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Home Call Centre Rankings Industry Sectors Monthly Report Downloads

 +61 3 9492 2871      enquiries@acxpa.com.au

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

ACXPA Individual Members get access to a range of premium resources, including self-paced training courses, exclusive industry data, premium downloads and lots more! Learn more >

, thanks for being an ACXPA Subscriber!

You have access to some downloads; however, to download all our content, you'll need an ACXPA Individual Membership (and access to a host of other benefits). Upgrade now >

, thanks for being an ACXPA Individual Member; you can download all the resources below!

, thanks for being an ACXPA Business Member! Most of our downloads require you to be logged in as an Individual Member - each download will tell you the restrictions. 

You can allocate yourself an individual member from your Memberships Dashboard, and if you already have one, just look for the 'switch profile' option in the top menu bar.

, thanks for being an ACXPA Vendor Member! Most of our downloads require you to be logged in as an Individual Member - each download will tell you the restrictions. 

You can allocate yourself an individual member from your Memberships Dashboard, and if you already have one, just look for the 'switch profile' option in the top menu bar.

Australian Banks Call Centre Rankings Reports

Monthly Insights into the performance of Call Centres for Australian Banks Select the month you'd like to download below. 

Or, view the latest public results and information on how we assess the performance of Australian Banks >

 You must be an ACXPA Member to download the reports! Learn more > 

 

  • Australian Banks April 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector April 2024 Call Centre Rankings.

    This report contains summary data for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename 04-APRIL-2024-BANKS-ACXPA-Members-Monthly-Report.pdf
    Filesize 81.44 KB
    Version 1
    Date added July 2, 2024
    Category Banks (Monthly Reports)

  • Australian Banks April 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector April 2025 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >

    Filename ACXPA-Members-Monthly-Report-Banks-April-2025.pdf
    Filesize 143.32 KB
    Version 1
    Date added May 29, 2025
    Category Banks (Monthly Reports)

  • Australian Banks August 2023

    Download a summary of the key results for the Banking Sector August 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Banks we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.

       This download is only available for ACXPA Members. Learn more >

    Filename Banks-August-2023.png
    Filesize 170.34 KB
    Version 1
    Date added October 16, 2023
    Category Banks (Monthly Reports), Call Centre Ranking Reports

  • Australian Banks August 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector August 2024 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename BANKS-ACXPA-Members-August-2024-Monthly-Report.pdf
    Filesize 88.37 KB
    Version 1
    Date added September 23, 2024
    Category Banks (Monthly Reports)

  • Australian Banks December 2023

    Download the ACXPA Members Summary Report for the Banking Sector December 2023 Call Centre Rankings.

    This report contains summary performance data for three random Banks we assessed, including:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Sector Summary scores for each of the five Quality competencies
    • The scores for each of the four behaviours of the ‘Engage’ Quality Competency
    • Sector Summary scores for each of the five Accessibility competencies 

    This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate. 

       This download is only available for ACXPA Members. Learn more >

    Filename Banks-December-2023.pdf
    Filesize 122.31 KB
    Version 1
    Date added January 27, 2024
    Category Banks (Monthly Reports)

  • Australian Banks December 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector December 2024 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To view the data for your call centre and ANY FIVE BANKS you nominate, purchase our Banking CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename ACXPA-Members-Monthly-Report-Banks-December-2024l.pdf
    Filesize 138.99 KB
    Version 1
    Date added January 11, 2025
    Category Banks (Monthly Reports)

  • Australian Banks February 2024

    Download the ACXPA Members Summary Report for the Banking Sector February 2024 Call Centre Rankings.

    This report contains summary data for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

       This download is only available for ACXPA Members. Learn more >

    Filename 02-FEB-2024-BANKS-ACXPA-Members-Monthly-Report.pdf
    Filesize 81.70 KB
    Version 1
    Date added May 6, 2024
    Category Banks (Monthly Reports)

  • Australian Banks February 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector February 2025 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >

    Filename ACXPA-Members-Monthly-Report-Banks-February-2025.pdf
    Filesize 143.48 KB
    Version 1
    Date added April 3, 2025
    Category Banks (Monthly Reports)

  • Australian Banks January 2024

    Download the ACXPA Members Summary Report for the Banking Sector January 2024 Call Centre Rankings.

    This report contains summary data for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

       This download is only available for ACXPA Members. Learn more >

    Filename 01-JAN-2024-BANKS-ACXPA-Members-Monthly-Report.pdf
    Filesize 86.34 KB
    Version 1
    Date added April 25, 2024
    Category Banks (Monthly Reports)

  • Australian Banks January 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector January 2025 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >

    Filename ACXPA-Members-Monthly-Report-Banks-January-2025.pdf
    Filesize 143.66 KB
    Version 1
    Date added April 3, 2025
    Category Banks (Monthly Reports)

  • Australian Banks July 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector July 2024 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename BANKS-ACXPA-Members-July-2024-Monthly-Report.pdf
    Filesize 89.43 KB
    Version 1
    Date added September 16, 2024
    Category Banks (Monthly Reports)

  • Australian Banks June 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector June 2024 Call Centre Rankings.

    This report contains summary data for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename BANKS-ACXPA-Members-Monthly-Report-June-2024.pdf
    Filesize 87.95 KB
    Version 1
    Date added August 20, 2024
    Category Banks (Monthly Reports)

  • Australian Banks June 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector, June 2025 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >

    Filename ACXPA-Members-Monthly-Report-Banks-June-2025.pdf
    Filesize 143.77 KB
    Version 1
    Date added July 14, 2025
    Category Banks (Monthly Reports)

  • Australian Banks March 2024

    Download the ACXPA Members Summary Report for the Banking Sector March 2024 Call Centre Rankings.

    This report contains summary data for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

       This download is only available for ACXPA Members. Learn more >

    Filename 03-MARCH-2024-BANKS-ACXPA-Members-Monthly-Report.pdf
    Filesize 79.90 KB
    Version 1
    Date added May 11, 2024
    Category Banks (Monthly Reports)

  • Australian Banks March 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector March 2025 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >

    Filename ACXPA-Members-Monthly-Report-Banks-March-2025.pdf
    Filesize 143.12 KB
    Version 1
    Date added April 28, 2025
    Category Banks (Monthly Reports)

  • Australian Banks May 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector May 2024 Call Centre Rankings.

    This report contains summary data for three random Banks we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename BANKS-ACXPA-Members-Monthly-Report-May-2024.pdf
    Filesize 84.56 KB
    Version 1
    Date added August 8, 2024
    Category Banks (Monthly Reports)

  • Australian Banks May 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector, May 2025 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >

    Filename ACXPA-Members-Monthly-Report-Banks-May-2025.pdf
    Filesize 143.84 KB
    Version 1
    Date added June 25, 2025
    Category Banks (Monthly Reports)

  • Australian Banks November 2023

    Download the ACXPA Members Summary Report for the Banking Sector November 2023 Call Centre Rankings.

    This report contains summary performance data for three random Banks we assessed, including:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Sector Summary scores for each of the five Quality competencies
    • The scores for each of the four behaviours of the ‘Engage’ Quality Competency
    • Sector Summary scores for each of the five Accessibility competencies 

    This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate. 

       This download is only available for ACXPA Members. Learn more >

    Filename Banks-November-2023.pdf
    Filesize 125.75 KB
    Version 1
    Date added January 26, 2024
    Category Banks (Monthly Reports)

  • Australian Banks November 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Banking Sector November 2024 Call Centre Rankings.

    This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

    Filename BANKS-ACXPA-Members-November-2024-Monthly-Report-2.pdf
    Filesize 87.66 KB
    Version 1
    Date added December 17, 2024
    Category Banks (Monthly Reports)

  • Australian Banks October 2023

    Download a summary of the key results for the Banking Sector October 2023 Call Centre Rankings Report.

    The summary data includes the following data for three random Banks we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Sector Summary scores for each of the five Quality competencies
    • The scores for each of the four behaviours of the ‘Engage’ Quality Competency
    • Sector Summary scores for each of the five Accessibility competencies 

    To see the data for ALL banks, purchase the Contact Centre CX Benchmarking and you’ll also receive additional insights and call recordings for your bank, plus benchmarking data of your bank against any five banks you nominate. 

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Call-Centre-Rankings-Summary-October-2023-Download-1.pdf
    Filesize 124.74 KB
    Version 1
    Date added December 24, 2023
    Category Banks (Monthly Reports)
    • If you want to share and earn points please login first
    🏆 Overall CX Leaderboard
    Best Call Centres in Australia - Q2 2025
    1. (INTERNET Sector)78.4%
    2. (ENERGY Sector)77.7%
    3. (EDUCATION Sector)74.8%
    Industry AVE55.7%

    View the latest results >

    ACXPA Supplier Directory Outsource Orange
    📞 Accessibility Leaderboard
    Best Call Centres in Australia - Q2 2025
    1. (INTERNET Sector)95.8%
    2. (AGED CARE Sector)94.6%
    3. (COUNCILS Sector)93.3%
    Industry AVE63.8%

    View the latest results >

    Latest Articles

    ❤️ Agent Mastery Leaderboard
    Leaders by Sector - Q2 2025
    1. (INTERNET Sector)73.6%
    2. (CAR INSURANCE Sector)73.4%
    3. (EDUCATION Sector)71.9%
    Industry AVE55.7%

    View the latest results >

    Latest Glossary Terms

    • Agentic AI

      Agentic AI

      If you want to share and earn points please login firstRead More »
    • Customer Lifespan

      Customer Lifespan

      Customer Lifespan refers to the average duration of time a customer engages with a business before they stop using its products or services.Read More »
    ⏱️ Wait Time Leaderboard
    Best Call Centres in Australia - Q2 2025
    1. (INTERNET Sector)00:02
    2. (AGED CARE Sector)00:09
    3. (EDUCATION Sector)00:12
    Industry AVE02:01

    View the latest results >

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