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 Call Centre Industry Rankings Quarterly Trend Reports

Quarterly Trend Reports into the performance of the Australian Call Centre Industry. Select the quarter you'd like to download below.

Or, view the latest public results and information on how we assess the performance of Australian Call Centres>

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

Australian Call Centre Rankings by Industry Sectors Q1 2024

This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Q1 2024 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:

Overall CX Rankings
Agent Mastery Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Agent Mastery Competencies

This download is a data table in PDF Format. View more insights on your Members Call Centre Rankings Dashboard >

Filename	Q1-2024-ACXPA-Members-INDUSTRY-Quarterly-Report.pdf
Filesize	165.76 KB
Version	1
Date added	June 2, 2024
Category	Industry Sectors (Quarterly Trends)

Australian Call Centre Rankings by Industry Sectors Q1 2025

This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Q1 2025 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:

Overall CX Rankings
Agent Mastery Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Agent Mastery Competencies

This download is a data table in PDF Format (A3 size). View more insights on your Members Call Centre Rankings Dashboard >

Filename	Q1-2025-Australia-ACXPA-Members-Quarterly-Report.pdf
Filesize	135.09 KB
Version	acxpa members quarterly report
Date added	July 14, 2025
Category	Industry Sectors (Quarterly Trends)

Australian Call Centre Rankings by Industry Sectors Q2 2024

This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Q2 2024 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:

Overall CX Rankings
Agent Mastery Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Agent Mastery Competencies

This download is a data table in PDF Format. View more insights on your Members Call Centre Rankings Dashboard >

Filename	INDUSTRY-ACXPA-Members-Q2-2024-Quarterly-Report.pdf
Filesize	163.42 KB
Version	1
Date added	September 15, 2024
Category	Industry Sectors (Quarterly Trends)

Australian Call Centre Rankings by Industry Sectors Q2 2025

This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Q2 2025 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:

Overall CX Rankings
Agent Mastery Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Agent Mastery Competencies

This download is a data table in PDF Format (A3 size). View more insights on your Members Call Centre Rankings Dashboard >

Filename	Q2-2025-Australia-ACXPA-Members-Quarterly-Report.pdf
Filesize	134.47 KB
Version	acxpa members quarterly report
Date added	July 14, 2025
Category	Industry Sectors (Quarterly Trends)

Australian Call Centre Rankings by Industry Sectors Q3 2024

This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Q3 2024 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:

Overall CX Rankings
Agent Mastery Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Agent Mastery Competencies

This download is a data table in PDF Format. View more insights on your Members Call Centre Rankings Dashboard >

Filename	INDUSTRY-ACXPA-Members-Q3-2024-Quarterly-Report.pdf
Filesize	164.54 KB
Version	1
Date added	December 19, 2024
Category	Industry Sectors (Quarterly Trends)

Australian Call Centre Rankings by Industry Sectors Q4 2024

This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Q4 2024 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:

Overall CX Rankings
Agent Mastery Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Agent Mastery Competencies

This download is a data table in PDF Format. View more insights on your Members Call Centre Rankings Dashboard >

Filename	INDUSTRY-ACXPA-Members-Q4-2024-Quarterly-Report.pdf
Filesize	163.94 KB
Version	1
Date added	January 13, 2025
Category	Industry Sectors (Quarterly Trends)

Australian Call Centre Rankings by Industry Sectors Q4 2023

This download is only available for ACXPA Members. Learn more >

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q4 2023 that assessed the performance of call centres across six industry sectors in Australia.

The summary data includes the following by industry sector:

Overall performance scores
Quality Scores
Accessibility scores
Average wait times
Calls Answered percentages
Menu Navigation times
Average Call Durations
Scores for each of the five Quality Competencies

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings >

To view industry sector-specific downloads you can download, click here >

Filename	Q4-2023-National-Call-Centre-Rankings-ACXPA-Members-Download.pdf
Filesize	162.34 KB
Version	1
Date added	February 26, 2024
Category	Industry Sectors (Quarterly Trends)