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.

Internet Retailers Call Centre Rankings Reports (Quarterly)

Quarterly Insights into the performance of Call Centres for Australian Internet Retailers. 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 Internet Retailers >

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

Internet Retailers Q1 2024

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q1 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three internet retailers 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 INTERNET RETAILERS 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 business.

Filename	Q1-2024-Internet-Retailers-ACXPA-Members-Report.pdf
Filesize	81.49 KB
Version	1
Date added	May 31, 2024
Category	Internet Retailers (Quarterly Reports)

Internet Retailers Q1 2025

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

Download the ACXPA Members Q1 2025 quarterly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, 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 gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

Filename	ACXPA-Members-Quarterly-Report-Internet-Retailers-Q1-2025.pdf
Filesize	138.92 KB
Version	1
Date added	April 28, 2025
Category	Internet Retailers (Quarterly Reports)

Internet Retailers Q2 2024

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q2 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three internet retailers 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	INTERNET-ACXPA-Members-Q2-2024-Quarterly-Report.pdf
Filesize	88.08 KB
Version	1
Date added	November 11, 2024
Category	Internet Retailers (Quarterly Reports)

Internet Retailers Q2 2025

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

Download the ACXPA Members Q2 2025 quarterly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, 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 gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

Filename	ACXPA-Members-Quarterly-Report-Internet-Retailers-Q2-2025.pdf
Filesize	139.19 KB
Version	1
Date added	July 14, 2025
Category	Internet Retailers (Quarterly Reports)

Internet Retailers Q3 2024

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q3 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three internet retailers 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 INTERNET RETAILERS YOU NOMINATE, purchase our Internet Retailers CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

- Download other internet sector reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >

Filename	INTERNET-ACXPA-Members-Q3-2024-Quarterly-Report.pdf
Filesize	87.79 KB
Version	1
Date added	December 13, 2024
Category	Internet Retailers (Quarterly Reports)

Internet Retailers Q4 2024

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

Download the ACXPA Members Q4 2024 quarterly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, 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 gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

Filename	ACXPA-Members-Quarterly-Report-Internet-Retailers-Q4-2024.pdf
Filesize	138.82 KB
Version	1
Date added	March 5, 2025
Category	Internet Retailers (Quarterly Reports)