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This is the public view. Your Education Providers dashboard carries the current month’s results, rolling leaderboards, downloadable datasheets and every past quarterly report.
Your free subscription covers the current quarterly report. Members also get the past four quarters, the current month’s leaderboards and the downloadable datasheets — plus the rest of the platform: all 8 specialist hubs, 50+ hours of live expert access a year, the full library of tools, calculators and templates, and 25% off live training.
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.
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.
We benchmark a cross-section of the Australian vocational education market — a blend of state TAFEs and independent institutes chosen to reflect the range of experiences prospective students actually encounter when they compare courses before enrolling.
The list is not fixed. Providers are added over time as the market shifts and our coverage expands, so what you see this quarter is a starting point rather than a final word on Australian education.
What no provider can influence is the result. Every provider is assessed against the same standard, scored the same way, and published exactly as measured — including when the numbers are unflattering. A score cannot be bought, improved on request, or withdrawn.
Every interaction is assessed against the Australian Contact Centre CX Standards — a national framework for evaluating both Agent Mastery (conversation quality across Engage, Discover, Educate, Close and Impact) and Accessibility (how easily customers can reach a live agent). The same scorecard is applied to every call, in every sector, every month.
We should be clear about scale. This is not a high-volume audit and we don't present it as one. We assess a consistent sample of calls to each provider every month, using the same method throughout, rather than attempting to survey a statistically representative slice of all calls made.
That is deliberate. Students don't average their experience across hundreds of interactions — they form a lasting judgement from the one call they made. A consistent monthly sample is enough to expose the pattern behind that judgement: whether reaching a person is easy, whether the conversation is handled well, and whether either holds up quarter after quarter.
This report is free to read, and the results are published whatever they show. Providers that want the detail behind their own numbers — call recordings, competency-level scoring, and comparison against competitors they nominate — can find it through our Education Benchmarking Services.
How long it takes to reach a human, how many menu layers stand in the way, and whether the call is answered at all.
How well the person who answers handles the enquiry — the questions they ask, what they know, and whether the customer leaves able to act.
Every score falls into one of five bands of the Australian Contact Centre CX Standards. The band is written next to the number, so the meaning survives greyscale, high-contrast mode and colour blindness.
72.6% 58.5% 54.9% 39.9%Colour Legend
Ratings are based on the ACXPA Contact Centre CX Standards >
00:12 00:22 00:45 04:40Members can also download the monthly and quarterly datasheets behind these results.
Overall CX, Accessibility and Agent Mastery, quarter on quarter. Each summarises 48+ underlying assessment measures.
Each quarter we publish independent insights on how a selection of Australia’s education sector performs across customer experience, accessibility and agent quality during first-contact enquiries.
The current quarter. The Q2 2026 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
The Q1 2026 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
The Q4 2025 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
The Q3 2025 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
| What you get | VisitorFreeYou are here | SubscriberFreeYou are here | Individual$197 ex GST / year | BusinessFrom $497 ex GST / year |
|---|---|---|---|---|
| Education Providers rankings data | ||||
| Current quarter — executive summary | Yes | Yes | Yes | Yes |
| Overall CX leaderboard | Yes | Yes | Yes | Yes |
| Contact Centre CX Quadrant | Yes | Yes | Yes | Yes |
| Past four quarterly reports | — | — | Yes | Yes |
| Current month and rolling 3 and 6-month leaderboards, downloadable | — | — | Yes | Yes |
| The rest of the platform | ||||
| All 8 specialist member hubs | — | — | Yes | Yes |
| 50+ hours of live expert access every year | — | — | Yes | Yes |
| Self-paced courses with certificates, Member Bytes and podcasts | — | — | Yes | Yes |
| 25% off live training | — | — | Yes | Yes |
| Tools, calculators, templates and resources | — | — | 50+ | 60+ |
| Facilitator-ready training packs — HEAT, Active Listening, Complaints Handling | — | — | — | Yes |
| Team Leader Coaching Guide and Employee Goal Tracker | — | — | — | Yes |
| Customer Response Templates — full 480-variant library | — | — | — | Yes |
| Business Dashboard and Business Members Directory listing | — | — | — | Yes |
| Membership for 5, 10, 25, 50 or 100 people | — | — | — | Yes |
Rankings data is identical across paid tiers — Business adds team deployment and the wider resource library. Compare Business Membership
A complete diagnostic of your contact centre’s customer experience — not just a single ranking.
Australian Customer Experience Professionals Association (ACXPA)
Independent, practitioner-led standards, benchmarking and learning for customer service and experience.
ABN: 58 817 433 774
+61 3 9492 2871Independent, practitioner-led standards, rankings and benchmarking for customer service and experience worldwide.
Practical hubs, frameworks and reference tools to improve customer service and experience.
Training, courses and live events to build capability and share what works in practice.