You need to complete your Member Profile to access this content!
All members are required to complete their Individual Membership Profile to access all the exclusive member-only content.
To unlock this page and access all your member benefits, please complete your Member Profile by uploading a profile photo.
We know it’s an extra step, but it’s required for all members. A complete profile helps build trust and fosters a stronger, more connected community for everyone.
Don’t worry—it only takes a minute! Here are some tips:
To unlock all the ACXPA Subscriber content, please take a moment to activate your profile - it only takes a moment!
The email address entered is already registered as a Subscriber.
To purchase a membership, please log in first!
Discover how Australia’s contact centres are performing with independent, standards-based benchmarking across key sectors. Whether you're benchmarking your own centre, comparing industry trends, or exploring who’s leading the way nationally, you’ll find the data and insights here.
Track national-level call centre performance trends and quarterly averages.
Explore side-by-side comparisons of how different sectors stack up.
View Australia’s highest-performing call centres across key metrics.
Access the latest national report with CX insights, summaries, and quarterly trends.
Explore how contact centres are performing across key Australian industries, from banks and councils to aged care and energy providers.
Performance based on initial enquiries from families and carers regarding aged care options and service availability.
Rankings based on new product sales calls, including home loans, credit cards, and personal banking enquiries.
Metrics focused on new car insurance sales calls, covering quote requests, policy comparisons, and onboarding.
Metrics based on general enquiries from ratepayers, covering council services, rates, and local support.
Rankings based on prospective student enquiries, including course information, application support, and enrolment processes.
Performance on new sales enquiries, such as plan switches, new connections, and customer acquisition.
Call handling performance for new internet service enquiries, including provider switching and new home setups.
The Australian Call Centre Rankings were developed to give the industry what it’s long been missing: independent, transparent insight into what customers are really experiencing on the phones.
Too much of the so-called “research” in our space is vendor-led, inflated for marketing, or built on shaky survey logic. We’re not here to sell software or push a product — we’re here to recognise excellence, identify gaps, and lift standards across the board using real interactions from real customers.
Every call in our rankings is assessed using the Contact Centre CX Standards — a national framework we developed to measure what matters most to customers: being heard, being helped, and being respected. Our Agent Mastery and Accessibility scores reflect both soft skills and service delivery — the things that actually shape customer sentiment.
We deliberately avoid giant sample sizes or paid placements. Why? Because meaningful benchmarking doesn’t require 10,000 calls or a hefty invoice. It just needs the right lens. We focus on a representative sample of recognisable brands across key sectors — not because they paid to be included (they didn’t), but because real benchmarking starts with real-world relevance.
The rankings are just the start. If you're ready to measure your centre’s performance, we offer a range of participation options to suit different goals and budgets — from national visibility to tailored internal reviews.
At a time when contact centres face rising expectations and shrinking patience, we believe it’s time to take ownership of performance. These rankings don’t just show who’s doing well — they show what’s possible, what needs fixing, and how we can get there together.
Our rankings are backed by industry standards and real-world assessments of contact centre performance. If you'd like to benchmark your centre, access deeper data, or understand the methodology behind the results, here’s where to start.
Explore the Australian Contact Centre CX Standards that form the foundation of our performance assessments.
👉 Learn MoreChoose from a range of independent benchmarking options to get your results included and unlock deeper insights into your team’s performance.
👉 View Participation Options
