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.
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.
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.
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 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.
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.
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.
Banks
Rankings based on new product sales calls, including home loans, credit cards, and personal banking enquiries.
Energy Retailers
Performance on new sales enquiries, such as plan switches, new connections, and customer acquisition.
Local Councils
Metrics based on general enquiries from ratepayers, covering council services, rates, and local support.
Internet Retailers
Call handling performance for new internet service enquiries, including provider switching and new home setups.
Education Providers
Rankings based on prospective student enquiries, including course information, application support, and enrolment processes.
Aged Care
Performance based on initial enquiries from families and carers regarding aged care options and service availability.
Car Insurance
Metrics focused on new car insurance sales calls, covering quote requests, policy comparisons, and onboarding.
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