View the Australian Education Providers Q3 2024 Call Cenre Rankings with average wait times, customer service quality, call answer percentage and lots more!
Each month, we conduct mystery shopping calls at a cross-section of Australian Education Providers 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 Education Provider.
Call Centre Wait Times for Australian Education Providers, the quality of customer service provided by the Australian Education Providers, 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:
Accessibility Ranking: Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options.
Agent Mastery Ranking: Assesses the professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies.
Overall CX Ranking: The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Average Wait Times: Tracks the average time customers spend waiting to connect with a live agent, demonstrating the organisation’s responsiveness.
This combination provides powerful, independent insights into the call centre customer performance of Australian Education Providers, enabling us to ensure we provide the industry resources, skills, and insights where it matters most to help Australian Education Providers improve the experiences for the customer and their customers.
How the Mystery Shopping Calls are made to Australian Education Providers
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 education/course enquiries typically related to course curriculums, schedules, pricing, etc.
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 results we publish typically reflect the experience for new student enquiries where no student ID is required.
Existing students with billing enquiries, timetable changes, campus enquiries, etc, may have a different experience as these can often be handled by different teams and/or treated with different priorities.
Australian Contact Centre Quality Standards
The Australian Contact Centre Quality Standards—refined over 30 years and 50,000 calls—provide a proven framework for assessing contact centre performance.
Why These Standards Matter
- Actionable Guidance: Practical criteria for delivering exceptional customer experiences, tailored for any contact centre.
- Proven Results: Higher satisfaction, increased sales, improved NPS, enhanced CES, and reduced AHT.
- Comprehensive Insights: Over 80 performance metrics to identify strengths and improvement opportunities.
This robust framework helps Australian education providers deliver outstanding customer experiences and achieve measurable business success.
Learn more about evaluating your education business against the standards >
The Latest Australian Education Providers Call Centre Rankings
Each quarter, we publish updated performance data across four key metrics, along with a free quarterly sector report (below the charts) containing an executive summary with some additional insights.
This is just a fraction of the comprehensive insights available monthly to our subscribers and members.
Overall CX Leaderboard
Education Providers - Q4 2024
1st:Holmesglen TAFE68.4%
2nd:TAFE QLD63.8%
3rd:TAFE SA61.5%
Lowest:TAFE WA53.5%
Education Sector Average60.5%
Call Centre Industry Average55.8%
Accessibility Leaderboard
Education Providers - Q4 2024
1st:TasTAFE98.1%
2nd:TAFE WA95.0%
3rd:TAFE SA91.4%
Lowest:TAFE NSW81.9%
Education Sector Average90.4%
Call Centre Industry Average69.2%
Agent Mastery Leaderboard
Education Providers - Q4 2024
1st:Holmesglen TAFE59.9%
2nd:TAFE QLD53.7%
3rd:TAFE NSW52.5%
Lowest:TasTAFE35.4%
Education Sector Average47.6%
Call Centre Industry Average51.3%
Wait Time Leaderboard
Education Providers - Q4 2024
1st:TAFE WA00:02
2nd:TasTAFE00:12
3rd:Holmesglen TAFE00:31
Longest:TAFE QLD01:53
Education Sector Average00:51
Call Centre Industry Average01:21
With the support of our sponsors, we are proud to make this independent industry data accessible to you for free.
Want to know how your education business compares?
Discover how your education business's call centre compares with other education providers across over 80 metrics, enabling you to pinpoint strengths and opportunities for improvement.
Learn More About the Education Providers CX Benchmarking Services ➡️
Education Sector Quarterly Trends - Key Metrics
Quarterly performance of the education sector across three key metrics, each underpinned by over 80 detailed measures.
Education Sector Accessibility - Quarterly Trends (Key Metrics)
Forced Message Time refers to the duration customers are required to listen to recorded messages in the menu, such as disclaimers. Total Menu Time is the combined time customers spend navigating and listening to all menu options before being placed in the queue. Wait Time measures the average duration from when customers are placed in the queue to when a live agent answers.
Click a Quarterly Education Sector Report Below to View
Australian Education Providers Q2 2024
View the Australian Education Providers Q2 2024 Call Cenre Rankings with average wait times, customer service quality, call answer percentage and lots more!
Australian Education Providers Q1 2024
View the Australian Education Providers Q1 2024 Call Cenre Rankings with average wait times, customer service quality, call answer percentage and lots more!
Unlock Deeper Education Sector Insights With Our Benchmarking Service
The data on this page and our free quarterly reports provides a small snapshot of the education sector data available on our website.
Subscribers enjoy access to even more valuable education sector insights, with members unlocking the most comprehensive data and exclusive reports.
But for organisations seeking to deliver industry best practices, the Education Providers CX Benchmarking Service is a must-have solution.
What You’ll Receive:
- Detailed Performance Metrics: Access over 80 key metrics, including accessibility, agent mastery, and more.
- Competitive Benchmarking: Compare your education business against five nominated education providers each month.
- Trend Analysis: Track quarterly and annual trends to identify areas for improvement and celebrate success.
Exclusive Member Benefits
All ACXPA Members receive a 10% discount on the Education Providers CX Benchmarking Service.
ACXPA Business Members enjoy even more value with a $200 discount on our introductory benchmarking report—a trial version designed to provide powerful insights with smaller call samples (2 calls per education provider instead of 6).
This is the perfect way to experience the benefits of benchmarking before committing to the full service.
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!
Select an Industry Sector to View the Latest Contact Centre Benchmarking Data
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