Subscribers & Members Only! View the Q4 2023 Australian Call Centre Industry Rankings Reporting revealing insights into the top call centre performers in the country assessed against the Australian...
Welcome to Australia’s Premier Call Centre Benchmarking Resource At ACXPA, we’re setting the standard for excellence in the Australian call centre industry. Since August 2023, we’ve been conducting live mystery shopping calls across six key sectors—Banks, Car Insurance Providers, Councils, Energy Retailers, Internet Retailers, and Education Providers—to capture genuine, actionable insights into real-world performance. Unlike traditional surveys, our data is based on authentic customer interactions, delivered by trained Australian mystery shoppers posing as real customers. This approach provides unparalleled Voice of Customer (VoC) insights, helping you understand how call centres are performing when it matters most. Access Benchmarking Data That Drives Results Whether you’re just exploring or fully invested in improving your call centre’s performance, we have something for everyone: • Free Data: Gain a snapshot of industry performance through quarterly reports featuring summary benchmarking insights. • Subscriber and Member Benefits: Unlock deeper, more detailed monthly reports with exclusive data and analysis across sectors. • Contact Centre Cx Benchmarking Service: Dive even deeper with our tailored service, comparing your call centre’s performance across 80+ metrics with up any five competitors of your choice. Learn more > ACXPA’s benchmarking initiative offers valuable insights into the performance of Australian call centres, providing a detailed analysis of the customer experience across a wide range of industries. This comprehensive evaluation is built on over 80 metrics derived from our Contact Centre CX Benchmarking service. It provides call centres with an independent view of their performance, benchmarked against the Australian Call Centre Quality Standards and the performance of any five nominated competitors. When businesses consistently achieve high ratings in these core competencies, there is a direct correlation to improved business metrics however you measure them, such as improved Sales Conversions, NPS, Customer Effort Score, efficiency, reduced AHT, etc. The standards apply to all contact centres and are adapted to customer service or sales calls. • Agent Mastery rankings reflects the soft skills and effectiveness of agents in their live interactions with customers. It is assessed across five core competencies—Engage, Discover, Educate, Close, and Energy—and 18 call-handling behaviours. These metrics are designed to correlate directly with improved customer satisfaction and better business outcomes. • Accessibility measures how easy it was to connect to a live agent, assessed using over 40 metrics, including average wait times, hold times, the number of IVR options (e.g., press 1 for this, 2 for that), and the time spent listening to recorded messages. • Overall CX Rankings are a culmination of the Agent Mastery and Accessibility scores, which use weightings applied to key metrics and behaviours that significantly influence the overall customer experience, and deductions for factors that detract from it. • Calls Answered Percentage measures the percentage of calls answered within 10 minutes (sales related calls) or 15 minutes (general enquiries). • Average Wait Time captures the time customers are placed in the queue until a live agent answers the call. Moving Australia's Contact Centre Industry Forward The contact centre is a vital part of Australia’s economy and customer service landscape. While over 1.4 million Australians work in customer service roles, contact centres represent a significant proportion of this workforce and often serve as the first step in a rewarding career. With over 75% of contact centre managers starting their careers on the phone, and senior roles offering salaries exceeding $200k, it’s a sector with immense opportunity. Today, as businesses shift to digital-only models and automation continues to grow, the role of live call centre agents remains crucial. Real conversations still have a profound impact on customer satisfaction, loyalty, and business outcomes. At ACXPA, we’re committed to: • Empowering contact centre professionals with the tools, skills, and insights to deliver exceptional customer experiences. • Advocating for greater investment in contact centres by helping senior executives understand the link between great CX and better business outcomes, like higher efficiency and profitability. • Promoting transparency and excellence, giving unbiased recognition to top-performing call centres while driving accountability for improvement. By providing free and exclusive data, benchmarking tools, and resources, we’re helping contact centres across Australia achieve optimal outcomes for customers, employees, and businesses alike. Mystery shopping replicates a real customer experience. And to be blunt, customers don’t know—or care—if they: • Called during an unusually busy time. • Were connected to a new agent on their first day. • Spoke to an agent having an off day. • Called while there were system issues. • Encountered higher-than-scheduled sick leave. • Reached out during a seasonal peak. Real customers don’t think about sample sizes or the thousands of other calls your call centre handles daily. They only care about their call—and will make all their judgments and decisions based on that single experience. That’s what our Call Centre Rankings reports capture: what a random, real customer can and does experience. All calls are conducted by our Australian-based assessors and independently reviewed by three separate evaluators. To ensure a fair snapshot of customer experiences, we contact each business at various times and on different days. To maintain the integrity and anonymity of the process, we focus on scenarios that don’t require sensitive details like account or serial numbers. The majority of our assessments involve new business enquiries about a company’s products or services. While we don’t claim to reflect every customer’s experience, our results provide an authentic assessment of the calls we made, measured against what we believe to be industry best-practice standards using our Contact Centre CX Benchmarking framework. Below are the Australian Call Centre Industry Leaderboards, showcasing the top three contact centres in Australia across four key metrics for the most recent quarter. This data highlights the significant performance disparity between the lowest- and highest-performing contact centres, as assessed through the same framework used in our Contact Centre CX Benchmarking service. Below you can view the leaderboards by Industry Sector for the most recent quarter, showing the different experiences currently experienced by consumers when attempting contact with businesses from various industry sectors. The four metrics below are just a fraction of the 80+ metrics we assess; Subscribers and Members gain additional insights (including the leaderboards for each sector) and for the ultimate insights into the performance of your call centre, and any five nominated competitors, explore our Contact Centre CX Benchmarking Services > Below you can view the trends by Industry Sector, showing the different experiences currently experienced by consumers when attempting contact with businesses from various industry sectors. For more detailed insights for each sector, go directly to the sector reports: Banks | Car Insurance | Councils | Education | Energy | Internet Each quarter, we publish a free national report that provides an executive summary of the Australian Contact Centre industry performance, containing the leaderboards for each sector along with quarterly trends and additional insights. Click on a report below to view: Gain Exclusive Voice of the Customer (Voc) Insights for YOUR Call Centre Unlock powerful CX benchmarking insights with our Contact Centre CX Benchmarking Service: ✅ Six Mystery Shopping Calls Per Month – Assessed against 80+ metrics, with quality assessor notes, employee names (where available), and full call recordings. ✅ Competitor Benchmarking – Compare your performance against five nominated competitors in your sector. ✅ Industry-Wide Insights – Access sector-wide data to see how you stack up against others. ✅ Monthly & Quarterly Reporting – Receive monthly performance tracking and quarterly reports with trends, insights, and actionable recommendations. ✅ Optional Quarterly Insights Workshop – Live Zoom coaching to dive deeper into results and drive improvements. ✅ Access to Best-Practice Training – Improve CX with expert-led training programs for measurable business impact. ? Get started today and gain the insights you need to enhance customer experience and outperform the competition! ? In addition to the overall industry rankings on this page, we also publish sector-specific reports that can be accessed directly below. These sector-specific reports offer insights and rankings for individual contact centres, alongside sector averages, providing deeper understanding of contact centre performance and the customer experience when interacting with them. Curious about the Call Centre Rankings for other industry sectors? Performance based on initial enquiries from families and carers regarding aged care options and service availability. Rankings based on new product sales calls, including home loans, credit cards, and personal banking enquiries. Metrics focused on new car insurance sales calls, covering quote requests, policy comparisons, and onboarding. Rankings based on prospective student enquiries, including course information, application support, and enrolment processes. Performance on new sales enquiries, such as plan switches, new connections, and customer acquisition. Call handling performance for new internet service enquiries, including provider switching and new home setups. Metrics based on general enquiries from ratepayers, covering council services, rates, and local support. Can’t find your industry listed? Learn about how to gain valuable insights for any industry sector.
Australian Call Centre Quality Standards
The Truth About Call Centre Mystery Shopping
Leading Call Centres in Australia
Overall CX LeaderboardBest Call Centres in Australia - Q1 2026The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery. Industry Average50.7%
Accessibility LeaderboardBest Call Centres in Australia - Q1 2026Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options. Industry Average61.8%
Agent Mastery LeaderboardBest Call Centres in Australia - Q1 2026Assesses the soft skills, professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies. Industry Average53.1%
Wait Times LeaderboardBest Call Centres in Australia - Q1 2026Tracks the average time customers spend waiting to connect with a live agent, (once in the queue) demonstrating the organisation’s responsiveness.Industry Average02:28
Thanks to the support of our amazing sponsors, we are able to conduct independent, vendor-agnostic research right here in Australia, providing you with valuable insights into the industry.
Australian Industry Sector Leaderboards
This content is made possible thanks to the generous support of our sponsors who are helping us elevate the conversation around CX and contact centres across Australia.
Australian Industry Sector Trends
Average Wait Times (by Sector)The average time a customer waited after being placed in the queue waiting to speak to a live agent (after making menu selections and listening to any recorded messages).
Calls Answered Percentage (by Sector)The percentage of mystery shopping calls not answered by a live agent within 10 minutes (sales scenarios) or 15 minutes (service scenarios).
Thanks to the ongoing support of our sponsors, we’re able to keep publishing independent, high-quality resources that help lift the standard of service across Australia.
Average Talk Times (by Sector)The average time spent talking to a customer (including any time if they were placed on hold).
Average Message Time (by Sector)The average time customers spend listening to recorded messages before being placed in the queue.
Australian Contact Centre Rankings Quarterly Reports
View Call Centre Rankings by Industry Sector
Aged Care
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Energy Retailers
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