View the mystery shopping results of the Australian Call Centre Industry Rankings Q1 2024 containing benchmarking data from over 80 metrics.
Mystery Shopping Results for 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 80 different individual performance elements to generate three key metrics:
- The ACCESS Score reflects 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 Score (QIS) reflects the customer experience received during the interaction with the live contact centre agent using five core competencies: Engage, Discover, Educate, Close and Energy.
- The Overall Ranking 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 a summary of the most recent quarter along with some lifetime averages.
For more information and data for each industry sector we assess, there are links to additional reports and downloads throughout the page.
Table of Contents:
- Introduction
- Highest & Lowest Ranked Call Centres in Australia
- Industry Sector Leaderboards
- Overall Rankings by Sector
- Best Access by Sector
- Best Quality by Sector
Lifetime Average Data (ACXPA Members only)
- Top 3 & Lowest Call Centres - Overall Rankings
- Top 3 & Lowest Call Centres - Best Access
- Top 3 & Lowest Call Centres - Best Quality
- Top 3 & Lowest Call Centres - Calls Answered Percentage
- Top 3 & Lowest Call Centres - Average Wait Time
- Top 3 & Lowest Call Centres - Total Access Time
Downloads & Links
- Monthly Industry Report Downloads (ACXPA Subscribers & Members only)
- Quarterly Industry Trend Reports (ACXPA Members only)
- Quarterly Media Releases
- Links to Individual Sector Reports
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 OVER 80 METRICS FOR YOUR CALL CENTRE!
To see over 80 metrics for your call centre, and any five competitors you nominate, please refer to our Contact Centre CX Benchmarking service >
Most Recent Quarter - Leading Call Centres in Australia
View the highest and lowest-ranked call centres across four 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
Most Recent Quarter - Australian Industry Sector Leaderboards
View the leaderboards by Industry Sector (YTD)
Most Recent Quarter - Overall Rankings by Industry Sector
The latest Call Centre Rankings by Industry Sector (most recent quarter).
Additional data is available for each industry sector - just click on the applicable link.
Most Recent Quarter - Most Accessible Call Centres by Industry Sector
The Access Score captures how easy it was to connect to a live contact centre agent, with five core components including Search, Design, Ease, Audio, and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc.).
Over 40 individual metrics are captured, including average wait times, number of IVR layers, whether a call-back service was offered, the length of messages, time taken to navigate menu options and lots more.
Most Recent Quarter - Best Call Centre Quality by Industry Sector
The Quality Score measures the experience received during the interaction with the live contact centre agent across five core competencies ( Engage, Discover, Educate, Close and Energy) and 18 individual behaviours. Learn more >
Australian Contact Centre Rankings Monthly Report Downloads
Australian Contact Centre Rankings Quarterly Trend Reports Download
Australian Contact Centre Rankings Quarterly Reports
Each quarter, we publish a free 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.
Australian Call Centre Industry Rankings Q4 2023
View the results of the Australian Call Centre Rankings Q4 2023 for the Banks, Car Insurance, Energy & Internet Providers, Councils and TAFE Sectors.
LIFETIME AVERAGE DATA
View the Lifetime average leaderboards for four key metrics:
- Overall Rankings
- Best Access
- Best Quality
- Average Wait Times
To see over 80 metrics for your call centre, and any five competitors you nominate, please refer to our Contact Centre CX Benchmarking service >
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.
How to gain exclusive Voice of the Customer (Voc) insights for your Call Centre & Industry Sector
Purchase our Contact Centre CX Benchmarking Service, and you’ll receive the following:
- Six Mystery Shopping calls into your call centre each month. Each call is assessed against over 80 different metrics and you'll receive the quality assessor’s notes, the employee’s name (where provided) and the full call recording.
- Benchmarking data for any five competitors that you nominate so you can compare your performance against other call centres in the same sector that matter to you.
- Aggregate (sector) data for all the other call centres we assess to provide you with sector-wide results to further compare your results.
- A monthly email with data to track your performance.
- A quarterly report containing insights and trends that are easy to understand, along with personalised, actionable recommendations to help improve your performance.
- An optional Quarterly Insights workshop for your team (conducted live via Zoom) that can provide additional insights, coaching and guidance.
- Access to best-practice training that will deliver improved results for both your customers and your business.