Call Centre Benchmarking Australia
If you’re exploring how your contact centre is performing and want reliable, independent insights, you’re in the right place. ACXPA offers Australia’s most practical, industry-informed benchmarking solutions to help you understand where you stand – and how to improve.
But what does call centre benchmarking actually mean?
For some, it’s about comparing metrics across competitors. Others want to improve internal performance. Some are after recognition. Others just want clarity.
Whatever your goal, this page will help you cut through the noise and find the right benchmarking solution for your contact centre — whether you’re looking for national rankings, internal team insights, or targeted quality assessments.
Why Call Centre Benchmarking Matters
Benchmarking goes beyond comparing scores — it’s about uncovering actionable insights to improve your customer experience, team performance, and operational efficiency.
At ACXPA, we don’t rely on surveys or self-reported data. Our evaluations are based on real or simulated customer interactions and assessed against national CX Standards, providing a consistent, expert-led measure of performance.
What Should You Benchmark Against?
Every benchmarking program needs a clear standard to measure against. At ACXPA, we use the Contact Centre CX Standards — a nationally recognised framework defining what good looks like in Australian contact centres.
Prefer to use your own criteria? That’s fine too. We offer flexibility to assess against internal benchmarks or a combination of both. But for true benchmarking, a consistent standard is essential.
Compare Our Call Centre Benchmarking Services
Use the table below to compare the key features across our three call centre benchmarking services. Whether you're focused on competitor benchmarking, internal reviews, or quality assurance, you'll see how each service aligns with your goals.
Every service is assessed using the Contact Centre CX Standards and tailored to your level of involvement — from hands-off mystery shopping to more custom assessment plans.
| Feature | Contact Centre CX Benchmarking PLUS | Private Call Centre Benchmarkingt | Call Quality Assessments |
|---|---|---|---|
| Mystery Shopping We call your contact centre anonymously, posing as real customers to assess the experience. | ✔ | ✔ | ✘ |
| Real Customer Calls We assess actual calls recorded by your team and supplied to us. | ✘ | ✘ | ✔ |
| Competitor Benchmarking Benchmark your performance against competitors you nominate. | ✔ | ✘ | ✘ |
| Evaluated Against National Standards All assessments use the Contact Centre CX Standards — a nationally recognised framework. | ✔ | ✔ | ✔ |
| Number of Metrics The number of distinct customer experience elements assessed during each evaluation. | 80+ | 80+ | Varies |
| Custom Focus Areas We can include compliance criteria, specific behaviours, or focus areas based on your needs. | ✘ | ✔ | ✔ |
| Process Testing We can test specific journeys such as complaints, sales flows, identification steps or escalations. | ✔ | ✔ | ✔ |
| Australian Call Centre Rankings Inclusion Your results will appear in the Australian Call Centre Rankings, showcasing high-performing centres nationally. | Optional | ✘ | ✘ |
| Assessed Agents Calls are answered by whoever picks up — only call quality assessments allow you to nominate specific agents or teams. | Random | Random | Custom |
| Effort Required Options to suit your level of involvement — from hands-off solutions where we manage the process, to services where you provide recordings or set specific criteria. | Low | Medium | Medium |
Australia’s Call Centre Rankings
We don’t just benchmark — we celebrate excellence. High-performing contact centres can appear in the Australian Contact Centre Rankings, the only leaderboard based on real customer interactions, assessed using national Contact Centre CX Standards.
Explore the Rankings
Support Beyond the Score
We’re not just about measuring performance — we help improve it. With ACXPA’s resources and CX Skills training courses, you’ll find the tools to develop frontline agents, team leaders, managers, and more.
View Training OptionsFind the Right Contact Centre Benchmarking Solution
Whether you want competitive insights, internal performance reviews, or compliance-focused call assessments, we’ve got you covered.
Contact Centre CX Benchmarking PLUS
Includes mystery shopping and competitor comparison across over 80 metrics. Independently assessed using the Contact Centre CX Standards.
Private
CX Benchmarking
The same standards-based mystery shopping without competitor comparisons – offering greater flexibility to assess what matters to you.
Call Quality
Assessments
Send us recordings of real customer calls. We’ll assess agent performance and optional compliance criteria – without the accessibility component.
Self-Reported Industry Benchmarks
Aggregated industry data from Australian contact centres across key performance areas. Good for trend spotting and planning – but not independently validated.
