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
- Subcategories:
- Banks (Monthly Reports) (16)
- Banks (Quarterly Reports) (3)
- Car Insurance (Monthly Reports) (14)
- Car Insurance (Quarterly Reports) (3)
- Councils (Monthly Reports) (16)
- Councils (Quarterly Reports) (3)
- Energy Retailers (Monthly Reports) (16)
- Energy Retailers (Quarterly Reports) (3)
- Industry Sectors (Monthly) (16)
- Industry Sectors (Quarterly Trends) (4)
- Internet Retailers (Monthly Reports) (16)
- Internet Retailers (Quarterly Reports) (3)
- TAFEs and Education (Monthly Reports) (16)
- TAFEs and Education (Quarterly Reports) (3)
Call Centre Ranking Reports for Download
Each month, we publish the Australian Call Centre Rankings reports, which provide insights into the performance of the Australian Contact Centre industry.
We conduct random mystery shopping calls and then assess the experience against the ACXPA Contact Centre Quality Standards.
ACXPA Members can download all reports, but ACXPA Subscribers only have limited access to some reports.
You can also filter by industry sector subcategory by clicking on the links above.
Learn more about our Membership options >
View the public (free) Call Centre Ranking Reports here >
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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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.
- View other Bank reports to download >
- View the published monthly reports for Australian Banks and YTD trend data >
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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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 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.
- View other Bank reports to download >
- View the published monthly reports for Australian Banks and YTD trend data >
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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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.
- View other available monthly reports downloads>
- View the public reports each month for Australian Banks >
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) |
Australian Banks October 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector October 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | BANKS-ACXPA-Members-Monthly-Report-October-2024-3.pdf |
| Filesize | 83.77 KB |
| Version | 1 |
| Date added | December 17, 2024 |
| Category | Banks (Monthly Reports) |
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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | BANKS-ACXPA-Members-Q2-2024-Quarterly-Report.pdf |
| Filesize | 88.35 KB |
| Version | 1 |
| Date added | September 16, 2024 |
| Category | Banks (Quarterly Reports) |
Australian Banks Q3 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Banking Sector Q3 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | BANKS-ACXPA-Members-Q3-2024-Quarterly-Report-2.pdf |
| Filesize | 88.97 KB |
| Version | 1 |
| Date added | December 17, 2024 |
| Category | Banks (Quarterly Reports) |
Australian Banks September 2023
Download a summary of the key results for the Banking Sector September 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 | Australian-Banks-Summary-Results-Download.png |
| Filesize | 211.40 KB |
| Version | 1 |
| Date added | November 4, 2023 |
| Category | Banks (Monthly Reports) |
Australian Banks September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector September 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | BANKS-ACXPA-Members-Monthly-Report-Sep-2024.pdf |
| Filesize | 87.17 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Banks (Monthly Reports) |
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) |
