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 >

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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 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.

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

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.

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: