Know exactly how your contact centre is performing — and where to lift it.
Your dashboards tell you what’s happening inside your contact centre. We show you something they can’t: what customers actually experience when they call — and how you compare to your competitors.
Independent assessments against the CX Standards, your own criteria, or both.
The insights your dashboards can’t give you
Whatever you already track internally, two things it can’t give you are an outside-in view of the real customer experience — and how you compare to everyone else.
What customers experience
An independent shopper contacts you exactly like a real customer would — or we assess your own recordings — capturing what your internal metrics never see.
How you compare
Benchmark head-to-head against the specific competitors and peers you choose — something no internal report can tell you.
Measured your way
Score against the CX Standards, your own criteria and compliance checks, or a blend — whatever matters to your business.
Five ways to benchmark — pick your depth
Where they differ is what you’re measured against, and how the calls are captured. Need to know whether customers can even get through? Access measures exactly that.
| Monthly SnapshotYour score against the sector average, every month | Most popularPeer & CompetitorBenchmarked head-to-head against rivals you choose | PrivateA confidential deep-dive against your own criteria | Call QualityWe score the calls you’ve already recorded | NewAccessCan customers get through? Calls end when a person answers | |
|---|---|---|---|---|---|
| Your own Contact Centre CX Score ⓘ | ✓ | ✓ | ✓ | ✓ | Access score |
| Compared to sector average ⓘ | ✓ | ✓ | – | – | – |
| Compared to named competitors ⓘ | – | 3–10 | – | – | 5–14 |
| Metrics assessed ⓘ | 23 | 48+ | 48+ | 48+ | 35+ |
| Accessibility (IVR, wait, answer rate) ⓘ | ✓ | ✓ | ✓ | – | ✓ |
| Agent soft skills & behaviours ⓘ | 5 competencies | 18 behaviours | 18 behaviours | 18 behaviours | – |
| How calls are captured ⓘ | Mystery shop | Mystery shop | Mystery shop | Your recordings | Mystery shop |
| Add your own criteria / compliance ⓘ | – | Optional | ✓ | ✓ | – |
| Confidential · never published ⓘ | – | Optional | ✓ | ✓ | ✓ |
| From ⓘ | $397/mo | $750/mo | $944/mo | $612/mo | $1,500/mo |
| Learn more | Learn more | Learn more | Learn more | Learn more |
We don’t just measure — we help you improve
Benchmarking tells you where you stand. What sets ACXPA apart is everything that comes next. We live and breathe contact centres — not a retail mystery-shopping firm that bolted call centres on the side — and your results plug into a whole ecosystem built to help you act on them.
Built on the CX Standards
The independent framework your results are scored against — the definition of great contact centre service.
See the Standards →Training that lifts skills
Self-paced and live CX Skills courses for agents, team leaders and managers — turn findings into action.
Explore training →Tools & resources
Calculators, templates, frameworks and cheat-sheets to run a sharper operation.
Browse resources →Roundtables
A library of past peer sessions — plus the next one coming up — where contact centre leaders work through real challenges together.
Browse the roundtables →Open Mic
Informal live drop-ins to ask questions and swap ideas with the community — no script.
See Open Mic →A specialist community
A network that does one thing — contact centre CX — and does it deeply.
Independent, specialist, and built to help you improve — not just hand you a score.
Where great performance gets recognised
The Australian Call Centre Rankings are our free, public leaderboard — a live look at the top performers in each sector, scored on the same CX Standards behind our benchmarking. It’s where your results can lead if you choose to be listed.
Learn more about the rankings >
Data accurate as of October 2026
67.4% 62.7% 60.7% 36.2%Data accurate as of October 2026
73.5% 59.3% 58.5% 14.9%Data accurate as of October 2026
71.7% 64.3% 62.0% 53.9%Data accurate as of October 2026
68.8% 68.7% 66.2% 47.6%Data accurate as of October 2026
65.2% 59.3% 56.9% 45.8%Data accurate as of October 2026
84.1% 64.5% 62.0% 49.5%Data accurate as of October 2026
73.8% 72.3% 68.1% 57.5%Data accurate as of October 2026
Subscribers and members see more: the public board shows each sector’s top performers, but subscribers and members unlock deeper sector- and national-level industry insights beyond it. And the rankings are separate from our paid benchmarking — that gives you your own complete, confidential scorecard, exactly where you sit today and how to improve, whether or not you appear here.
Ready to see your own numbers?
Get a clear, independent picture of how your contact centre performs — and, if you want, exactly how you stack up against the competitors that matter to you.
