Australia’s Best Performing Call Centres
Forget marketing spin and glossy award submissions – these rankings are based on what actually matters: real customer experiences, independently benchmarked against national standards.
This page showcases the contact centres delivering the highest levels of customer experience in Australia. Unlike traditional awards based on written submissions and subjective judging, these rankings are drawn from real-world performance data — measured using the ACXPA Contact Centre CX Standards, our nationally recognised framework that defines what ‘good’ really looks like.
Here you’ll find the latest quarterly results across four key metrics — providing a transparent view of which centres are leading the way.
ACXPA Members get even more, with exclusive access to monthly updates and rolling leaderboards for the latest month, past 3 months, and past 6 months — spanning 12+ detailed Contact Centre CX metrics.
Learn more about ACXPA — the independent, industry-led association working to raise the bar for customer experience and contact centres across Australia.
As a Subscriber, you’ve unlocked additional industry insights — but ACXPA Members go even further. Members get access to monthly updates and leaderboards for 12+ metrics across rolling timeframes.
Upgrade to Membership to see the full picture of who’s delivering Australia’s best customer experiences.
, as a member, you also have access to even more! To access monthly updates, rolling leaderboards, and 12+ detailed metrics across the past 6 and 12 months, visit your exclusive Members-Only Leaderboards >
To access the full leaderboards and monthly updates across 12+ metrics, you’ll need to log in using an Individual Membership.
Need help? Visit our Business Member Support Page >
To access the full leaderboards and monthly updates across 12+ metrics, you’ll need to log in using an Individual Membership.
Need help? Visit our Vendor Member Support Page >
Assessed Using the Contact Centre CX Standards
Built on real interactions. Benchmarked independently.
Rankings are based on what customers actually experience when contacting centres – not surveys, submissions or marketing spin.
What These Rankings Measure
These rankings are based on real customer interactions with Australian contact centres – specifically focused on general enquiries and sales-related calls that allow our mystery shoppers to remain anonymous. Complex technical support, account-specific queries, complaints, and other uncommon scenarios are excluded to ensure fairness and consistency across all sectors.
The four metrics shown below are a public snapshot of performance from the ACXPA Contact Centre CX Standards – our national framework that captures over 80 individual CX metrics and defines what ‘good’ really looks like in contact centre service delivery.
Overall CX
A combined score that measures both accessibility and the quality of the agent interaction – giving a complete picture of customer experience delivery.
Accessibility
Evaluates how easy it is for customers to reach a live person – factoring in website navigation, IVR menus, queueing, and agent availability.
Agent Mastery
Assesses agent capability across five core competencies – Engage, Discover, Educate, Close, and Impact – based on observable behaviours during real calls.
Average Wait Time
Tracks how long customers typically wait before speaking with a real person – a direct indicator of resourcing, demand management, and accessibility.
Overall CX
Our Overall CX metric is the ultimate measure of what really matters – how easy it is for customers to reach a real person, and the quality of that interaction once they do.
It’s the headline indicator of service excellence in Australian contact centres, combining accessibility with agent capability to show who’s truly delivering a great customer experience.
OVERALL CX LEADERBOARD
Best Call Centres in Australia - Q1 2025See which call centres lead the way in Overall CX - the ultimate metric for delivering high quality service.
2. RED ENERGY (ENERGY Sector)72.7% 5. HOLMESGLEN INSTITUTE (EDUCATION Sector)68.4%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
OVERALL CX LEADERBOARD
Best in Australia - March 2025Australia’s Top Call Centres for Overall CX – combining access and agent skill to deliver the best end-to-end experiences.
1. HOLMESGLEN INSTITUTE (EDUCATION Sector)89.4% 3. AUSSIE BROADBAND (INTERNET Sector)76.1% 4. RED ENERGY (ENERGY Sector)74.8%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
OVERALL CX LEADERBOARD
Best in Australia - Last 3 MonthsAustralia’s Top Call Centres for Overall CX – combining access and agent skill to deliver the best end-to-end experiences.
3. HUME BANK (BANKS Sector)69.2% 4. RED ENERGY (ENERGY Sector)68.4% 5. CITY OF ONKAPARINGA (COUNCILS Sector)68.4%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
OVERALL CX LEADERBOARD
Best in Australia - Last 6 MonthsAustralia’s Top Call Centres for Overall CX – combining access and agent skill to deliver the best end-to-end experiences.
3. RED ENERGY (ENERGY Sector)68.9% 5. HOLMESGLEN INSTITUTE (EDUCATION Sector)67.3%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
OVERALL CX LEADERBOARD
Best Call Centres in Australia - Q1 2025See which call centres lead the way in Overall CX - the ultimate metric for delivering high quality service.
2. RED ENERGY (ENERGY Sector)72.7% 5. HOLMESGLEN INSTITUTE (EDUCATION Sector)68.4%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🔒
Access the Full Call Centre Rankings Leaderboards
ACXPA, you’re a member – which means you get access to all the good stuff!
View detailed leaderboard data and insights across 12+ metrics, updated monthly.
View the Members-Only Data
The Overall CX Rankings gauge how effortlessly customers can connect with and communicate to a live customer service agent via the contact centre channel.
The final score is calculated using over 80 individual metrics drawn from across the customer journey. These include factors such as wait times, IVR usability, voice quality, agent soft skills and behaviours, and more.
Each metric is weighted according to its impact on the customer experience. For example, Agent Mastery is weighted more heavily than accessibility – because a flawless connection is meaningless if the agent delivers a poor experience.
To learn more about how these metrics align with our best-practice approach, view the Contact Centre CX Standards.
Accessibility
Our Accessibility metric assesses how easy it is for customers to reach a live human agent through a contact centre — quickly, clearly, and without frustration.
It measures the design, flow, and usability of the entire access journey — from finding the phone number to navigating the IVR, all the way through to queueing and wait times. Great CX starts with being easy to reach.
ACCESSIBILITY LEADERBOARD
Best Call Centres in Australia - Q1 2025Australia’s Easiest Contact Centres to Reach – ranked for fast, seamless access to a real person.
1. TASTAFE99.0%
2. DODO INTERNET95.8%
3. ENGIE95.7%
4. SILVERCHAIN93.7%
5. IINET93.1%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
ACCESSIBILITY LEADERBOARD
Best in Australia - March 2025Australia’s Easiest Contact Centres to Reach – ranked for fast, seamless access to a real live person.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
ACCESSIBILITY LEADERBOARD
Best in Australia - Last 3 MonthsAustralia’s Easiest Contact Centres to Reach – ranked for fast, seamless access to a real person.
4. AUSSIE BROADBAND (INTERNET Sector)92.2% 5. RED ENERGY (ENERGY Sector)91.9%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
ACCESSIBILITY LEADERBOARD
Best in Australia - Last 6 MonthsAustralia’s Easiest Contact Centres to Reach – ranked for fast, seamless access to a real person.
5. AUSSIE BROADBAND (INTERNET Sector)91.3%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
ACCESSIBILITY LEADERBOARD
Best Call Centres in Australia - Q1 2025Australia’s Easiest Contact Centres to Reach – ranked for fast, seamless access to a real person.
1. TASTAFE99.0%
2. DODO INTERNET95.8%
3. ENGIE95.7%
4. SILVERCHAIN93.7%
5. IINET93.1%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
🔒
Access the Full Call Centre Rankings Leaderboards
ACXPA, you’re a member – which means you get access to all the good stuff!
View detailed leaderboard data and insights across 12+ metrics, updated monthly.
View the Members-Only Data
The Accessibility Rankings assess how simple and seamless it is for customers to connect with a live agent when contacting an organisation by phone.
The metric evaluates 48 distinct accessibility factors across five key categories: Search, Design, Ease, Audio, and Timing — covering everything from how easily customers can find your number, to how fast they navigate your IVR and reach a queue.
Each factor is scored and weighted to reflect its impact on customer effort. A well-designed, intuitive access journey can significantly reduce frustration and improve CX outcomes.
To learn more about how these metrics align with our best-practice approach, view the Contact Centre CX Standards.
Agent Mastery
Our Agent Mastery metric captures what automation can’t – the human connection. It measures the quality of communication, confidence and care delivered by your frontline team.
From the moment an agent greets a customer to how they close the call, this metric reveals who’s building trust, creating clarity, and delivering real value in every interaction. It’s not about scripts – it’s about skill, empathy and execution.
Agent Mastery is where great customer experiences are made or lost – and this metric shows you exactly who’s getting it right.
AGENT MASTERY LEADERBOARD
Best Call Centres in Australia - Q1 2025Australia’s Best Frontline Agents – delivering confident, clear and customer-focused conversations.
2. HUME BANK (BANKS Sector)66.4% 3. ENERGY AUSTRALIA (ENERGY Sector)66.4% 4. RED ENERGY (ENERGY Sector)64.7%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
AGENT MASTERY LEADERBOARD
Best in Australia - March 2025Australia’s Best Frontline Agents – delivering confident, clear and customer-focused conversations.
1. HOLMESGLEN INSTITUTE (EDUCATION Sector)91.1% 3. ANZ (BANKS Sector)71.5% 4. ALINTA (ENERGY Sector)71.4%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
AGENT MASTERY LEADERBOARD
Best in Australia - Last 3 MonthsAustralia’s Best Frontline Agents – delivering confident, clear and customer-focused conversations.
1. ENERGY AUSTRALIA (ENERGY Sector)72.1% 3. HUME BANK (BANKS Sector)63.3%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
AGENT MASTERY LEADERBOARD
Best in Australia - Last 6 MonthsAustralia’s Best Frontline Agents – delivering confident, clear and customer-focused conversations.
2. ENERGY AUSTRALIA (ENERGY Sector)64.6% 4. ANZ (BANKS Sector)62.6% 5. HUME BANK (BANKS Sector)62.3%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
AGENT MASTERY LEADERBOARD
Best Call Centres in Australia - Q1 2025Australia’s Best Frontline Agents – delivering confident, clear and customer-focused conversations.
2. HUME BANK (BANKS Sector)66.4% 3. ENERGY AUSTRALIA (ENERGY Sector)66.4% 4. RED ENERGY (ENERGY Sector)64.7%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🔒
Access the Full Call Centre Rankings Leaderboards
ACXPA, you’re a member – which means you get access to all the good stuff!
View detailed leaderboard data and insights across 12+ metrics, updated monthly.
View the Members-Only Data
The Agent Mastery Rankings assess the quality of human interaction delivered by customer service agents in contact centres.
This includes performance across five core behaviour categories: Engage, Discover, Educate, Close and Impact. These behaviours reflect how effectively the agent connects with the customer, uncovers needs, provides helpful information, wraps up the interaction, and leaves a lasting impression.
Each behaviour is scored independently and then combined to provide an overall Agent Mastery score. Strong performance here is critical – even fast, efficient systems can be undone by poor communication or a lack of empathy.
These measures are assessed using the ACXPA Contact Centre CX Standards, ensuring alignment with best-practice service delivery benchmarks.
Average Wait Times
This metric tracks how long customers are kept on hold before reaching a live agent – providing clear visibility into how well contact centres are resourced and how seriously they take customer accessibility.
Long wait times are a major driver of customer frustration, often leading to abandoned calls, negative sentiment and poor service perceptions. This benchmark highlights which contact centres are delivering fast, responsive service – and which ones are keeping people waiting.
WAIT TIME LEADERBOARD
Best Call Centres in Australia - Q1 2025Australia’s Fastest Answering Contact Centres – ranked by the shortest average wait times.
4. CITY OF ONKAPARINGA (COUNCILS Sector)00:08 5. GREAT SOUTHERN BANK (BANKS Sector)00:08
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
WAIT TIME LEADERBOARD
Best in Australia - March 2025Australia’s Fastest Answering Contact Centres – ranked by the shortest average wait times.
1. OPTUS INTERNET (INTERNET Sector)00:02 Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
WAIT TIME LEADERBOARD
Best in Australia - Last 3 MonthsAustralia’s Fastest Answering Contact Centres – ranked by the shortest average wait times.
4. CITY OF ONKAPARINGA (COUNCILS Sector)00:07 Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
WAIT TIME LEADERBOARD
Best in Australia - Last 6 MonthsAustralia’s Fastest Answering Contact Centres – ranked by the shortest average wait times.
5. GREAT SOUTHERN BANK (BANKS Sector)00:15 Data accurate as of April 2025
Unlock the Latest Insights.
Updated Monthly!
Join Now >
WAIT TIME LEADERBOARD
Best Call Centres in Australia - Q1 2025Australia’s Fastest Answering Contact Centres – ranked by the shortest average wait times.
4. CITY OF ONKAPARINGA (COUNCILS Sector)00:08 5. GREAT SOUTHERN BANK (BANKS Sector)00:08
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🔒
Access the Full Call Centre Rankings Leaderboards
ACXPA, you’re a member – which means you get access to all the good stuff!
View detailed leaderboard data and insights across 12+ metrics, updated monthly.
View the Members-Only Data
The Accessibility Rankings assess how simple and seamless it is for customers to connect with a live agent when contacting an organisation by phone.
The metric evaluates 48 distinct accessibility factors across five key categories: Search, Design, Ease, Audio, and Timing — covering everything from how easily customers can find your number, to how fast they navigate your IVR and reach a queue.
Each factor is scored and weighted to reflect its impact on customer effort. A well-designed, intuitive access journey can significantly reduce frustration and improve CX outcomes.
To learn more about how these metrics align with our best-practice approach, view the Contact Centre CX Standards.
Turn Insights Into Action
You've just seen the top-performing contact centres in Australia for four metrics – ranked using real customer interactions and the ACXPA Contact Centre CX Standards. But that’s just the beginning.
ACXPA Members can unlock 12 core metrics with monthly updates and rolling 3, 6, and 12-month leaderboards. And if you're leading a contact centre, our benchmarking program provides access to 80+ metrics to optimise performance across every part of your operation.
, want full access?
You’ve seen which contact centres lead the way – now unlock the full picture. ACXPA Members access all 12 CX metrics, including monthly trends, rolling performance views, and member-only insights that help lift results.
, turn insights into action
You’ve just seen the top-performing contact centres across Australia – and with access to 12 CX metrics updated monthly, you’re already ahead. Ready to benchmark your own centre and go deeper? Our Benchmarking Service lets you compare performance across 80+ real-world metrics.
, share these insights with your team
You’ve seen the top-performing contact centres – now make sure your team sees them too. Log in using your Individual Membership to access deeper CX insights and sector-level benchmarking.
, stay close to the data that drives decisions
You’ve seen the top-performing contact centres – and the metrics your clients care about most. Log in using an Individual Membership to unlock more detailed performance insights and rolling leaderboards.
1. Want access to all the rankings and resources?
Become a Member to unlock all 12 CX metrics – with monthly and rolling leaderboards – plus full access to ACXPA’s industry-leading insights, tools, and resources for CX and contact centre professionals.
2. Want to know where your contact centre really stands?
Benchmark your Contact Centre CX performance against five nominated competitors using 80+ detailed metrics mapped to national standards. Get the clarity to lead with confidence.
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3. Want a deeper look at industry trends?
Subscribe for free to unlock enhanced insights across our Contact Centre CX rankings and keep exploring how Australia’s contact centres are performing.
1. Ready to access Australia’s best Contact Centre & CX resources?
ACXPA Members get access to more than just rankings – including expert content, downloadable resources, industry tools, and insights designed specifically for contact centre professionals.
Upgrade to Membership >
2. Want to know how your call centre really stacks up?
Benchmark your own performance against five nominated competitors each month using 80+ metrics mapped to national standards – powered by real customer interactions, not internal reporting.
Explore Benchmarking >
, want insights on your own centre?
You’ve seen how the top centres perform — now it’s your turn. Benchmark your performance each month against five nominated competitors using 80+ CX metrics mapped to the national standards.
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As an ACXPA Member, you have access to exclusive reports, tools, expert articles, and ongoing Contact Centre CX benchmarking updates. Keep checking in – we update rankings and resources monthly.
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Banks
Rankings based on new product sales calls, including home loans, credit cards, and personal banking enquiries.
View Sector Results
Energy Retailers
Performance on new sales enquiries, such as plan switches, new connections, and customer acquisition.
View Sector Results
Local Councils
Metrics based on general enquiries from ratepayers, covering council services, rates, and local support.
View Sector Results
Internet Retailers
Call handling performance for new internet service enquiries, including provider switching and new home setups.
View Sector Results
Education Providers
Rankings based on prospective student enquiries, including course information, application support, and enrolment processes.
View Sector Results
Aged Care
Performance based on initial enquiries from families and carers regarding aged care options and service availability.
View Sector Results
Car Insurance
Metrics focused on new car insurance sales calls, covering quote requests, policy comparisons, and onboarding.
View Sector Results
