The practical hub for call centre resources, tools & benchmarks
Standards. Benchmarking. WFM. Coaching. Training. Roundtables. Eight operational pillars built for real call centre teams — not slide decks or vendor pitches.
Australia-based (Call Centre Rankings are Australia-specific). The frameworks, standards and operational tools apply to any call centre globally.
Everything a call centre actually needs — in one place
ACXPA brings together the eight operational pillars great call centres rely on day-to-day. Click any card to explore what's inside.
Contact Centre CX Standards
A clear, practical definition of "good" — Agent Mastery (5 competencies, 18 behaviours) and Accessibility (5 categories, 48 metrics). Free, full public access.
Explore the standardsAustralian Call Centre Rankings
Independent rankings across Aged Care, Banks, Car Insurance, Councils, Education, Energy and Internet. Quarterly reports, sector leaderboards, national trends.
View the rankingsWorkforce Optimisation Hub
Eight purpose-built tools: Workload & Capacity Planner, Staffing Levels Simulator, Service Level Simulator, Interval Planner, Outlier Detection, Shrinkage Calculator, Replacement Cost, Turnover.
Explore WFM HubCoaching & Performance Hub
Team Leader Coaching Guide (13 scenarios, saved to your profile), Employee Goal Tracker, Outlier Detection Wizard, plus GROW and SMART templates.
Explore coaching toolsTraining & Onboarding Hub
22 included self-paced courses, facilitator guides for internal delivery, the onboarding checklist builder, learner workbooks — plus 25% off live CX Skills training.
Explore trainingRoundtables & Member Bytes
Monthly Call Centre Roundtables with Australia's leading practitioners. Member Bytes — short, on-demand expert sessions with a dedicated call centre section.
Browse roundtablesComplaints Handling Toolkit
7-Step Complaints Handling Framework, automated logging tools, staff cheat sheets, facilitator guides and specialist learning pathways — built for real call centre teams.
Open the toolkitCustomer Response Templates
40 professionally written templates, 10 common situations, 4 channels, 3 tones, 4 compensation outcomes = 480 response variants. Business Membership.
See the templatesLive and extended training via CX Skills
Beyond ACXPA's 22 included self-paced courses, members access live, instructor-led training delivered by industry practitioners via CX Skills — with a generous member discount on every course.
Call Centre Training Courses (CX Skills)
Practical, instructor-led training designed for call centres — agents, team leaders, managers and WFM specialists. Delivered live online, onsite, or as structured self-paced pathways. Official training partner of ACXPA.
Use these immediately
Practical "use-it-today" downloads and calculators — helpful for onboarding, reporting, business cases, and shared language.
Online Erlang C Calculator
Calculate staffing needs instantly — calls per hour, AHT, target service level, shrinkage. A simplified version of the members' Staffing Levels Simulator.
Employee Turnover Calculator
Measure your retention and attrition rates. Subscribers also see benchmark comparisons against Australian contact centre data from the Smaart Recruitment Best Practice Report.
Contact Centre Acronyms Cheat Sheet
Simple A4 reference for the most common contact centre acronyms and jargon — great for new starters and cross-functional teams.
NATO Phonetic Alphabet (printable)
Practical "shared language" tool for call handling — spell names accurately, reduce avoidable errors, useful at every level.
H.E.A.T Model Cheat Sheet
A simple frontline-ready guide to handle complaints with confidence — Hear, Empathise, Apologise, Take Action. Ideal for onboarding and refreshers.
GROW Model Coaching Template
Word template that walks team leaders through Goal, Reality, Options, Will — with question prompts and space for notes. Walk into the next coaching conversation prepared.
SMART Goals Template
Practical Word template that walks you through writing Specific, Measurable, Achievable, Relevant, Time-bound goals — the kind that actually move performance.
Industry Knowledge Quizzes
Test your CX and call centre knowledge with practical industry quizzes based on the global CXPA framework. New quizzes added regularly.
Practical resources for every role inside a call centre
ACXPA supports capability uplift across the entire operation — from frontline employees building confidence, to executives making higher-quality decisions at scale.
Frontline agents
Self-paced courses, complaints frameworks, phonetic and customer service references — built for confidence on the phones.
Team Leaders
Team Leader Coaching Guide (13 scenarios), GROW & SMART templates, Goal Tracker, Outlier Detection, and leadership courses.
Managers & Heads
Rankings, benchmarking, WFM calculators, scenario modelling, and standards for QA, coaching and service delivery.
Executives
Independent benchmarks, clear operating standards, and confidence the operation is aligned to evidence — not opinions or vendor narratives.
WFM & QA specialists
Eight WFM tools, forecasting and capacity planning, QA standards alignment, outlier detection, and dedicated WFM training pathways.
Unlock more at each level
Start with free access to explore. Create a free Subscriber account to remove friction and unlock more. Membership unlocks the complete toolkit.
Visitor
No login requiredLimited free access
- All articles + glossary (open access)
- Contact Centre CX Standards (full read)
- Call Centre Rankings (sector dashboards, leaderboards)
- Erlang C Calculator + Turnover Calculator (no benchmarks)
- Free downloads: Acronyms, NATO Phonetic, HEAT, GROW, SMART
- Featured Member Byte: watch the latest free
- Industry quizzes: one attempt, no certificate
Subscriber
Login required · FreeEverything visitors get, plus more
- Everything visitors get
- Call Centre Rankings: deeper insights, national trends, sector comparisons
- Turnover Calculator: full retention rate with Australian benchmarks
- Roundtables: watch live without re-registering each time
- Watch the latest Call Centre Roundtable replay on demand
- Watch the latest CX Roundtable replay on demand
- Customer Response Templates: 3-template preview library
- Industry quizzes: see correct answers if you get any wrong
Member
Full accessEverything unlocked
- Everything subscribers get
- All 8 WFM Hub tools (full access)
- Coaching & Performance Hub: Team Leader Coaching Guide (13 scenarios) + Employee Goal Tracker (Business)
- 22 self-paced courses (Training & Onboarding Hub)
- Full Call Centre Roundtables archive + searchable transcripts
- Member Bytes full library (Call Centres + CX)
- Customer Response Templates: full 40-template library + 480 variants (Business)
- Facilitator guides for internal training delivery (Business)
- Contact Centre Maturity Tool + diagnostics
- 25% off live CX Skills training
- Private member groups + member directory
Best value: equip your whole team with Business Membership
Business Membership unlocks full access for your entire team — from $497 ex GST for 5 people. The bigger your team, the lower the per-person cost. Each team member gets their own login, their own saved work and their own personal toolkit.
Business Membership
Full access to every ACXPA tool, course, framework, calculator, roundtable and template — for everyone on your team. The bigger your team, the lower the cost per person.
All prices ex GST. Savings calculated against Individual Membership at $197 ex GST per person per year. Need more than 100 people? Contact us for a tailored solution.
Just for yourself?
Individual Membership gives one named person access for $197 ex GST / year — less than $4 a week. You get most ACXPA tools, all WFM calculators, the full roundtable archive, Member Bytes and 22 self-paced courses. Team-focused tools (like Customer Response Templates and the Team Leader Coaching Guide) and the full facilitator-guide library are exclusive to Business Membership.
The value equation is simple
The free tools are designed to be genuinely useful — but teams that rely on ACXPA day-to-day use it as an operating layer: standards, benchmarks, WFM tools, learning and roundtables that reduce rework and lift decision quality.
One avoided bad decision
Or one faster improvement cycle — and Individual Membership has paid for itself.
One uplift in scheduling or QA consistency
Often covers the cost of Business Membership multiple times over — in a single quarter.
One roundtable insight applied
Can remove weeks of debate and opinion-led decision-making across your leadership team.
One replay used for team reinforcement
Saves hours versus building training from scratch — and lifts consistency at the same time.
Two new ACXPA podcasts launching soon
Coming alongside the roundtables and Member Bytes — unfiltered industry takes and in-depth interviews with CX, contact centre, service and technology leaders.
The Customer Verdict
Unfiltered takes on customer experience, contact centres, AI and technology — with Justin Tippett. No guests. No fluff. Just a verdict.
Customer Matters
In-depth interviews with CX, contact centre, service and technology leaders — exploring how they design and run better customer experiences.
Ready to access more, completely free?
Create a free ACXPA Subscriber account — no credit card required. Unlock deeper rankings insights, benchmark comparisons, the latest roundtable replays on demand, the Customer Response Templates preview library, and more.
Create free Subscriber accountWant everything unlocked? Become an ACXPA Member from $197 ex GST/year →
Where free access ends, execution begins
ACXPA membership adds depth — benchmarks, implementation-ready tools, structured learning, and roundtables that reduce rework and improve decision quality across every call centre role.
Practical insight, written by practitioners
Running a modern call centre requires more than technology and KPIs. Explore practical articles and expert insights covering leadership, workforce optimisation, quality, technology, performance management, and more — all written to help contact centre professionals make better decisions and improve outcomes on the floor.
Looking for great contact centre resources ?
This page is designed for visitors and free Subscribers. As a member, you’ll get a faster experience by using your member hub links below.
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
Justin Tippett |Contact Centres, Contact Centre Managers |0Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.
Using AI in Recruitment for Call Centres
Justin Tippett |Contact Centres, Contact Centre Managers |0Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.
Why Looking at AHT Outliers Matters
Justin Tippett |Contact Centre Team Leaders, Contact Centre Managers, Contact Centres |0Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.
Time is Money: How to save time and money by rethinking RTM
Julie-Anne Hazlett |Contact Centre Managers |0Discover the benefits of real-time management automation in the call centre to improve efficiency and the customer experience.
Why Becoming a Leader of Managers is a Recipe for Disaster
Glendon Jackson Evarts |Contact Centre Managers, Employee Experience |0Leading managers is a new challenge. Build trust, drive strategy, and inspire impact with these proven tips to succeed as a true leader of managers.
Australia uses the NATO Phonetic Alphabet, but here’s a funny Aussie version with words like Arvo, Bogan & Quokka. Download it for a laugh!
How to Set KPIs for Call Centre Team Leaders
Marc Carriere |Contact Centre Team Leaders, Contact Centre Managers, Contact Centres |0How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.
Land an interview with our customer service keywords for resumes that will appeal to human recruiters and get you past the AI checks.
Contact Centres and Digital Platforms: A Symbiotic Bond
Evgueni Iakhontov |Contact Centres, Contact Centre Managers, Digital CX |0This article explores the symbiotic relationship between digital platforms and contact centres for improving customer service and operational efficiency.
Handling overflow calls in a call centre environment can be tricky, so we reveal best practice industry tips on how to manage them for your business.
If you've got an angry customer on the phone, we've got 16 Customer Service Phrases for Angry Customers that can apply in multiple situations!
Inject a bit of fun and spookiness into your office with these great Halloween ideas for work including amazing food themes, costumes and more!
