Australia's Best Performing Call Centres
What These Rankings Measure
These rankings aren't subjective opinions or based on how good a submission sounds. They're built from real customer interactions that have been independently assessed against the ACXPA Contact Centre CX Standards.
Every contact centre in these rankings has been mystery shopped — meaning real calls were made, real experiences were captured, and real performance was measured against a standardised framework. This isn't about what organisations say they do. It's about what customers actually experience.
A combined score that measures both accessibility and the quality of the agent interaction – giving a complete picture of customer experience delivery.
Evaluates how easy it is for customers to reach a live person – factoring in website navigation, IVR menus, queueing, and agent availability.
Assesses agent capability across five core competencies – Engage, Discover, Educate, Close, and Impact – based on observable behaviours during real calls.
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 delivers a complete picture of customer experience performance.
It combines both accessibility (how easy it is to reach someone) and agent mastery (the quality of the interaction once you do) — giving organisations a single, reliable benchmark of end-to-end CX delivery.
The Overall CX Rankings provide a comprehensive view of end-to-end customer experience performance.
This metric combines both Accessibility (how easy it is for a customer to reach a live agent) and Agent Mastery (the quality and effectiveness of the interaction once connected) into a single performance score.
By measuring both access and quality together, the Overall CX metric reveals which contact centres are truly delivering excellent customer experiences — not just on paper, but in practice.
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.
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.
The Agent Mastery Rankings evaluate the quality and effectiveness of agent interactions during live customer calls.
This metric assesses agent performance across five core competencies: Engage (building rapport and connection), Discover (uncovering needs through active listening), Educate (explaining solutions clearly and confidently), Close (wrapping up effectively and ensuring resolution), and Impact (delivering value that leaves a lasting impression).
Agent Mastery is measured through observable behaviours during real calls — not scripts, templates, or what should happen. It reveals which contact centres are delivering genuinely skilled, empathetic, and effective service at the frontline.
To learn more about how these metrics align with our best-practice approach, view the Contact Centre CX Standards.
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.
The Average Wait Times Rankings measure how long customers are kept on hold before connecting with a live agent.
This metric is a direct reflection of resourcing, demand management, and operational efficiency. Long wait times can lead to call abandonment, negative perceptions, and increased frustration — even if the agent interaction itself is excellent.
Tracking average wait times provides a clear, quantifiable view of which contact centres are prioritising accessibility and responsiveness, and which ones are underperforming in this critical area of CX delivery.
To learn more about how these metrics align with our best-practice approach, view the Contact Centre CX Standards.
Explore Call Centre Rankings by Sector
This page showcases Australia's top-performing contact centres overall – but if you're looking for insights into a specific industry, you can explore detailed rankings across key sectors. From banking and education to energy retailers and local councils, see which organisations are setting the Contact Centre CX benchmark.
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