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 Call Centre Industry Rankings Reports
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.
Australian Call Centre Industry April 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members April 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-April-2025.pdf |
| Filesize | 152.31 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings December 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members December 2024 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-December-2024.pdf |
| Filesize | 98.69 KB |
| Version | 1 |
| Date added | January 13, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry February 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members February 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-February-2025.pdf |
| Filesize | 152.29 KB |
| Version | 1 |
| Date added | April 29, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry January 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members January 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-January-2025.pdf |
| Filesize | 152.32 KB |
| Version | 1 |
| Date added | April 29, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry July 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members July 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | Australian-Call-Centre-Rankings-Monthly-Download-July-2025.pdf |
| Filesize | 152.44 KB |
| Version | 1 |
| Date added | September 2, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry June 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members June 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-June-2025.pdf |
| Filesize | 152.45 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry March 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members March 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-March-2025.pdf |
| Filesize | 152.25 KB |
| Version | 1 |
| Date added | April 29, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry May 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members May 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-May-2025.pdf |
| Filesize | 152.24 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings November 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members November 2024 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-November-2024-Monthly-Report-Template.pdf |
| Filesize | 98.69 KB |
| Version | 1 |
| Date added | December 20, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings October 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members October 2024 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-October-2024-Monthly-Report-Template.pdf |
| Filesize | 98.71 KB |
| Version | 1 |
| Date added | December 19, 2024 |
| Category | Industry Sectors (Monthly) |
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) |
Australian Call Centre Industry Rankings August 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 2023 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 | Australian-Call-Centre-Industry-Performance-August-2023-Download.png |
| Filesize | 165.36 KB |
| Version | 1 |
| Date added | September 19, 2023 |
| Category | Call Centre Ranking Reports, Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings August 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 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-August-2024-Monthly-Report-Template.pdf |
| Filesize | 98.71 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings December 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the December 2023 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 | December-2023-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.07 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings February 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the February 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 | 02-FEB-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.09 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings January 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the January 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 | 01-JAN-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.13 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings July 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the July 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-July-2024-Monthly-Report-Template.pdf |
| Filesize | 98.70 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings June 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the June 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-June-2024-Monthly-Report.pdf |
| Filesize | 98.76 KB |
| Version | 1 |
| Date added | September 15, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings March 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the March 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 | 03-MARCH-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.05 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings May 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the May 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-May-2024.pdf |
| Filesize | 98.88 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Industry Sectors (Monthly) |
