Call Centre Rankings Industry Sectors Monthly Report Downloads
Download the monthly report that displays the industry sector averages, along with the overall industry average, for over 45 different metrics.
Data includes:
- Wait Time
- IVR Layers
- Talk Time
- Total Experience Time
- Quality Scores
- Lots more!
Just select the month you’d like to download below.
You can also download quarterly industry sector reports >
View the Latest Call Centre Ranking Reports by Sector:
Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education
Industry Sectors (Monthly) (16)
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Australian Call Centre Industry Sector Rankings November 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the November 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-November-2024-Monthly-Report-Template.pdf Filesize 98.69 KB Version 1 Date added December 20, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings October 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the October 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-October-2024-Monthly-Report-Template.pdf Filesize 98.71 KB Version 1 Date added December 19, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings September 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the September 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-September-2024-Monthly-Report-Template.pdf Filesize 98.74 KB Version 1 Date added October 21, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings August 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-August-2024-Monthly-Report-Template.pdf Filesize 98.71 KB Version 1 Date added October 21, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings July 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the July 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-July-2024-Monthly-Report-Template.pdf Filesize 98.70 KB Version 1 Date added October 21, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings June 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the June 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-June-2024-Monthly-Report.pdf Filesize 98.76 KB Version 1 Date added September 15, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings May 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the May 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-Monthly-Report-May-2024.pdf Filesize 98.88 KB Version 1 Date added August 8, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings April 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the April 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename INDUSTRY-ACXPA-Members-Monthly-Report-April-2024.pdf Filesize 98.82 KB Version 1 Date added July 16, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings March 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the March 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename 03-MARCH-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf Filesize 98.05 KB Version 1 Date added May 13, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings February 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the February 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename 02-FEB-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf Filesize 98.09 KB Version 1 Date added May 7, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings January 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the January 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename 01-JAN-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf Filesize 98.13 KB Version 1 Date added May 7, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings December 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the December 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename December-2023-INDUSTRY-ACXPA-Members-Monthly-Report.pdf Filesize 98.07 KB Version 1 Date added May 13, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings November 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the November 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename November-2023-INDUSTRY-ACXPA-Members-Monthly-Report.pdf Filesize 98.00 KB Version 1 Date added May 13, 2024 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings October 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the October 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename Australian-Call-Centre-Rankings-October-2023-Download.pdf Filesize 142.09 KB Version 1 Date added December 28, 2023 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Sector Rankings September 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the September 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename Australian-Call-Centre-Rankings-September-2023-Download.pdf Filesize 147.62 KB Version 1 Date added November 28, 2023 Category Industry Sectors (Monthly) -
Australian Call Centre Industry Rankings August 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
Filename Australian-Call-Centre-Industry-Performance-August-2023-Download.png Filesize 165.36 KB Version 1 Date added September 19, 2023 Category Call Centre Ranking Reports, Industry Sectors (Monthly)
