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
Australian Councils Call Centre Rankings Reports (Quarterly)
Monthly Insights into the performance of Call Centres for Councils across Australia. Select the month you'd like to download below.
Or, view the latest public results and information on how we assess the performance of the councils >
You must be an ACXPA Member to download the reports! Learn more >
Australian Councils Q1 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector Q1 2024 Call Centre Rankings.
This report contains summary data for three random Councils 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 COUNCILS 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 Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
| Filename | 01-Q1-2024-COUNCILS-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 82.41 KB |
| Version | 1 |
| Date added | May 27, 2024 |
| Category | Councils (Quarterly Reports) |
Australian Councils Q1 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Councils Sector Q1 2025 Call Centre Rankings.
This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils 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 Councils >
| Filename | Q1-2025-COUNCILS-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 139.28 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Councils (Quarterly Reports) |
Australian Councils Q2 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector Q2 2024 Call Centre Rankings.
This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils 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 COUNCILS 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 Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
| Filename | COUNCILS-ACXPA-Members-Q2-Quarterly-Report.pdf |
| Filesize | 93.70 KB |
| Version | 1 |
| Date added | September 13, 2024 |
| Category | Councils (Quarterly Reports) |
Australian Councils Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Councils Sector Q2 2025 Call Centre Rankings.
This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils 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 Councils >
| Filename | Q2-2025-COUNCILS-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 139.40 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Councils (Quarterly Reports) |
Australian Councils Q3 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector Q3 2024 Call Centre Rankings.
This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils 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 see the data for your call centre and ANY FIVE COUNCILS you nominate, purchase our Council’s CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your Council.
- Downland other Council sector reports >
- View the quarterly public reports for Australian Councils and trend data >
| Filename | COUNCILS-ACXPA-Members-Q3-2024-Quarterly-Report-1.pdf |
| Filesize | 91.04 KB |
| Version | 1 |
| Date added | December 17, 2024 |
| Category | Councils (Quarterly Reports) |
Australian Councils Q4 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector Q4 2024 Call Centre Rankings.
This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils 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 Councils >
| Filename | ACXPA_Members-Quarterly-Report-Councils-Q4-2024.pdf |
| Filesize | 139.14 KB |
| Version | 1 |
| Date added | February 25, 2025 |
| Category | Councils (Quarterly Reports) |
