Practical Contact Centre Tools, Templates & Calculators

These downloads are built for real contact centre work — workforce planning, performance, capability, and operational decision-making. Just browse the resources below and grab what you need.

Want to go deeper? ACXPA also publishes a growing library of contact centre playbooks, guides, and best-practice resources in our Call Centre Hub — and members unlock even more via the WFM Hub.

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Contact Centre Management Whitepapers

Learn more about contact centre management best-practice with these free whitepapers that you can download.

AHT Outlier Report (Membership Required: Individual)

Business Continuity Plan Template for Call Centres (Membership Required: Subscriber or Individual)

Contact Centre Acronyms Cheat Sheet

A single A4 page containing the most commonly used acronyms and jargon used in a contact centre (aka call centre). For a complete list of all the acronyms used in the contact centre and customer experience industry, please refer to our CX and Call Centre Glossary.

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Filename	Contact-Centre-Acronyms-Cheat-Sheet.pdf
Filesize	149.62 KB
Version	3.0
Date added	22 April 2026
Category	Contact Centre Management

Contact Centre Manager Job Description (Membership Required: Individual)

Contact Centre Team Leader Job Description (Membership Required: Individual)

Employee Attrition Rate Calculator (Membership Required: Subscriber or Individual)

Employee Replacement Cost Calculator (Membership Required: Individual)

Employee Turnover Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Turnover rate enables you to track performance and identify potential challenges and opportunities within your business.

The Employee Turnover Rate Calculator to determine your turnover rate by 3,6,9, and 12 months. it also contains a new hire turnover rate calculator as well as enabling you to calculate an overall, and by department turnover rate.

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?