Understanding the Contact Centre CX Across Australian Industries
How do customer experiences vary across sectors – and what does that say about industry performance?
Below, you’ll find independent benchmarking results across five key metrics from the Australian Contact Centre CX Standards, drawn from real interactions with Australian contact centres. While direct comparisons between sectors have their limits – after all, a query about a Council bin collection is very different from applying for a home loan or seeking a new car insurance policy – these insights shine a light on how easy (or difficult) it is for customers to get help across a range of industries.
It’s not about picking winners – it’s about understanding the different journeys customers take when seeking help, and where the friction lies. For example, you might notice that calls for a new internet connection are answered promptly, while calls to a bank about a mortgage are much harder to navigate. It’s these differences that help highlight best practices, common gaps, and opportunities to improve.
Whether you’re benchmarking your own centre, comparing industry norms, or just curious about how things stack up – this section gives you the data to explore it all.
Want to view the leaders in the industry? View the leaderboards for the best contact centres in Australia >
Contact Centre CX Standards
The Contact Centre CX Standards are Australia’s official framework for defining and measuring the customer experience delivered by contact centres. Developed by ACXPA, these standards underpin our national benchmarking programs and help organisations assess what good really looks like—both in human interactions and ease of access.
- Agent Mastery: The soft skills and behaviours that drive consistent, high-quality conversations.
- Accessibility: Clear, measurable benchmarks for how easy it is for customers to reach a human.
Used in our Call Centre Rankings and Contact Centre CX Benchmarking PLUS service, the standards help organisations identify gaps, improve outcomes, and deliver service that truly stands out.
Learn More About the Standards >
What You'll See Below: You're viewing the five core public metrics across sectors.
Want access to monthly insights and 10 additional metrics? Join now >
, what you'll see below: As a subscriber, you can view the most recent quarter and month results.
To unlock an additional 10 metrics, upgrade to full membership >.
, what you'll see below: You’re viewing the five public metrics across sectors.
You can also access 10 additional metrics and deeper insights in your Members Sector Comparison page >
1. OVERALL CX
Overall CX is our headline metric – a single score that captures how easy it is for customers to connect with a live agent and the quality of that interaction.
Below you'll find:
- The latest Quarterly Leaderboard – comparing sector performance in the most recent quarter
- The latest Monthly Leaderboard – available exclusively for Subscribers and Members
- 12-Month Trend Chart – track sector performance across the past four quarters
For a detailed breakdown of how this metric is calculated, refer to the About This Metric section below.
OVERALL CX LEADERBOARD
Australian Industry Sectors - Q1 2025See which sectors lead the way in Overall CX - the ultimate metric for delivering high-quality customer experiences.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
OVERALL CX LEADERBOARD
Australian Call Centre Industry Sectors - March 2025See which sectors lead the way in Overall CX - the ultimate metric for delivering high-quality customer experiences.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
OVERALL CX LEADERBOARD
Australian Industry Sectors - Q1 2025See which sectors lead the way in Overall CX - the ultimate metric for delivering high-quality customer experiences.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
OVERALL CX LEADERBOARD
Australian Call Centre Industry Sectors - March 2025See which sectors lead the way in Overall CX - the ultimate metric for delivering high-quality customer experiences.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
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.
2. ACCESSIBILITY
Accessibility measures how easy it is for customers to reach a real person when they need help – no dead ends, IVR mazes, or unnecessary friction.
Below you'll find:
- The latest Quarterly Leaderboard – comparing sector performance in the most recent quarter
- The latest Monthly Leaderboard – available exclusively for Subscribers and Members
- 12-Month Trend Chart – track sector performance across the past four quarters
For a detailed breakdown of how this metric is calculated, refer to the About This Metric section below.
ACCESSIBILITY LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025How easy it is to get through to a live employee.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
ACCESSIBILITY LEADERBOARD
Australian Call Centre Industry Sectors - March 2025How easy it is to get through to a live employee.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
ACCESSIBILITY LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025How easy it is to get through to a live employee.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
ACCESSIBILITY LEADERBOARD
Australian Call Centre Industry Sectors - March 2025How easy it is to get through to a live employee.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Accessibility Rankings reveal how easy it is for customers to get in touch with a live agent without hitting roadblocks.
This includes a range of metrics covering:
- How quickly and easily the phone number can be found
- IVR design and complexity
- Navigation ease and acceptance of input
- Queue times and system responsiveness
Every step a customer takes before they hear a human voice is evaluated. Because no matter how good your people are, it doesn’t matter if your customers can’t reach them.
To see how this fits into the full experience, check out the Contact Centre CX Standards.
3. AGENT MASTERY
Agent Mastery measures how effectively customer service agents perform – not just what they say, but how they say it.
Below you'll find:
- The latest Quarterly Leaderboard – comparing sector performance in the most recent quarter
- The latest Monthly Leaderboard – available exclusively for Subscribers and Members
- 12-Month Trend Chart – track sector performance across the past four quarters
For a detailed breakdown of how this metric is calculated, refer to the About This Metric section below.
AGENT MASTERY LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025The soft skills and expertise of the call centre employees.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
AGENT MASTERY LEADERBOARD
Australian Call Centre Industry Sectors - March 2025The soft skills and expertise of the call centre employees.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
AGENT MASTERY LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025The soft skills and expertise of the call centre employees.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
AGENT MASTERY LEADERBOARD
Australian Call Centre Industry Sectors - March 2025The soft skills and expertise of the call centre employees.
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
Agent Mastery is all about the human element – how well your frontline team handles conversations that matter.
This metric draws from 30+ soft skills and behaviours indicators, including:
- Empathy and rapport-building
- Clarity and confidence in communication
- Active listening and problem-solving skills
Each interaction is assessed against proven frameworks and customer expectations. Because even the best systems fall flat if your people can’t deliver when it counts.
Learn how this connects to best-practice by exploring the Contact Centre CX Standards.
4. CALLS ANSWERED %
Calls Answered % tracks the percentage of inbound calls successfully answered by a live agent within an acceptable timeframe – reflecting a contact centre’s availability and responsiveness.
Below you'll find:
- The latest Quarterly Leaderboard – comparing sector performance in the most recent quarter
- The latest Monthly Leaderboard – available exclusively for Subscribers and Members
- 12-Month Trend Chart – track sector performance across the past four quarters
For a detailed breakdown of how this metric is calculated, refer to the About This Metric section below.
CALLS ANSWERED LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025The percentage of calls answered within 10 minutes (sales) or 15 minutes (service)
Data accurate as of April 2025
CALLS ANSWERED LEADERBOARD
Australian Call Centre Industry Sectors - March 2025The percentage of calls answered within 10 minutes (sales) or 15 minutes (service)
Data accurate as of April 2025
CALLS ANSWERED LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025The percentage of calls answered within 10 minutes (sales) or 15 minutes (service)
Data accurate as of April 2025
CALLS ANSWERED LEADERBOARD
Australian Call Centre Industry Sectors - March 2025The percentage of calls answered within 10 minutes (sales) or 15 minutes (service)
Data accurate as of April 2025
Calls Answered % reflects how many inbound calls are answered within a set threshold after they have been placed into the queue, specifically:
- 10 minutes for sales-related calls (e.g. switching providers, new product enquiries)
- 15 minutes for customer service enquiries (e.g. general info, general queries)
This benchmark recognises the urgency and behaviour behind different call types – sales prospects often won’t wait, while service enquiries may allow slightly more leeway.
Explore how this metric supports the broader CX journey via our Contact Centre CX Standards.
5. AVERAGE WAIT TIME
Average Wait Time shows how long customers typically wait in queue before speaking with a live agent – a key driver of satisfaction, trust, and abandonment.
Below you'll find:
- The latest Quarterly Leaderboard – comparing sector performance in the most recent quarter
- The latest Monthly Leaderboard – available exclusively for Subscribers and Members
- 12-Month Trend Chart – track sector performance across the past four quarters
For a detailed breakdown of how this metric is calculated, refer to the About This Metric section below.
AVERAGE WAIT TIME LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025How long it took for the call to be answered by a live agent (after the call was placed into the queue)
Data accurate as of April 2025
AVERAGE WAIT TIME LEADERBOARD
Australian Call Centre Industry Sectors - March 2025How long it took for the call to be answered by a live agent (after the call was placed into the queue)
Data accurate as of April 2025
AVERAGE WAIT TIME LEADERBOARD
Australian Call Centre Industry Sectors - Q1 2025How long it took for the call to be answered by a live agent (after the call was placed into the queue)
Data accurate as of April 2025
AVERAGE WAIT TIME LEADERBOARD
Australian Call Centre Industry Sectors - March 2025How long it took for the call to be answered by a live agent (after the call was placed into the queue)
Data accurate as of April 2025
Average Wait Time tracks the amount of time customers spend waiting in the queue before speaking to a live agent – from when the customer is placed into the queue to when a human picks up (so it ignores the time spent navigating menus, listening to messages, etc).
This metric is influenced by staffing levels, call volume, queue prioritisation, and system efficiency. It directly impacts customer frustration and abandonment.
Note: Wait Time is measured only for calls that are answered – to isolate queue performance and avoid skewing results due to customer hang-ups.
For broader CX context, view our Contact Centre CX Standards.
Turn Insights Into Action
You've seen how customer experiences vary across Australian sectors – now it’s time to take the next step. Whether you're exploring, optimising, or leading the way, we’ve got the tools to help you go further.
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See more sector comparisons
Hi , want to go deeper? You can explore 10 additional sector metrics including detailed filters and historical trends on your exclusive dashboard.
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