↗
Interactive ROI calculator for customer service and CX initiatives. Includes definition, formula and practical examples to help you build the business case.
- Customer Retention Rate Calculator ↗
Interactive customer retention rate calculator with definition, formula, benchmarks, and practical guidance on how to improve retention.
- Net Promoter Score Calculator ↗
Interactive NPS (Net Promoter Score) calculator. Enter promoter, passive and detractor counts to instantly calculate your NPS score.
Quality Assurance (QA) 3 items ▾
- QA Sample Size Calculator ↗
A two-mode QA sampling calculator: how many contacts to review for a target confidence and margin of error, and how reliable a current sample really is — in plain language, no stats background needed.
- Advanced QA Calculator
The members’ QA calculator: everything in the free tool plus fail-rate fine-tuning, a cost-and-time overlay (reviewer time, AI and software into monthly and annual figures), PDF export and saved setups.
- QA Sampling Benchmark
Contribute your team’s QA sampling practice — coverage, reviewer mix, AI use and cost — and unlock a like-for-like comparison against contact centres in your sector and size band, with each measure shown against the typical range and exportable to PDF.
Templates, Builders & Frameworks 17 items ▾
- Customer Service Induction Wizard
A personalised onboarding wizard for new customer service hires. Generates a structured, timeframe-organised induction plan based on the role's channels and responsibilities. Saves to your profile and syncs across devices — build a plan on one device and pick it up on another.
- Customer Response Coach ↗
AI-powered replies for everyday customer situations, in the right tone for email, SMS, letter or in person. Every seat gets every situation.
- Complaints Coach ↗
AI-powered complaint replies built on ACXPA’s complaints handling methods, with a flag when a complaint must be escalated.
- Escalation Policy Builder ↗
Write who can approve what and which complaints must always go higher, then stress test it against 19 real-world scenarios. Your whole team works to it.
- Business Continuity Plan for Call Centres
A ready-to-use Microsoft Word template providing a comprehensive business continuity plan structure for call centres — covering risk scenarios, response procedures, and recovery steps.
- Customer Persona Wizard
A member-exclusive interactive web application that guides users through building structured customer personas using Jobs To Be Done methodology — with guided prompts and formatted, exportable outputs.
- Customer Persona Template
An editable PowerPoint template providing a structured persona documentation framework. A downloadable .pptx alternative to the interactive Persona Wizard.
- Customer Journey Mapping Template
A ready-to-use PowerPoint template for building customer journey maps. Pre-formatted with standard journey mapping sections and editable for any channel or touchpoint.
- Employee Goal Tracker (Online)
Track development goals across your team with scheduled check-ins, automated daily email summaries of upcoming sessions, metric tracking (current vs target), and save-and-sync libraries.
- Employee Goal Tracker (Excel)
Offline Excel version of the Employee Goal Tracker for teams without regular web access or for environments requiring offline goal management.
- GROW Model Coaching Template
Structured coaching conversation framework template using the GROW Model (Goal, Reality, Options, Will) for one-on-one performance coaching sessions.
- GROW Model Coaching Examples
Practical examples demonstrating the GROW Model coaching framework in practice across common frontline and team leader scenarios.
- SMART Goals Free Template
Goal-setting framework template using the SMART criteria (Specific, Measurable, Achievable, Relevant, Time-bound) for individual and team development planning.
- SMART Goal Examples for Team Leaders
Practical examples of SMART goals specifically written for team leader and supervisor development contexts.
- STAR Interview Examples
Behavioural interview question bank using the STAR method (Situation, Task, Action, Result) for structured candidate assessment in hiring processes.
- Complaints Handling Website Page Template
A complete, ready-to-publish website page template covering an organisation's complaints handling policy and process — formatted for direct CMS upload.
- Environmental Policy Template
A customisable Microsoft Word template providing a structured environmental policy framework for organisations to document their environmental commitments and practices.
- Press Release Template
A customisable Microsoft Word template providing a structured press release format for organisations to announce customer service or CX-related news.
Ready-to-Deliver Training Programs 6 items ▾
- Active Listening Facilitator Guide
A 30-minute training session teaching frontline teams the H.E.A.R.D. active listening framework. Includes facilitator notes, participant activities, and discussion guides.
- Active Listening Pocket Guide
A 9-page agent workbook for practising the H.E.A.R.D. active listening framework. Includes practical examples, daily drills, and reflection exercises.
- Complaints Handling Facilitator Guide
A ready-to-deliver PowerPoint training deck (22 slides) for teaching frontline staff complaints handling skills — includes speaker notes and participant activities.
- Complaints Handling Guide (Frontline)
A 32-page training guide for frontline employees on handling difficult customers and complaints. Covers de-escalation, empathy, and structured resolution frameworks.
- HEAT Training Facilitator Guide
A ready-to-deliver PowerPoint training deck (23 slides) for training staff on handling difficult customers using the HEAT Model — includes speaker notes and facilitation guidance.
- Team Leader Coaching Guide
Structured coaching frameworks and conversation guides for team leaders managing frontline performance and conducting development conversations.
Job Description Templates 8 items ▾
- Job Description Template - Call Centre Manager
A ready-to-adapt job description template for a Call Centre Manager role. Covers responsibilities, KPIs, required skills, and experience expectations.
- Job Description Template - Team Leader
A ready-to-adapt job description template for a Contact Centre Team Leader role. Covers responsibilities, KPIs, required skills, and reporting structure.
- Job Description Template - Customer Journey Designer
A ready-to-adapt job description template for a Customer Journey Designer role. Covers strategic responsibilities, required skills, and experience expectations.
- Job Description Template - CX Analyst
A ready-to-adapt job description template for a CX Analyst role. Covers data analysis responsibilities, required technical skills, and experience.
- Job Description Template - Head of CX
A ready-to-adapt job description template for a Head of Customer Experience or equivalent senior CX leadership role.
- Job Description - Call Centre Agent
A ready-to-adapt job description template for a frontline Call Centre Agent role. Covers day-to-day responsibilities, performance expectations, and required capabilities.
- Job Description - Customer Service Officer
A ready-to-adapt job description template for a frontline Customer Service Officer role. Covers multi-channel responsibilities and customer interaction expectations.
- Job Description - Customer Service Manager
A ready-to-adapt job description template for a Customer Service Manager role. Covers team leadership, operational responsibilities, and stakeholder management.
Cheat Sheets & Reference Guides 8 items ▾
- 30 Customer Service Best Practices for Medical Practices ↗
An article covering 30 customer service best practice standards for medical and health settings. Structured across three tiers: Foundations, Better Practice, and Best Practice.
- Phonetic Alphabet (generic) PDF ↗
A free downloadable reference chart of the NATO Phonetic Alphabet (A for Alpha, B for Bravo, etc.). Available as a printable PDF in multiple sizes and an editable Word document.
- Australian Phonetic Alphabet ↗
An Australian-themed phonetic alphabet reference guide using local place names and icons (A for Adelaide, B for Brisbane, etc.) for clearer telephone communication.
- Contact Centre Acronyms (download) ↗
A single-page quick-reference cheat sheet of the 12 most essential contact centre acronyms and their definitions.
- Human Centered Design Framework
An advanced Human-Centred Design Double Diamond framework diagram in PowerPoint format. Editable template for mapping the discover, define, develop, and deliver phases.
- 7-Step Framework Cheat Sheet
A single-page A4 printable reference card teaching the ACXPA 7-Step Complaints Handling framework. Designed for display at agent workstations.
- Customer Commitment Sign
A ready-to-print, customer-facing A4 sign communicating an organisation's complaints handling commitment — covering customer rights, the process, and contact details.
- H.E.A.T Model Cheat Sheet ↗
A single-page printable PDF reference card teaching the H.E.A.T. Method for de-escalating emotional customers and handling difficult complaints.
Case Studies & Practitioner Reports 2 items ▾
- How to Build the Foundations of a CX Program
A 12-page PDF by ACXPA contributor Scott Downing providing a senior-practitioner guide to designing and embedding a CX program from the ground up.
- Tennis Australia CX Strategy & Insights
A 19-page PDF case study from Tennis Australia showing how a major sports organisation structured and operationalised its CX program across multiple events and participation channels.
Excel Workbooks & Offline Tools 4 items ▾
- AHT Outlier Report (Excel)
Offline Excel-based outlier detection tool for teams without regular web access. Identifies statistically anomalous handle times for coaching follow-up.
- Erlang C Calculator (Free, Excel)
Five Erlang C staffing calculators in Excel, no macros needed.
- Complaints Logging Tool
A macro-enabled Excel workbook (9 sheets) providing a complete complaints logging, tracking, and analysis system.
- Escalation Decision Tool
An Excel workbook that tells frontline staff whether to handle a complaint or escalate it, and to whom, using your own approval limits and risk rules.
Plus everything else included with every membership:
- Roundtable AI Assistant — ask a question in your own words and get an answer built from the CX and Call Centre Roundtable library, with the session and timestamp cited behind every point. Included for every allocated member.
- 50+ hours of LIVE expert access every year — 26 fortnightly Open Mic sessions with ACXPA CEO Justin Tippett, 12 LIVE CX Roundtables, 12 LIVE Contact Centre Roundtables. Plus the searchable library of every past session.
- Member Bytes video library — growing library of short-form expert sessions tackling specific CX and contact centre topics, with searchable transcripts, executive summaries and slide downloads
- The Customer Verdict podcast — solo episodes with ACXPA CEO Justin Tippett on CX, AI & technology. New episodes added regularly.
- Customer Matters podcast — interview-based episodes with practitioners sharing real-world insights and lessons. New episodes added regularly.
- Self-paced courses with quizzes and downloadable certificates per person, growing regularly
- One-Minute Refreshers — bite-sized refresher videos for frontline staff and team huddles
- Industry Knowledge Quizzes — with downloadable certificates for passing, ideal for verifiable team capability development
- Monthly General Trivia Kits — ready-to-run team-building activities for huddles, meetings and inductions
- Full industry glossary — every term refreshed with 2026 data, with interactive calculators built in where they help
- 25% off all CX Skills public live training — per allocated member, plus 25% off the 300+ video self-paced library
- 10% off all ACXPA paid services — private benchmarking, call quality assessments, peer benchmarking, and more
- Business Members Directory listing — for credibility, recruitment, and stakeholder trust
- Individual Members Directory + private peer groups — allocated members are added so they can connect with practitioners across the industry
- Australian Call Centre Rankings — full library access for Australian-based members
- Access to all 8 specialist hubs — Customer Service, Call Centre, CX, WFM, Complaints Handling, Benchmarking, Coaching & Performance and Training & Onboarding, including the members-only Call Centre and CX hubs
The most comprehensive practitioner-built platform for customer-facing teams — covering customer service, contact centre operations, complaints handling and CX.
See Pricing ↓Frequently Asked Questions
Everything you need to know about how Business Membership works, what’s included, and how to get your team set up.
What is ACXPA Business Membership?
How does access work — can my whole team share one login?
This is why the membership levels matter: Business 5 means up to 5 named employees can have full access. Business 25 means up to 25 named employees, and so on. If you have a 50-person customer service team and want them all to have access, you’ll need Business 50 (or higher).
You don’t need to allocate every seat immediately — you can roll out gradually. And you can reassign individual memberships as people change roles. But each person who needs access must be allocated their own seat.
What’s the difference between the Business Membership levels?
What does each allocated team member get?
Is this cheaper than buying Individual Memberships separately?
Can I reassign memberships if someone leaves?
How does the Business Dashboard work?
Do I need to allocate all memberships at once?
Can I upgrade to a higher Business Membership level if my team grows?
What payment options are available?
Is onboarding support included?
How quickly can my team get access after purchase?
How long does Business Membership last?
Still have questions?
Ready to Give Your Team Everything They Need to Deliver?
Choose the Business Membership that matches your team size and give each person their own access to the full ACXPA platform — 80+ practitioner-built tools, training, live expert support and community.
All prices are ex GST and cover a full 12 months. Need more than 100 employees? Email us or call +61 3 9492 2871 for a tailored solution.
