View the Q3 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Each month, we conduct mystery shopping calls at a cross-section of Australian Internet Retailers to provide Voice of the Customer (VoC) insights into the genuine experience customers receive when trying to connect to a live customer service employee at an Australian Internet Retailer.
Call Centre Wait Times for Australian Internet Retailers, the quality of customer service provided by the Australian Internet Retailers, hold times, the number of menu options and more are all assessed using the Australian Contact Centre Quality Standards, which contain over 80 different individual performance elements.
Each quarter, we publicly report on four key metrics:
Agent Mastery reflects the skill and effectiveness of agents in their 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, from average wait times, hold times, number of IVR options (press 1 for this, 2 for that), the time forced to listen to recorded messages, etc.
The 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.
The Average Wait Time captures the time customers are placed in the queue until a live agent answers the call.
This combination provides powerful, independent insights into the call centre customer performance of Australian Internet Retailers, enabling us to ensure we provide the industry resources, skills, and insights where it matters most to help Australian Internet Retailers improve the experiences for the customer and their customers.
ACXPA members gain access to additional monthly reports they can download, along with year-to-date and lifetime average data.
Plus, as an ACXPA Member, you'll gain access to a range of industry best practices, resources, training, and support to help you deliver efficient and effective customer experiences.
How the Mystery Shopping Calls are made to Australian Internet Retailers
Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general internet enquiries typically related to new internet plans/switching providers.
Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer.
Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.
As we need to remain anonymous, the published results typically reflect the experience for new customer enquiries.
Existing customers with billing enquiries, technical enquiries/faults, etc, may have a different experience, as they are typically handled by different teams and/or treated with different priorities.
Australian Contact Centre Quality Standards
Australian Internet Retailers are assessed against the Australian Contact Centre Quality Standards, which we have refined for over 30 years and 50,000 calls.
What Makes These Standards Exceptional?
• Universal Guidance: Clear, actionable criteria for delivering an outstanding customer experience—applicable to any contact centre, regardless of size, sector, product, or service.
• Business Outcome Correlation: Consistently achieving above ‘Met Standards’ directly correlates with better business outcomes, including:
• Higher Customer Satisfaction
• Increased Sales Conversions
• Improved Net Promoter Score (NPS)
• Enhanced Customer Effort Score (CES)
• Greater efficiency and reduced Average Handle Time (AHT)
• Actionable Insights: Beyond data for its own sake, these standards enable you to identify specific areas of excellence and targeted opportunities for improvement.
By evaluating 80+ performance elements, the framework ensures every aspect of the customer experience is considered, leaving no stone unturned.
This robust system provides the foundation for meaningful benchmarking, helping Australian Internet Retailers deliver exceptional experiences while achieving measurable business success.
The Latest Australian Internet Retailers Call Centre Rankings
Our leaderboards showcase the top three and lowest-ranked Australian Internet Retailers across four key metrics, updated every quarter:
• Overall CX: The ultimate recognition of overall performance.
• Accessibility: How easy it was to connect to a live person.
• Agent Mastery: The quality of interaction with the live contact centre agent.
• Average Wait Times: The average time to get through to a live person.
These rankings provide a free snapshot of call centre performance, but they’re just the beginning.
For paying Subscribers and Members, our monthly analysis of over 80 performance metrics dives deeper into every aspect of the customer experience, empowering internet retailers to gain a competitive edge, make data-driven decisions, and deliver exceptional customer service.
Overall CX Leaderboard
Internet Retailers - Q3 2024
1st:iiNET72.6%
2nd:TPG Internet71.7%
3rd:Aussie Broadband64.4%
Lowest:Dodo Internet56.7%
Internet Retailers Average63.6%
Call Centre Industry Average53.0%
Accessibility Leaderboard
Internet Retailers - Q3 2024
1st:iiNET95.8%
2nd:TPG Internet90.5%
3rd:Dodo Internet88.7%
Lowest:Telstra Internet61.0%
Internet Retailers Average84.5%
Call Centre Industry Average67.4%
Agent Mastery Leaderboard
Internet Retailers - Q3 2024
1st:TPG Internet63.7%
2nd:iiNET62.6%
3rd:Telstra Internet58.3%
Lowest:Dodo Internet43.0%
Internet Retailers Average55.4%
Call Centre Industry Average51.1%
Wait Time Leaderboard
Internet Retailers - Q3 2024
1st:Dodo Internet*00:03
2nd:Optus Internet*00:03
3rd:TPG Internet*00:05
Longest:Telstra Internet02:35
Internet Retailers Average00:37
Call Centre Industry Average01:50
*More than one business achieved the same result in this sector.
Thanks to our sponsors, whose support makes it possible to provide free industry data!
Internet Retailers Q2 2024
View the Q2 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Internet Retailers Q1 2024
View the Q1 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Ready to Drive Growth and Outperform Your Competitors?
The data on this page and our free quarterly reports provides a small snapshot of the internet sector data available on our website. Subscribers enjoy access to even more valuable internet sector insights, with members unlocking the most comprehensive data and exclusive reports.
But for organisations seeking to deliver industry best practices, the Internet Retailers CX Benchmarking Service is a must-have solution.
The Internet Retailers CX Benchmarking Service is the only way to:
• Analyse 80+ performance metrics of your call centre, including accessibility, customer service quality, and more.
• Benchmark your organisation against five nominated internet retailers every month.
• Gain insights into quarterly and annual trends to track your call centre’s performance.
All ACXPA Members enjoy a 10% discount on the service, and ACXPA Business Members also receive a $200 discount off our introductory report, making it even easier to access these exclusive insights and drive measurable improvements.
Go beyond surface-level data—equip your team with the tools and intelligence to deliver efficient and effective customer experiences that drive new business today!
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