Contact Centre CX Benchmarking PLUS
Peer & Competitor Benchmarking Built on Real Customer Interactions
Independent insights. Real customer interactions. Improve what matters most – CX, sales, and efficiency.
Independent and Objective Contact Centre CX Benchmarking Service
Know Where You Stand. And How to Get Ahead.
The ACXPA Contact Centre CX Benchmarking PLUS Service gives you an unfiltered, independent view of performance – based on real mystery shopping calls assessed against the Australian Contact Centre CX Standards.
Every month, we measure over 80 CX metrics across Accessibility and Agent Mastery – providing detailed scores, evaluator notes, and call recordings so you can see exactly what your customers experience.
But the real power? Comparing your performance to others in your industry – helping you pinpoint what’s working, what’s not, and where you can gain a competitive edge.
Whether you’re focused on lifting sales conversions, reducing friction, or improving service levels, this service provides the clarity and confidence to take action.
Prefer insights on your contact centre only? Explore our Private Call Centre Benchmarking services >
Want us to assess your recorded calls? Explore our Call Quality Assessment services >
What’s Included in the Contact Centre CX Benchmarking PLUS Service
Get independent, data-driven insights every month – showing exactly how your contact centre stacks up against your peers, so you can sharpen what’s working and fix what’s not.
How We Measure Contact Centre Performance
Our approach isn’t based on theory – it’s built from decades of experience in real contact centres. Everything we assess is grounded in what customers actually experience and expect when they reach out to any organisation, regardless of your products or services.
That’s why our benchmarking is universal. We focus on the soft skills and service factors that apply to every interaction – things like how easy it is to connect with you, how well your team communicates, and how effectively they resolve enquiries. Each assessment covers over 80 individual metrics that are proven to impact customer satisfaction, efficiency, and outcomes.
We often hear, “But our business is different.” And it’s true – every organisation has its own products, systems, and priorities. But great customer experiences are built on the same core ingredients. Our framework doesn’t assess your specific process or product knowledge – it focuses on the universal drivers of customer satisfaction, like clarity, empathy, active listening, and how easy it is to reach the right person. That’s what makes our Contact Centre CX Benchmarking relevant across every industry.
If you’re looking for a deeper evaluation of specific journeys, processes, or compliance, check out our private call centre benchmarking services to suit more complex needs.
Agent Mastery
We assess the core soft skills that shape every customer interaction - like empathy, listening, clarity, confidence, and professionalism - across five proven competencies and 18 behaviours.
Accessibility
From IVR design to queue time and scripting, we assess how easy it is for your customers to reach a real person and get the help they need—fast, clearly, and without frustration.
Overall CX Score
We combine Accessibility and Agent Mastery to give you one clear score - so you can track your performance, benchmark it against others, and make confident improvements.
Want to dive deeper into how we assess Agent Mastery and Accessibility? Check out the full details on the Contact Centre CX Standards page to see the exact metrics we use.
What You’ll Receive in Your Reports
Each month and quarter, you’ll receive a detailed report packed with insights based on real customer interactions. No complex dashboards or irrelevant data – just the insights that matter, delivered in a format you can actually use.
| Feature | What You’ll Receive |
|---|---|
| Monthly Performance Report Delivered in Excel or Google Sheets. Includes over 80 metrics covering all CX scores, call-level breakdowns, and evaluator notes. | A complete report with your customer experience results for the month - easy to analyse and share internally. |
| Competitor Comparison Compare your CX results with your nominated competitors and see how you rank overall in your sector. | Benchmark your performance in context - track your position in the sector (1st to last) and identify key strengths or gaps. |
| Quarterly Trends & Insights Visual charts and written summaries showing performance trends over time. | Understand how your CX is tracking across months and quarters with focused commentary to guide next steps. |
| Your Call Recordings Audio recordings of the mystery shopper calls made to your contact centre only. | MP3 recordings of each call to your centre — enabling you to review firsthand. |
| Call Centre Rankings Inclusion Your scores will appear in the Australian Call Centre Rankings unless you choose to opt out. | Contribute to industry-wide visibility and context with your results published in the Australian Call Centre Rankings - showcase publicly or keep private, your call. |
| Optional Results Workshop Optional add-on: a live workshop to dive into your quarterly results and gain additional insights and tips to improve performance. | For those wanting deeper guidance, you can book a workshop to align stakeholders, explore themes, and plan improvements. |
Simple, Transparent and Purpose-Driven Pricing
Unlike many commercial benchmarking services, we’re not here to maximise profit – we’re here to raise the bar for customer experience across Australia. As an independent industry association, our primary focus is to provide reliable, accessible benchmarking data that helps organisations improve and drives better outcomes for the entire industry.
Our pricing reflects that mission. We keep it simple, competitive, and fully transparent – no hidden fees or sales pressure. Just clear pricing and real value, so you can make informed decisions with confidence.
All plans are based on real-world mystery shopping interactions and measured against our nationally recognised Contact Centre CX Standards. And unlike others, we don’t just deliver data – we deliver insights grounded in real contact centre experience.
And while every organisation benefits from their own CX insights, there’s a bigger picture too: the more contact centres that participate, the richer the national dataset becomes – giving us the insights to better support the entire industry with targeted resources, advocacy, and solutions that matter.
Explore Our Most Popular Benchmarking Programs
These pre-configured Contact Centre CX Benchmarking PLUS scenarios are designed to suit different needs – or build your own custom benchmarking plan using the calculator below.
Pre-Built Packages
Get a Baseline
- 6 calls/month to your business
- Compare with 3 other organisations (6 calls each)
- 3-month program
- Sales or service scenario
- Monthly reporting + evaluator notes
$750.00/month
ACXPA Members save 10%
Improve & Lead
- 6 calls/month to your business
- Compare with 5 other organisations (6 calls each)
- 12-month program
- Sales or service scenario
- Quarterly insights reporting
- Includes expert-led workshops
$1,385.28/month
ACXPA Members save 10%
Performance Accelerator
- 10 calls/month to your business
- Compare with 8 other organisations (6 calls each)
- 12-month program
- Sales or service scenario
- Quarterly insights reporting
- Includes expert-led workshops
$2,166.88/month
ACXPA Members save 10%
Frequently Asked Questions
Got questions about the ACXPA Contact Centre CX Benchmarking PLUS Service? We’ve got answers. Below you’ll find detailed information about how the program works, what’s included, how scores are calculated, and how your centre compares. Just click each section to expand.
What does the benchmarking program cost?
Pricing starts from just $750 per month (ex GST), and ACXPA Business Members save an additional 10%.
What’s the minimum commitment?
The minimum is just three months, but you'll get the best value and insights from a 12-month program.
What’s the minimum number of calls you recommend?
We recommend at least six calls to your own business per month. This provides enough data to highlight strengths, uncover weaknesses, and identify trends – without overwhelming your team or budget. You can benchmark against as few as three other organisations with three calls each.
How many other organisations can I benchmark against?
Our most popular plan includes any five organisations you nominate, but you can compare anywhere from three to ten organisations in the same sector as you.
Can I purchase benchmarking without competitors?
Absolutely. If you're more focused on internal performance improvement, our Private Call Centre Benchmarking Services uses the same scoring and reporting – just without external benchmarking to other organisations with the added opportunity to also include checks for your own compliance metrics and standards.
What kind of scenarios are used in the calls?
We design the mystery shopping scenarios to match typical enquiries in your sector that enable us to be discreet and realistic to ensure genuine interactions with your team (e.g. pricing and service queries posing as new customers, general customer service questions).
Can you assess compliance metrics like ID checks or accuracy?
Yes. We also offer a fully customised program that enables us to assess specific compliance checks – such as verifying ID protocols, legal disclaimers, accuracy of info provided, or any other regulatory requirement. Learn more >
How is this program connected to the Call Centre Rankings?
The Contact Centre CX Benchmarking program uses the same scoring and standards as the Australian Call Centre Rankings. Your results contribute to the broader data set – and unless you opt out, your performance will be included in the Rankings.
Can I keep my results private from the Call Centre Rankings?
Yes. You can choose to opt out of public rankings if you prefer. You’ll still receive all your internal benchmarking insights, comparison results and call recordings – we’ll just not list your business in the public rankings.
Do you benchmark other channels like email or live chat?
We sure do. Our Customer Service Benchmarking Service supports email, live chat and even web enquiry form assessments.
What is the Quarterly Workshop?
The Quarterly Workshop is a one-on-one online session tailored specifically to your organisation. We’ll walk you through your latest benchmarking results, highlight key trends and changes, and help you identify practical actions to improve performance. It’s your dedicated time to ask questions, explore what’s working (or not), and get expert advice grounded in real-world contact centre experience – no generic fluff, just meaningful insights for your team.
What happens after the end of the contract period?
After the end of your contract period, you’re free to continue month-to-month, switch to a quarterly subscription, or move to a longer-term plan for added discounts. While early results are valuable, the real impact comes with longer-term participation – allowing you to spot trends, track improvements, and build a deeper understanding of your contact centre’s performance. The longer you stay in, the sharper your strategy becomes.
When do I receive my reports?
Reports are typically delivered at the start of each month however we can tailor delivery to align with your requirements. If you're on a 12-month plan, you'll also receive quarterly deep-dive insights with trend analysis and recommendations.
Will I get access to historical data?
Benchmarking starts from the moment you join so what are you waiting for? Contact us now to get started!
How can we improve our benchmarking results?
Some organisations prefer to act independently on their benchmarking insights – and that’s completely fine. But if you’re looking for additional support to accelerate improvements, there are two powerful ways we can help:
- ACXPA Membership – Members get access to Australia’s best call centre resources, expert insights, private peer groups, and exclusive data.
- Public & Private Training Courses – Delivered through CX Skills, our courses are built to improve Agent Mastery, Accessibility, and Overall CX – aligned directly with the Australian Contact Centre CX Standards.
Plus, ACXPA Members receive 25% off all CX Skills public training courses!
We offer flexible training options based on role:
Whether it’s improving customer service, increasing sales conversions, or lifting coaching or leadership capability, we’ll help you turn your benchmarking insights into measurable results.
Why ACXPA? Trusted by the Industry. Led by Experts.
The ACXPA Contact Centre CX Benchmarking PLUS Service is grounded in real-world experience, not theory. It’s led by two of the most respected names in the Australian contact centre industry:
He’s also designed and delivered standards‑based training to thousands of contact centre employees—driving immediate, measurable improvements against the Contact Centre CX Standards.
As co‑architect of ACXPA’s Benchmarking programs, Simon ensures your private benchmarking results are accurate, practical and actionable, grounded in real customer experience.
A respected thought leader, Justin has helped countless contact centres across the world lift their customer experience through practical frameworks, education and community engagement.
ACXPA is proudly 100% Australian owned and operated. We don’t outsource offshore – we use local mystery shoppers and assessment experts who understand your market, your customers, and your expectations.
Unlike large global benchmarking firms, we’re laser-focused on the Australian CX and contact centre industry. This isn’t a side product for us – it’s our passion. And we’ve got the people, experience, and commitment to back it up.
Get Started or Request a Quote
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Prefer to talk to someone? Call us on +61 3 9492 2871 or book a discovery session >
