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:
- Aged Care (Monthly Reports) (4)
- Aged Care (Quarterly Reports) (2)
- Banks (Monthly Reports) (23)
- Banks (Quarterly Reports) (6)
- Car Insurance (Monthly Reports) (21)
- Car Insurance (Quarterly Reports) (6)
- Councils (Monthly Reports) (23)
- Councils (Quarterly Reports) (6)
- Education (Monthly Reports) (23)
- Education (Quarterly Reports) (6)
- Energy Retailers (Monthly Reports) (23)
- Energy Retailers (Quarterly Reports) (6)
- Industry Sectors (Monthly) (23)
- Industry Sectors (Quarterly Trends) (7)
- Internet Retailers (Monthly Reports) (23)
- Internet Retailers (Quarterly Reports) (6)
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 Aged Care Providers April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector, April 2025 Call Centre Rankings.
This report contains summary data for three random Aged Care Providers 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 Aged Care Providers >
| Filename | ACXPA-Members-Monthly-Report-Aged-Care-April-2025.pdf |
| Filesize | 143.25 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Aged Care (Monthly Reports) |
Australian Aged Care Providers June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector, June 2025 Call Centre Rankings.
This report contains summary data for three random Aged Care Providers 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 Aged Care Providers >
| Filename | ACXPA-Members-Monthly-Report-Aged-Care-June-2025.pdf |
| Filesize | 143.52 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Aged Care (Monthly Reports) |
Australian Aged Care Providers March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector, March 2025 Call Centre Rankings.
This report contains summary data for three random Aged Care Providers 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 Aged Care Providers >
| Filename | ACXPA-Members-Monthly-Report-Aged-Care-March-2025.pdf |
| Filesize | 142.86 KB |
| Version | 1 |
| Date added | April 27, 2025 |
| Category | Aged Care (Monthly Reports) |
Australian Aged Care Providers May 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector, May 2025 Call Centre Rankings.
This report contains summary data for three random Aged Care Providers 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 Aged Care Providers >
| Filename | ACXPA-Members-Monthly-Report-Aged-Care-May-2025.pdf |
| Filesize | 143.33 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Aged Care (Monthly Reports) |
Australian Aged Care Providers Q1 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector Q1 2025 Call Centre Rankings.
This report contains Aged Care sector averages for 43 metrics, plus 23 individual metrics for three randomly selected aged care providers 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 Agent Mastery competencies
- The four behaviour scores for the ENGAGE Agent Mastery Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Aged Care Providers >
| Filename | Q1-2025-AGED-CARE-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 139.43 KB |
| Version | 1 |
| Date added | April 27, 2025 |
| Category | Aged Care (Quarterly Reports) |
Australian Aged Care Providers Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector Q2 2025 Call Centre Rankings.
This report contains Aged Care sector averages for 43 metrics, plus 23 individual metrics for three randomly selected aged care providers 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 Agent Mastery competencies
- The four behaviour scores for the ENGAGE Agent Mastery Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Aged Care Providers >
| Filename | Q2-2025-AGED-CARE-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 139.38 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Aged Care (Quarterly Reports) |
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 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.
- 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 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.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| 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.
- 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 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.
- 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 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.
- 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 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.
- 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) |
