Call Centre Rankings Industry Sectors Quarterly Report Downloads

Download the quarterly 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 quarter you’d like to download below.

You can also download monthly industry sector reports >

View the Latest Call Centre Ranking Reports by Sector:

Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education

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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, 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.

Industry Sectors (Quarterly Trends) (3)

  1. Australian Call Centre Rankings by Industry Sectors Q2 2024

       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 Q2 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

    The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

    • Overall Rankings
    • 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 INDUSTRY-ACXPA-Members-Q2-2024-Quarterly-Report.pdf
    Filesize 163.42 KB
    Version 1
    Date added September 15, 2024
    Category Industry Sectors (Quarterly Trends)
  2. Australian Call Centre Rankings by Industry Sectors Q1 2024

       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 Q1 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

    The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

    • Overall Rankings
    • 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 Q1-2024-ACXPA-Members-INDUSTRY-Quarterly-Report.pdf
    Filesize 165.76 KB
    Version 1
    Date added June 2, 2024
    Category Industry Sectors (Quarterly Trends)
  3. 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)
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