View the Car Insurance October 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Each month, we conduct mystery shopping calls into a cross-section of Australian Car Insurance providers to provide Voice of the Customer (Voc) insights into the genuine experience customers are receiving when trying to connect to a live person.
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 measures how easy it was connect to a live contact centre agent at the car insurance provider across five core components: Search, Design, Ease, Audio and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc).
- The QUALITY score measures the experience of the interaction with the live contact centre agent across five competencies: Engage, Discover, Educate, Close and Energy.
- The OVERALL that 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.
This combination provides powerful, independent insights into the performance of Australian car insurance companies, enabling us to ensure we provide the resources, skills and insights where it matters most to help the car insurance companies improve the experiences for the customer and their business.
Quarterly public reports are published on this page and ACXPA members have exclusive access to additional monthly reports and data, plus the ability to gain insights into how to improve their scores through the sharing of best practices, resources, training and support.
Australian Car Insurance Providers Call Centre Rankings
Each quarter, we publicly release the leaderboards on this page (view in the sidebar) for Australian Car Insurance providers across four key metrics:
- Overall Score - the ultimate recognition!
- Most Accessible - how easy it was to connect to a live person.
- Best Quality - the interaction with the live person.
- Best Wait Times - the average time to get through to a live person.
Want to see even more data?
Purchase the Contact Centre CX Benchmarking, and you'll gain access to over 80 different benchmarking metrics, including:
- Quality scores by each of the five competencies and 18 different behaviours.
- Call answer percentages
- IVR layers and navigation time
- Pre- and post-IVR messaging time
- Average talk time
- Total call duration
- And lots more!
Assessing the Metrics that Matter!
The contact centres for the Australian Car Insurance Providers are assessed against the Australian Contact Centre Quality Standards, which have been refined for over 30 years and used to assess over 50,000 calls.
The standards we use:
- Provides clear guidance on what is required to deliver a good customer experience via the contact centre regardless of size, sector, product or service.
- Uses scores that have a direct correlation to business outcomes - when businesses consistently achieve above 'Met Standards', there is a direct correlation to improved results however you measure them – Customer Satisfaction, Sales Conversions, Net Promoter Score (NPS), Customer Effort Score, improved efficiency, reduced AHT etc.
- Provide insights you can act on - there is no point having data for 'data's sake'. The whole idea of benchmarking and standards is to help you identify specific areas in which you excel and specific areas in which you need to work on to improve business outcomes. Our Standards enable you to hone in on 48 different performance elements, ensuring no stone is left unturned!
Download the Car Insurance Providers Monthly Summary Report
View the Quarterly Public Reports
Just click on a report below for more detailed information, including average wait times, quality scores and much more.
Please note that from 2024, we'll be transitioning from monthly public reports to quarterly.
Monthly summary reports are available for ACXPA Members, and if you'd like to access to the full data (over 80 metrics) for your business and any five car insurers you nominate, purchase the Contact Centre CX Benchmarking report >
Purchase exclusive insights for your Car insurance Business
How to gain exclusive Voice of the Customer (Voc) insights for your car insurance business
Purchase our Contact Centre CX Benchmarking Service, and you’ll receive the following:
- Six Mystery Shopping calls into your call centre each month at random times and days where you'll receive the full assessment against 48 metrics, our quality assessor's notes, the employee's name (where provided) and the full call recordings.
- Six Mystery Shopping calls each into five other car insurance companies that YOU nominate so you can benchmark your performance against other car insurance companies that matter the most to you.
- Aggregate data from all the other car insurance companies we assess, providing you with sector-wide results to further compare your results.
- A monthly email with data to track your performance and the call recordings.
- A quarterly report containing insights and trends that are easy to understand, along with actionable recommendations to help improve your performance.
- An optional Quarterly Insights workshop with your team (conducted live via Zoom) that can provide additional insights, coaching and guidance.
- Access to training to help you improve your results.