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 Car Insurance Call Centre Rankings Reports (Quarterly)

Quarterly Insights into the performance of Call Centres for Australian Car Insurance companies. Select the month you'd like to download below.

Or, view the latest public results and information on how we assess the performance of car insurance companies in Australia >

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

Car Insurance Q1 2024

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

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

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance 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 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 CAR INSURANCE PROVIDERS 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.

Filename	01-Q1-2024-CAR-INSURANCE-ACXPA-Members-Quarterly-Report.pdf
Filesize	80.99 KB
Version	1
Date added	May 26, 2024
Category	Car Insurance (Quarterly Reports)

Car Insurance Q1 2025

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

Download the ACXPA Members Summary Report for the Car Insurance Sector Q1 2025 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers we assessed, including:

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

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

Filename	Q1-2025-CAR-INSURANCE-ACXPA-Members-Quarterly-Report.pdf
Filesize	139.03 KB
Version	1
Date added	April 28, 2025
Category	Car Insurance (Quarterly Reports)

Car Insurance Q2 2024

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

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

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance 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 Quality competencies
The four behaviour scores for the ENGAGE Quality Competency
Summary scores for each of the five Accessibility competencies

Filename	CAR-INSURANCE-ACXPA-Members-Q2-2024-Quarterly-Report.pdf
Filesize	90.25 KB
Version	1
Date added	September 12, 2024
Category	Car Insurance (Quarterly Reports)

Car Insurance Q2 2025

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

Download the ACXPA Members Summary Report for the Car Insurance Sector Q2 2025 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers we assessed, including:

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

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

Filename	Q2-2025-CAR-INSURANCE-ACXPA-Members-Quarterly-Report.pdf
Filesize	138.86 KB
Version	1
Date added	July 14, 2025
Category	Car Insurance (Quarterly Reports)

Car Insurance Q3 2024

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

Download the ACXPA Members Summary Report for the Car Insurance Sector Q3 2024 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance 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 see the data for ANY FIVE CAR INSURANCE PROVIDERS YOU NOMINATE, purchase our Car Insurers CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names.

Filename	CAR-INSURANCE-ACXPA-Members-Q3-2024-Quarterly-Report-1.pdf
Filesize	88.24 KB
Version	1
Date added	December 19, 2024
Category	Car Insurance (Quarterly Reports)

Car Insurance Q4 2024

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

Download the ACXPA Members Summary Report for the Car Insurance Sector Q4 2024 Call Centre Rankings.

This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers we assessed, including:

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

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

Filename	ACXPA-Members-Quarterly-Report-Car-Insurance-Q4-2024.pdf
Filesize	139.06 KB
Version	1
Date added	January 11, 2025
Category	Car Insurance (Quarterly Reports)