Independent rankings built from real calls to real brands, scored against the
Australian Contact Centre CX Standards. No vendor funding, no paid placements,
no self-reported data.
Already know what you need?
See the national leaders
or what membership adds.
How hard it is to reach a human. Menus, hold messages, wait times,
callbacks offered, and calls never answered at all. What happens once someone picks up. Listening, resolving, explaining
price and process, and whether the customer leaves better informed. The two combined, scored out of 100. This is the figure the
leaderboards below rank on. Most people arrive wanting one of four things: who is winning, how the country is tracking, how their own industry compares, or the written analysis behind it all. The highest-scoring centres nationally, ranked across every
sector we assess. How the country is tracking — annual averages by metric,
and what has moved year on year. Banks against energy, councils against telcos. See where your
sector sits and who it is losing to. The full write-up: findings, commentary and what changed.
Free to download.
Each board ranks one sector on Overall CX — the single
combined score out of 100 explained above — across the rolling past three
months. Switch tabs to move between the national picture and individual industries.
Each score is colour-coded against the five-band Australian Contact Centre Quality
Standards scale, so a number reads as a verdict rather than a percentage:
This is the summary view. The sector pages below carry the full table, the
Accessibility and Agent Mastery results behind each score, wait and talk times, and
quarter-on-quarter movement.
Data accurate as of August 2026 Data accurate as of August 2026 Data accurate as of August 2026 Data accurate as of August 2026 Data accurate as of August 2026 Data accurate as of August 2026 Data accurate as of August 2026 Data accurate as of August 2026
We do not score every call type. In each industry we assess the enquiry that carries
the most weight for the customer making it — which is why the sectors are not
directly comparable on raw scores alone.
Families and carers weighing up care options and availability
— the call people make when they are already under strain. Home loans, credit cards and personal banking enquiries from
prospective customers ready to buy. New policy sales calls: quote requests, comparing cover, and
how cleanly a customer gets onboarded. Rates, services and local support — the everyday calls
residents cannot take elsewhere. Course information, application support and enrolment —
calls that decide whether someone signs up or walks. Plan switches, new connections and competitive offers in one
of the most price-sensitive markets in the country. Provider switching and new-home connections, where a slow
answer usually means the customer has already called someone else.
Superannuation, water authorities and home insurance are near the top of the
list — but if you are customer-facing, we can benchmark it. In a new sector
there is no published average yet, so we baseline you against peers you nominate,
scored against the same standards behind every ranking above.
The first organisation to help launch a category receives a substantial discount,
in exchange for the real-world data that sets the sector baseline.
Members see the full underlying data for every sector, including metric-level results and
historical movement. See what membership includes.
Too much of the research in this industry is vendor-led, inflated for a press release,
or built on survey logic that would not survive a second look. We do not sell software
and we have nothing to upsell you, which is the entire point.
Every call is assessed against the Australian Contact Centre CX Standards — a
framework built to measure what customers actually notice: whether they were heard,
helped, and treated with respect.
We deliberately avoid enormous sample sizes. Meaningful benchmarking does not need ten
thousand calls and a large invoice — it needs the right lens, applied consistently,
to brands people recognise. No organisation has ever paid to be included.
The rankings are not the end of the work. They show what good looks like, where the
gaps are, and what is achievable for a centre willing to do something about it.
Rankings are updated monthly. Sector coverage and assessment volumes are published with
each quarterly report.
The rankings show you the industry. The next question is usually where your own team would land if it were assessed the same way.
The Australian Contact Centre CX Standards are the framework behind every score
— what is measured, how it is weighted, and why. Read it before you argue with
a result.
Four ways to be assessed, from a monthly snapshot against your sector average through
to a confidential deep-dive on calls you have already recorded. Same standards, same
scoring, applied to your team.
Members get the underlying data behind every sector — metric-level results,
historical movement, and the hubs and toolkits built from what the assessments keep
finding.
How Australia’s call centres actually perform
Accessibility
Agent Mastery
Overall CX
Four ways in, depending on what you came for
Top performing centres
National performance
Compare sectors
Latest quarterly report
Where every sector stands right now
65.7%
64.6%
59.4%
50.1%
73.2%
60.3%
53.5%
18.2%
69.8%
65.2%
59.4%
38.4%
70.9%
68.4%
65.4%
45.4%
66.8%
61.8%
59.0%
49.9%
74.0%
62.2%
62.2%
46.7%
73.3%
72.2%
63.9%
57.5%Every sector is judged on the call that matters most to its customers
Aged Care
First enquiries from families
Banks
New product sales calls
Car Insurance
Quotes and policy comparisons
Local Councils
General ratepayer enquiries
Education Providers
Prospective student enquiries
Energy Retailers
Acquisition and switching calls
Internet Retailers
New service and switching enquiries
Be the first benchmarked organisation in your sector
Most contact centre “research” is marketing
Understand the method, or get your own centre measured
How the rankings work
Get your centre ranked
The rankings are the public half
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