Know exactly how your contact centre compares — measured independently.
Every month we mystery shop your contact centre and up to five competitors or peers you choose, scoring every call against the Australian Contact Centre Quality Standards.
No surveys, no self-reported data — just a clear, defensible picture of where you stand and where to improve.
Australia’s most recognisable brands — mystery shopped and scored
A representative sample across every sector, assessed on real calls against the national Contact Centre CX Standards.
Internal metrics tell you how you're tracking. They don't tell you how you compare.
You can hit every internal KPI and still be losing customers to a competitor who answers faster, sounds warmer, or makes it easier to get things done. Benchmarking shows you the gap — objectively, and from the customer's side of the phone.
See where you really stand
Your performance ranked against the specific peers or competitors you nominate — not just a generic industry average.
Find the specific gaps
Call-by-call scoring across 48+ metrics pinpoints exactly what's costing you — wait times, IVR friction, or agent behaviours.
Track progress over time
Monthly data and quarterly trend analysis show whether changes are moving the needle — and where you're gaining or slipping.
Independent & defensible
Third-party scoring by trained human assessors removes internal bias — evidence you can take to the board with confidence.
A done-for-you benchmarking program
You nominate the peers. We do the rest — every month, hands-off.
Nominate your peers
Choose the competitors or peers you want to measure against. We help you pick the right comparison set for your sector.
We mystery shop
Our trained assessors place anonymous calls to your centre and to each organisation you nominate — you choose the call volumes.
Every call is scored
We assess all recordings against 48+ metrics across Accessibility and Agent Mastery — consistently and objectively.
You get the insights
Monthly data — recordings, scores and evaluator notes — plus a full benchmarking report each quarter with trends and recommendations.
🇦🇺 The Australian Call Centre Rankings
The Australian Call Centre Rankings are ACXPA's own benchmark — independent, transparent insight into what customers actually experience on the phones. Every ranking is built on real calls to real contact centres, assessed against the national Contact Centre CX Standards.
How the rankings work
- Based on real customer calls — not surveys, not self-reported data, and no paid placements
- Every call scored against the Contact Centre CX Standards for Agent Mastery and Accessibility
- Measures what actually matters to customers — being heard, being helped and being respected
- A representative sample of recognisable brands, sector by sector — real-world relevance over giant sample sizes
- Sector leaderboards across banking, insurance, energy, aged care, councils and more
- An industry average, so you can see how any organisation compares to the field
Use the tabs alongside to explore the live leaderboards sector by sector — or switch to National to see how the whole field compares. Then benchmark your own centre against the same standards.
What do the rankings have to do with your Peer & Competitor Benchmarking? The Peer & Competitor Benchmarking program is what feeds the national data — but appearing publicly is entirely your choice. As a paying customer you decide whether to be listed in the public rankings, stay anonymous, or use your results purely as private intel to sharpen your own performance.
Learn more about the rankings >
Data accurate as of July 2026
67.1%
58.7% 55.3%
28.1%Data accurate as of July 2026
55.3%
54.2% 38.8% 12.0%Data accurate as of July
72.4% 59.0% 56.8% 38.7%Data accurate as of July 2026
65.4%
64.2%
63.6%
30.0%Data accurate as of July 2026
58.8% 48.1%
47.6%
44.3%Data accurate as of July 2026
71.3% 68.9%
60.6%
37.0%Data accurate as of July 2026
65.1%
64.7%
62.1%
50.0%Data accurate as of July 2026
48+ metrics behind every CX score
Built on the Australian Contact Centre Quality Standards. Explore each layer below.
The headline number that combines everything — how easily a customer could reach you, and how well the agent handled the call — with deductions for the frustrations that lose customers, like excessive wait times or being passed around.
Accessibility component
How easily a customer can find you and reach a real person.
Agent Mastery component
How skilfully the agent engaged, helped and closed the call.
Experience deductions
Penalties for long waits, dropped calls and poor handling.
Individual behaviours grouped into five competencies — the skills that separate a good call from a forgettable one.
Engage
A strong first impression — welcome, intent, using the customer's name and taking ownership.
Discover
Exploring and confirming the customer's needs by conversing, listening and checking.
Educate
Relevant, tailored information that checks suitability, understanding and resolution.
Close
A controlled close — a strong final check, gratitude and thanks.
Impact
A real connection through vibrancy, empathy, control and clarity — plus deductions for behaviours that erode trust.
Metrics across five categories measuring how much effort it takes a customer just to reach a human.
Search
How easily your contact number can be found in the first place.
Design
IVR structure — how many menu options and layers stand in the way.
Ease
Whether the menu options are relevant, clear and accepted.
Audio
Voice quality, clarity and line quality throughout the call.
Timing
Navigation time and total wait before reaching a real person.
Reporting you can actually act on
No dashboards to decode. Clear reports, the raw evidence behind every score, and expert recommendations.
Every month — your data
Call recordings, scores across 48+ metrics, and evaluator notes as the results come in.
Every quarter — your report
A full benchmarking report: trend analysis, sector rankings and actionable recommendations, with optional workshops.
Expert-led workshops
Optional live sessions where our team walks you through the results, with tips and practical guidance on what to improve.
Illustrative figures. Your report includes the full metric set and recordings.
Order your program — pick a package, build your own, or trial it first
Transparent pricing, full flexibility, no lock-in beyond a short minimum.
Intro Trial — a one-off CX snapshot
A standards-based baseline of your centre vs five peers you nominate, before you commit to a program. Includes a full benchmarking report and a live results workshop.
You'll go straight to your sector's trial order page to order online or request an invoice.
Popular pre-built packages
Pre-configured programs for common goals — or build your own with the calculator below.
Get a Baseline
A short health-check to see exactly where you stand.
- 6 calls/month to your business
- Compare with 3 organisations (3 calls each)
- Sales or service scenario
- Monthly reporting + evaluator notes
Improve & Lead
Our most popular program — benchmark, then close the gap.
- 6 calls/month to your business
- Compare with 5 organisations (6 calls each)
- Quarterly insights reporting
- Includes expert-led workshops
Performance Accelerator
Deeper coverage for centres serious about leading their sector.
- 10 calls/month to your business
- Compare with 8 organisations (6 calls each)
- Quarterly insights reporting
- Includes expert-led workshops
Want full control? Tailor a program to your exact call volumes, peers and budget.
Build your own program →Build your own benchmarking program
Set your call volumes, comparison set and duration — full transparency on cost, no hidden fees.
Your benchmarking program
- Choose a package or build a program above, and it'll appear here.
Enquire or get started
Built and run by people who've actually run contact centres
ACXPA is the industry association behind the Australian Contact Centre Quality Standards. Our benchmarking is designed and delivered by people who've spent their careers running and improving contact centres — not stats graduates scoring calls from a spreadsheet they've never had to work.
It’s built on what actually moves the needle — the behaviours that change how a customer feels and whether they come back — and every call is assessed by an experienced practitioner who knows what good sounds like on the phones.
We know which behaviours matter because we’ve spent decades improving contact centre performance, not just measuring it.
Simon Blair
GM, Quality Insights — leads the ACXPA benchmarking program and co-authored the Contact Centre CX Standards.
Simon has deep experience benchmarking Australian contact centres — personally assessing 50,000+ sales, service and retention calls — plus the training expertise to turn those insights into real skill improvement.
Justin Tippett
CEO, ACXPA — co-author of the Contact Centre CX Standards and one of Australia's most experienced contact centre professionals.
Justin leads ACXPA and the national industry rankings, drawing on decades running and advising contact centres across the country.
Common questions
Pricing starts from $750 per month (ex GST). ACXPA Business Members save an additional 10%.
At least six calls to your own centre each month — enough to highlight strengths, uncover weaknesses and spot trends without overwhelming your team or budget. You can benchmark against as few as three other organisations with three calls each.
Yes. If you are focused on internal improvement, our Private Call Centre Benchmarking Service uses the same scoring and reporting without external benchmarking — with the option to add your own compliance checks.
We design mystery-shopping scenarios to match typical enquiries in your sector, so the interactions are discreet and realistic — for example a pricing or service query posing as a new customer.
Yes. Alongside the standard scoring we can assess specific compliance checks, such as verifying ID protocols, legal disclaimers, and the accuracy of information provided.
Yes. Our Customer Service Benchmarking Service assesses email, live chat and web enquiry forms using the same standards.
A one-on-one online session tailored to your organisation. We walk you through your latest results, highlight the key trends and changes, and help you agree practical actions to improve — grounded in real contact centre experience.
Reports are typically delivered at the start of each month, and we can tailor delivery to your needs. On a 12-month plan you also receive quarterly deep-dive insights with trend analysis and recommendations.
You are free to continue month-to-month, switch to a quarterly subscription, or move to a longer-term plan for added discounts. The real value comes from longer participation, where you can track improvements over time.
Absolutely. ACXPA Membership unlocks expert insights, private peer groups and the best contact centre resources in Australia, and our training courses (through CX Skills) are built to lift Agent Mastery, Accessibility and overall CX. ACXPA Members receive 25% off CX Skills public courses.
You choose the call volumes when you configure your program — both to your own centre and to each organisation you nominate. We'll recommend a sample size that's reliable and representative for your sector; more calls give tighter month-to-month data, and trends build as results accumulate each quarter.
They're the same service — just different framing. A bank benchmarks against competing banks; a council or aged care provider benchmarks against peer organisations that aren't really competitors. You nominate whichever comparison set makes sense for you.
No. You can track your own centre against the standard and published sector averages, with no nominated peer set — ideal if you just want an independent read on your own performance.
Your bespoke benchmarking results are private to you. You can also choose to exclude your organisation from the published sector rankings if you prefer.
The free rankings compare whole sectors using a fixed sample. This is a private, done-for-you program measuring your centre against the specific peers you choose, with your own recordings and scores.
There's a three-month minimum so trends have time to form, and 12-month plans offer the best value. Beyond that there's no long lock-in — and you can start with a one-off trial first.
Specially trained human assessors — not AI or speech recognition — so nuance, tone and context are judged the way a customer would actually experience them.
Here's the honest answer: reaching a full statistically-valid sample size for every organisation is expensive — and it slightly misses the point.
Your customers don't judge you on a sample. They judge you on the one call they just had. If that call was slow, cold or bounced around, that is their verdict on your brand — no matter what your averages say.
This is a voice-of-the-customer program. We assess a representative, randomly-drawn set of real calls — experienced the way your customers actually experience you, one conversation at a time — so you can see what they see and fix what actually loses them. More on sample sizes here.
See where you really stand
Start with a low-risk trial, or build a program in under a minute. ACXPA Business Members save on every plan.
