View the results of the Australian Call Centre Rankings Q4 2023 for the Banks, Car Insurance, Energy & Internet Providers, Councils and TAFE Sectors.
Monthly Insights into the Performance of Australian Contact Centres!
Each month, we conduct mystery shopping calls for either sales and/or customer service scenarios into a cross-section of call centres for Australian businesses to provide a real insight into the experience customers are receiving.
Every single mystery shopping call is meticulously assessed against the Australian Contact Centre Quality Standards, containing over 48 different individual performance elements to generate three key metrics:
- The Contact Centre Accessibility Score (CCAS) captures how easy was it to connect to a live contact centre agent with competencies including Search, Design, Ease, Audio and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc)
- The Quality Insights Score (QIS) measures the experience received during the interaction with the live contact centre agent using five core competencies: Engage, Discover, Educate, Close and Energy.
- The Overall Score combines the two scores above with proprietary weightings on the competencies that influence the customer experience the most, and it's this score that is used to determine the overall ranking results.
These results provide us with powerful, independent insights into the performance of the Australian Contact Centre industry, enabling us to ensure that as the premier industry association in Australia, we provide the resources, skills and insights where it matters most to help businesses improve the customer experience and their business results.
This page contains all the year-to-date (YTD) scoring, and you'll also find additional links to our summary monthly reports containing the Australian Contact Centre Rankings overall, plus comprehensive monthly reports for each industry sector.
The Highest and Lowest Ranked Call Centres in Australia
View the highest and lowest ranked call centre across our key metrics below.
This data highlights the disparity between the best and worst contact centres when assessed against the same Australian Contact Centre Quality Standards using the same mystery shopping scenarios.
Call Centre Rankings Key:
POOR
BELOW STANDARD
MEETS STANDARDS
EXCEEDS STANDARD
OUTSTANDING
Australian Industry Sector Leaderboards
View the leaderboards by Industry Sector (YTD)
Leading Call Centres - By Industry Sector
The latest Call Centre Rankings by Industry Sector (reported quarterly).
Additional data is available for each industry sector - just click on the applicable link.
Most Accessible Call Centres - By Industry Sector
The latest accessibility data for Australian Call Centres.
Additional data is available for each industry sector - just click on the applicable link.
Best Call Centre Quality - By Industry Sector
View the latest Quality Score information for call centres in Australia.
Additional data is available for each industry sector - just click on the applicable link.
How ACXPA is driving Australia's Contact Centre industry forward
Working in a Contact Centre has been the first job for millions of Australians and today, over 1.4 million Australians work in a call centre or customer service role.
With a great starting salary (the national average is $57,000 plus Superannuation), and senior roles earning in excess of $200k, working in a call centre can be a rewarding career choice.
Today more than ever, the contact centre is often the sole customer interaction channel as more businesses reduce or remove their retail footprint and move to a digital-only presence.
As all the latest customer experience statistics will demonstrate, the interaction the customer has with the call centre carries enormous consequences.
As an industry association that represents and supports the customer experience (CX) and contact centre industry in Australia, our goal is to help equip new, emerging and existing contact centre managers with the skills, resources, insights, thought leadership and support they need to succeed in what can be often a lonely and challenging role.
We also aim to help educate senior executives outside of the contact centre to better understand the link between providing great customer experiences and better business outcomes (i.e. greater efficiencies, increased profit, higher Lifetime Customer Value) to support more investment into the contact centre(s) within their business.
And finally, we think its important to be transparent about performance - it's up to us an industry to be the voice for our customers within the business and by publishing the results, it makes business stakeholders accountable for the results and it enables customers to make informed decisions about businesses they choose to support with their wallet.
View the Australian Contact Centre Rankings Monthly Reports
Each month we publish a national report that provides an overall summary of the Australian Contact Centre industry performance, containing the leaderboards for each sector along with information on wait times etc.
We also publish industry-sector-specific reports containing additional information for each sector with the links at the bottom of this page.
Note: The Q4 Industry report will be released soon! You can view the latest data for all industry sectors on the links at the bottom of this page.
Australian Call Centre Industry Rankings October 2023
View the results of the October 2023 Australian Call Centre Rankings assessing six different industry sectors.
Australian Call Centre Rankings September 2023
View the results of the September 2023 Australian Call Centre Rankings assessing five different industry sectors.
Australian Call Centre Rankings August 2023
View the results of the August 2023 Australian Call Centre Rankings National Results assessing five different industry sectors.
View Call Centre Rankings by Industry Sector
In addition to the overall industry rankings on this page, we also publish sector-specific reports that can be accessed directly below.