Contact Centre Manager Resources, Calculators and Guides
The Australian Customer Experience Professionals Association (ACXPA) provides a range of resources for contact centre managers including erlang calculators, cheat sheets etc that you can download on this page along with a range of articles for contact centre managers, team leaders and frontline agents, benchmarking data and industry information, Call Centre Ranking Reports, a private group to share insights and ideas with other contact centre managers, training courses, fortnightly roundtables and lots more!
We’re always working to provide our members with tools and resources to help them succeed, so if you can’t find what you’re looking for please let us know >
We also have a range of other downloads including calculators, guides, templates, job descriptions, quizzes and presentations to help improve your customer service, increase efficiency, optimise the CX, increase engagement and lots more! View all downloads >
Employee Attrition Rate Calculator
When an employee decides to leave your business, it can be draining both emotionally and financially.
Knowing your Employee Attrition Rate can provide you with powerful insights that enable you to make informed decisions on whether the attrition rate is appropriate for your business and where needed, to take corrective actions.
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 Attrition, including a definition, common FAQs, leading causes and industry data for attrition in contact centres in Australia?
Learn more Employee Attrition >
P.S You may also be interested in the Employee Replacement Cost Calculator or the Employee Turnover Rate Calculator
The Employee Attrition Rate Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >
| Filename | Employee-Attrition-Rate-Calculator-1.xlsx |
| Filesize | 61.18 KB |
| Version | 1.0 |
| Date added | August 22, 2023 |
| Category | Contact Centre Management, General Business |
Employee Replacement Cost Calculator
When an employee decides to leave your business, it can be draining both emotionally and financially.
But how much does it actually cost in hard numbers?
Whether you are trying to work out the costs for your own business, or you are looking for some supporting data to support an investment in activities to improve your employee engagement, change recruitment processes etc., this employee replacement cost calculator (aka Employee Turnover Cost Calculator) is here to help.
The calculator is built in Excel and has been designed to be easy to use – just enter the required data and it will calculate the figures for you.
It includes both direct and indirect costs such as:
- Training costs
- Lost productivity
- Admin support
- Team Leader/Manager support and lots more!
The Excel sheet is unlocked to enable you to edit/add/delete data as needed to customise it exactly as you need.
Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?
Learn more about Employee Turnover >
P.S You may also be interested in the Employee Turnover Rate Calculator or Employee Attrition Rate Calculator
The Employee Replacement Cost Calculator is only available to download for ACXPA individual Members. Learn more >
| Filename | Employee-Replacement-Costs-Calculator-1.xlsx |
| Filesize | 60.30 KB |
| Version | 2.0 |
| Date added | September 23, 2023 |
| Category | Contact Centre Management, General Business |
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?
Read the Employee Turnover glossary term >
The Employee Turnover Rate Calculator is free to download! ACXPA provides a range of exclusive resources to help businesses elevate their customer experience. Discover which membership is right for you >
| Filename | Employee-Turnover-Rate-Calculator.xlsx |
| Filesize | 67.87 KB |
| Version | 1.0 |
| Date added | August 22, 2023 |
| Category | Contact Centre Management, General Business |
Environmental Policy Template
Download our free Environmental Policy Template for Australian businesses.
This download is only available for ACXPA Individual Members. Learn more >
| Filename | Environmental-Policy.docx |
| Filesize | 16.99 KB |
| Version | 1 |
| Date added | April 26, 2022 |
| Category | General Business |
Press Release Template
Download our Press Release template to ensure your Press Release has the best chance of being published. ACXPA Vendor Members can submit Press Releases for release to the industry for free! Learn more about ACXPA Vendor Memberships >
This download is only available for ACXPA Subscribers and Members. Discover which membership is right for you >
| Filename | ACXPA-Press-Release-Template.docx |
| Filesize | 41.00 KB |
| Version | 1 |
| Date added | August 1, 2022 |
| Category | General Business |
Return on Investment Calculator
ROI or Return on Investment is one of the most common calculations used in determining the value of an investment in a business and a positive ROI is often required for an investment to get approved.
Learn more about ROI including a definition and an example from the contact centre industry.
The ROI Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >
| Filename | ROI-Calculator.xlsx |
| Filesize | 125.54 KB |
| Version | 2.0 |
| Date added | March 25, 2022 |
| Category | General Business |
