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:

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 Quarterly Trend Reports

Quarterly Insights into the performance of Call Centres for Australian Banks Select the quarter 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 Q1 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q1 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 43 metrics, plus 23 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 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	01-Q1-2024-BANKS-ACXPA-Members-Quartely-Report.pdf
Filesize	80.07 KB
Version	1
Date added	May 13, 2024
Category	Banks (Quarterly Reports)

Australian Banks Q1 2025

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Report for the Banking Sector Q1 2025 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 23 individual metrics for three random Banks we assessed, including:

Overall CX Rankings
Accessibility Rankings
Agent Mastery Rankings
Average wait times
Menu Navigation Times
Total Message Time
Results for each of the five Agency Mastery competencies
The four behaviour scores for the ENGAGE Agent Mastery Competency
Ratings for each of the five Accessibility Metrics

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

Filename	Q1-2025-BANKS-ACXPA-Members-Quartely-Report.pdf
Filesize	139.79 KB
Version	1
Date added	April 28, 2025
Category	Banks (Quarterly Reports)

Australian Banks Q2 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q2 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 23 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.