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2026 Australian Education Providers Call Centre Rankings
For prospective students, that first phone call can shape their entire perception of an education provider. These quarterly rankings reveal how well Australian institutions handle enquiries about course options, study pathways, and availability — all critical touchpoints in the decision-making process.
The results are based on real mystery shopping calls — placed without notice or scripting — to reflect the actual experience of new student enquiries. Some providers make it easy to connect and get helpful information. Others fall short. These rankings highlight both.
This assessment is part of ACXPA’s broader mission to improve customer experience standards across Australia. By providing independent, evidence-based data, we help education providers understand current performance and identify areas to lift enquiry handling and student engagement.
All calls are assessed using the
Australian Contact Centre CX Standards
— ACXPA’s national framework for measuring accessibility and agent service quality. Additional insights are available through the
Education CX Benchmarking Service
, which tracks over 80 performance metrics and enables benchmarking across the sector.
Public results are updated quarterly, while ACXPA Members gain access to monthly insights, rolling trends, and deeper performance comparisons.
Your Access to the Current Education Sector Results
, as an ACXPA Subscriber, you have access to the
current Quarterly Education Sector Report — including the Executive Summary, Overall CX Leaderboard and Contact Centre CX Quadrant, revealing how education providers handle enquiries across accessibility and agent mastery.
You can also explore broader cross-industry insights through your
Subscriber Call Centre Rankings Dashboard, providing a snapshot of CX performance and accessibility trends across multiple sectors.
To dive deeper, upgrade to Full Membership and unlock access to the past four quarters of reports, plus monthly and rolling leaderboards, downloadable data, and detailed results for multiple education providers.
For insights into the performance of your own contact centre, explore our
Education Benchmarking Services to identify strengths, opportunities, and practical improvement pathways.
, as a member, the public Quarterly Sector Reports are available at the bottom of the page — including the executive summary for the quarter, Overall CX leaderboard, sector trends on key metrics, and the Contact Centre CX Quadrant showing how different education providers performed on Accessibility and Agent Mastery.
Plus, you’ve unlocked access to exclusive education sector benchmarking data:
Exclusive Education Sector Data – members-only trends and benchmarking insights.
Current Industry Leaderboards – tracking dozens of CX metrics monthly.
Lifetime Leaderboards – track education CX performance over time.
Sector Comparison Data – benchmark your performance against other industries using our national CX standards.
Our Australian-based mystery shoppers replicate real-world enquiries — not rehearsed scripts. Calls are placed randomly across different days and times using realistic questions about course availability, costs, schedules, and curriculum details.
We don’t measure theory — we measure reality. Prospective students don’t care about averages, sample sizes, or how polished your processes look on paper — they care about their experience. That single moment shapes whether they take the next step or walk away — and that’s what we assess.
All results reflect new student enquiries — made without a student ID or existing relationship. This ensures each provider is assessed on the experience any member of the public would receive.
Note: Calls regarding billing, administration, or existing student concerns are typically handled by different teams and fall outside the scope of this assessment.
Why We Selected These Education Providers to Benchmark
We chose a combination of universities, TAFEs, RTOs and training providers that represent the customer journey Australians experience when comparing courses, exploring study options, or seeking enrolment information — prioritising institutions that prospective students and parents regularly encounter during the decision-making process.
These providers weren't selected because they sponsored the research (they didn't). We included them to ensure the benchmarking reflects genuine customer touchpoints across well-known names — providing the sector with reliable, independent insight into where service excellence exists and where challenges emerge.
Each interaction is measured using the Australian Contact Centre CX Standards — a national framework evaluating both Agent Mastery (how effectively agents Engage, Discover, Educate, Close and create Impact) and Accessibility (how quickly and easily prospective students connect with a real person). This delivers consistent, unbiased measurement across all providers.
We deliberately keep sample sizes modest because customer decisions stem from individual experiences, not aggregated statistics. Our methodology pinpoints recurring performance trends — the patterns that emerge as clearly in 5 interactions as they would in 50 — and provides practical guidance that contact centres can implement straight away.
To preserve independence, we self-fund this public benchmarking program. For education providers wanting comprehensive analysis, our Education Benchmarking Services deliver confidential performance insights, peer benchmarking, and focused recommendations to enhance enquiry handling, conversion efficiency, and student satisfaction.
Current Education Sector Leaderboards
Which Education Providers Are Delivering on CX – and Which Are Falling Short?
Each quarter, we publicly share a glimpse of real customer experience performance in the education sector – based on direct assessments of call centre accessibility, responsiveness, and agent interactions.
Below, you’ll see the latest leaderboard results for two of the most impactful CX metrics: Overall CX and Average Wait Times. These rankings highlight the top three performing education provider contact centres – recognising those delivering outstanding customer experiences – as well as the lowest ranked provider for the quarter.
Want to see when new results drop?
The Executive Summary, Overall CX Leaderboard, and Contact Centre CX Quadrant for the current quarter are available to everyone.
To be notified when new education sector results are published, make sure you’re subscribed for alerts.
Subscribe for free to receive quarterly email updates as soon as new sector reports are released.
For complete access, ACXPA Members can view all previous quarterly reports, monthly and rolling leaderboards, downloadable data, and advanced benchmarking tools — helping you compare and improve CX performance across the education sector.
🏆 OVERALL CX - Leaderboard
Australian Education Providers - Q1 2026The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Australian Education Providers - Q1 2026The average wait time to connect with a live agent about a new course enquiry (measured from the start of being placed into the queue).
How Australian Education Providers are Tracking Across Key Call Centre CX Metrics
The chart below summarises how Australian education providers are performing each quarter across three headline CX metrics – Overall CX, Accessibility, and Agent Mastery. Each of these headline measures is underpinned by more than 80 individual service and experience metrics assessed through real-world mystery shopping calls from prospective students and parents.
While this chart captures the top-level trends, Subscribers and Members can access the data behind these results — including detailed sector averages across all providers, national benchmarks, and quarterly comparisons across dozens of underlying metrics. Members also gain visibility into results for three randomly selected education providers each month, along with insights into the highest and lowest performers across 15 key metrics.
For contact centres wanting to see their own detailed performance across all 80+ CX and operational metrics, this data is available through our Education Benchmarking Services — providing a complete diagnostic of your customer experience, accessibility, and agent capability.
Australian Education Sector - Key Metrics Trends
Based on quarterly results for three key Contact Centre CX metrics – Overall CX, Accessibility, and Agent Mastery – underpinned by over 80 individual measures.
Overall CX
This is the headline metric – representing the total customer experience across every stage of the call journey. It’s calculated using a weighted combination of the Accessibility and Agent Mastery scores, giving a holistic view of how well providers are delivering end-to-end service.
Accessibility
This measures how easily and quickly customers can reach a real person. It includes the time spent navigating phone menus, clarity of options, wait times, and whether customers could successfully reach an agent. Higher scores reflect smoother, more customer-friendly access experiences.
Agent Mastery
This evaluates the soft skills and service quality of the agents themselves. It includes how well agents greet, listen, explain, and resolve issues — along with professionalism, empathy, and communication effectiveness. It's a direct indicator of frontline team performance.
Thanks to the support of our amazing sponsors, we are able to conduct independent, vendor-agnostic research right here in Australia, providing you with valuable insights into the industry.
Special Offer: Benchmark Your Education Contact Centre for Just $697
Get a complete diagnostic of your contact centre’s customer experience — not just a single ranking. Our Education Benchmarking Trial independently measures your performance across 85 CX and operational metrics, comparing your results against five nominated competitors and national education averages.
You’ll receive a detailed results pack showing where your centre leads or lags the sector, along with a one-hour expert workshop to interpret the findings and identify practical improvement opportunities in accessibility, empathy, and service consistency.
It’s the easiest, lowest-cost way to see how your organisation truly performs — and what’s needed to reach the top of the rankings.
We publicly release independent insights each quarter on how a selection of Australia’s education providers perform across
customer experience, accessibility and agent quality during first-contact enquiries from prospective students or parents.
What you can view today
Executive Summary for the latest quarter
Overall CX Leaderboard for the current quarter
Contact Centre CX Quadrant showing accessibility vs agent mastery
Unlock with an upgrade
Past four quarters of education sector reports
Current month and rolling 3 & 6-month leaderboards with downloadable data
Results for 3 randomly selected education providers across 23 metrics
Education Providers Sector Report (current quarter)
Executive summary, Overall CX Leaderboard, Contact Centre CX Quadrant showing how selected education providers balanced accessibility and agent skill.
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Access the last 4 Quarterly Education Sector Reports
Quarter-over-quarter trends across the past year for education and training providers.
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Members-Only Education Benchmarking Hub
Current month, rolling 3 & 6-month leaderboards, downloadable data sheets and more — all in one place.
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Individual Education Provider Results
24 metrics for 3 randomly selected education providers each month and quarter.
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Lowest and Highest-Ranked Education Providers across 15 metrics
View the breadth of performance between the best and worst education providers across 15 metrics.
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National Call Centre Rankings Access
Current Quarter Industry Leaders (5 metrics)
Top performers nationally for the quarter across 5 key metrics.
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Annual Industry Trends (15 metrics)
Year-on-year shifts across the education sector.
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Sector Comparison Trends (5 metrics)
Quarterly comparisons across sectors including education, energy, and financial services.
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Top Performers (15 metrics)
Leaderboards for current month, plus rolling 3 & 6 months.
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Month-to-Month Industry Trends (15 metrics)
Month-by-month trend tracking across the education sector.
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Enhanced Sector Comparison Trends (13 metrics)
Deeper comparisons over a wider metric set for education providers vs other sectors.
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Downloadable Data Sheets (PDF)
Monthly & quarterly PDF downloads containing education sector benchmarking data.
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Lifetime Industry Leaderboards (6 metrics)
All-time best results since benchmarking began.
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Additional ACXPA Member Benefits
Access exclusive discounts on our Education Benchmarking Service
Save 10% on our contact centre mystery shopping & benchmarking programs for education providers.
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Access Australia’s Most Comprehensive Contact Centre Resources
Templates, calculators, training videos and expert guides.
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Discounts to Events & Live Training
Exclusive offers on ACXPA events and CX Skills live training.
Members Only! The Q2 2025 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
, Your Quarterly Education Sector Insights Await
As an ACXPA Subscriber, you can access the current Quarterly Education Sector Report — including the Executive Summary, Overall CX Leaderboard and the Contact Centre CX Quadrant showing how providers manage adult learner and course enrolment enquiries with accessibility and agent capability.
You also have access to additional industry-wide results and comparisons via the Subscriber Call Centre Rankings Dashboard, featuring CX benchmarks across multiple industry sectors.
To go deeper, upgrade to Full Membership — unlocking the last 4 quarters of reports, plus monthly and rolling leaderboards, downloadable data, and detailed results for multiple education providers.
Thinking of Upgrading? Compare Subscriber vs Membership Benefits
Subscriber (Free)
Member (Paid)
Education Providers Sector Data
Read the current quarterly report including the Executive Summary & Contact Centre CX Quadrant
High-level summary of the sectors performance including the Overall CX leaderboard and sector trends
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Access Last 4 Quarterly Education Providers Sector Reports
Quarter-over-quarter sector trends for education providers.
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Exclusive Members-Only Education Providers Benchmarking Hub
Current month, rolling 3 & 6 month leaderboards, downloadable data sheets and more - all in one place.
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View Individual Education Provider Results
Compare results for 3 randomly selected education providers across 24 metrics, plus sector results across 48 metrics in monthly and quarterly downloadable data sheets.
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View Performance Spreads across 15 metrics
Top and bottom ranked education providers across 15 key metrics.
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▶ See What Else You’re Missing (click to expand)
In addition to the Education Providers sector-specific data above, you can also unlock the following national insights:
National Rankings Access
Current Quarter Industry Leaders (5 Metrics)
View the top performers nationally for the current quarter across 5 mey metrics.
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Monthly Industry Trends (15 metrics)
See how the contact centre industry results are trending month to month.
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Sector Comparison Trends (5 metrics)
Compare the education sector performance against other sectors.
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Month-to-Month Industry Trends (15 metrics)
Track shifts in metrics month to month across the industry.
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Top Industry Performers (15 metrics)
Current month, and rolling 3 & 6 month leaderboards accros Rolling leaderboards to identify and track the industry leaders.
Members Only! The Q2 2025 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
, as a member, you can view the past four quarterly public reports below that include an executive summary, Overall CX leaders, and the Contact Centre CX Quadrant illustrating how education providers handle course and enrolment enquiries across accessibility and agent quality. For deeper, member-exclusive insights — including current month data, rolling trends, and detailed provider performance — visit your Education Provider Rankings Dashboard.
Members Only! The Q2 2025 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
Looking for Full Access to the Education Sector Reports?
You're currently logged in under a Business Membership, which doesn’t include full access to the Education Sector Reports.
To explore all current and historical quarterly reports – including provider rankings, sector trends, and detailed performance insights – you’ll need to log in with an Individual Membership.
68.7%2nd:
51.9%3rd:
49.9%Lowest:
45.1%Australian Education Sector Average51.8%
WAIT TIMES - LeaderboardAustralian Education Providers - Q1 2026The average wait time to connect with a live agent about a new course enquiry (measured from the start of being placed into the queue).1st:
00:203rd:
