The practical hub for call centre resources, tools & benchmarks
Eight operational pillars built for real call centre teams — Standards, Benchmarking, WFM, Coaching, Training, Roundtables, Complaints and Response Templates. Independent. Practitioner-led. Built to be used on the floor by call centres anywhere in the world.
The only Australia-specific resources are our Call Centre Rankings (which benchmark Australian call centres by sector). Every other tool, framework, standard and template is fully portable globally.
What's in it for you?
Pick your role below to see the specific tools, frameworks and training built for what you actually do day-to-day. Membership unlocks every tool across every role — not just the ones in your tab — so the same investment supports your frontline, your Team Leaders, your trainers, your managers, your execs and your WFM team.
You're on the phones — we'll help you sound confident, handle anything, and grow your career.
Frontline call handling is harder than people give it credit for. ACXPA gives you the references and self-paced training to handle tough calls calmly, learn the language of the industry fast, and build the skills that move you up.
Handle angry callers without losing your cool
The H.E.A.T Model Cheat Sheet (Hear, Empathise, Apologise, Take Action) gives you a step-by-step way to de-escalate complaints — print it, stick it next to your screen, refer to it on tough calls.
Spell anything correctly the first time
The NATO Phonetic Alphabet printable means no more "S for Sam, no wait, F for Frank" — the same shared language used by call centres, emergency services and aviation worldwide.
Build skills on your own schedule
Members get 22 self-paced courses included on customer service, complaints handling, communication and call centre fundamentals — plus 25% off 300+ more courses, pathways and qualifications via CX Skills. Perfect for the gaps between calls or building a case for promotion.
Learn the jargon fast
The Contact Centre Acronyms Cheat Sheet decodes the alphabet soup — AHT, SLA, ASA, FCR, NPS, CSAT — so you can sound like a pro from day one and follow what your TL is talking about in WIPs.
Test what you know (and find your gaps)
Industry quizzes based on the global CXPA framework let you check your knowledge across customer service and contact centre fundamentals — great for self-development and interview prep.
Hear how the best in the industry actually do it
Member Bytes are short, on-demand sessions where Australia's leading practitioners explain what's working right now — learn from people doing the job, not consultants reading slides.
The career-defining tools for Team Leaders who want to lead well, not just survive the week.
Team leadership in a call centre is one of the toughest middle-management roles in any industry — coaching, QA, outliers, 1:1s, complaints, rostering, sickies, the lot. ACXPA gives you structured frameworks, time-saving tools, and conversation guides so you can stop winging it and start coaching with genuine impact.
Walk into every coaching conversation prepared
The Team Leader Coaching Guide generates a tailored, framework-anchored prep guide across 14 of the most common call centre coaching scenarios — AHT, complaints, absenteeism, attitude, sales, schedule adherence — so you stop winging it and start running structured conversations that actually move performance.
Track every goal, every check-in, every metric — all saved to your profile
The Employee Goal Tracker (available to Business Members only) logs every development goal across your team with scheduled check-ins, automated email reminders, timestamped progress notes, and current-vs-target metric tracking. Everything saves to your profile and syncs across devices — so nothing falls through the cracks and your 1:1s have actual structure.
Spot who genuinely needs coaching (and who's just having a bad week)
The Outlier Detection Wizard calculates the expected handle time, sales rate, or any metric for your team — then highlights who's actually falling outside the normal range. Stop coaching based on gut feel; coach based on what the numbers actually show.
Set goals your team will actually hit
The SMART Goals template walks you through writing Specific, Measurable, Achievable, Relevant, Time-bound goals — with worked examples written specifically for Team Leaders, so you're not adapting generic corporate templates to a contact centre context.
Run great coaching conversations with GROW
The GROW Model Coaching Template walks you through Goal, Reality, Options, Will — with question prompts, space for notes, and five real call centre examples showing you how to diagnose performance properly instead of jumping straight to solutions.
Build team engagement with industry quizzes
Use the Industry Knowledge Quizzes (based on the global CXPA framework) as a friendly team competition — great way to break up a WIP, lift product/process knowledge, and spot the agents quietly developing themselves who might be your next Team Leader.
Run training in-house without writing it from scratch
The full facilitator-guide library (available to Business Members only) gives you Active Listening, Complaints Handling and H.E.A.T sessions — each with detailed speaker notes, timing guides, discussion prompts, scenario activities and printable participant Pocket Guides. Deliver real training internally without the cost of an external facilitator.
Step up to the role with extensive training
Members get 22 self-paced courses included (covering coaching, leadership, performance management and difficult conversations) PLUS 25% off the full CX Skills library of 300+ live and self-paced courses, pathways and qualifications delivered by industry practitioners.
You're expected to lift capability, recruit the right people, and onboard them fast — usually as a team of one.
Trainers, L&D specialists and HR business partners supporting call centres carry enormous load: recruitment, induction, role-specific training, coaching frameworks, and capability uplift — all while justifying the budget. ACXPA gives you ready-to-deliver training material, interview toolkits, induction builders and job description libraries that turn weeks of work into hours.
Deliver real training in-house without writing the deck
The full facilitator-guide library (available to Business Members only) gives you three complete, ready-to-run sessions: Active Listening (H.E.A.R.D framework, 30-min session), Complaints Handling (22-slide deck), and HEAT de-escalation (23-slide deck). Each includes speaker notes, timing, discussion prompts, scenario activities and printable participant Pocket Guides — deliver a polished session as a first-time facilitator.
Recruit the right people with structured behavioural interviews
The STAR Interview Toolkit for Frontline CS Roles gives hiring managers pre-written STAR questions, scoring rubrics and interview templates — plus five real worked examples showing how to probe for complete responses, score objectively, and distinguish strong candidates from rehearsed ones. Stop relying on gut-feel interviews.
Build a personalised induction in 10 minutes
The Induction Checklist Builder generates a structured five-timeframe onboarding plan for any new hire — select their channels, function and work model, and the tool builds a tailored checklist from pre-start preparation through to 30-day sign-off, with embedded training recommendations. Save, sync and add custom items for your operation.
A job description library you don't have to write
Ready-to-adapt Word templates for every key call centre and customer service role — Agent, Team Leader, Customer Service Officer, Customer Service Manager, Call Centre Manager — with pre-written responsibilities, requirements and KPAs aligned to industry standards. Plug in your branding, adapt the specifics, you're done.
Build coaching capability across your TL group
Cascade coaching consistency by giving your Team Leaders the GROW Model template (with five real worked examples), SMART Goals templates for leadership objectives, and structured frameworks they can actually use — not just send them to another generic leadership course.
Quantify training ROI with hard numbers
The Employee Replacement Cost Calculator and Turnover Calculator turn "we have a retention problem" into a defensible dollar figure — perfect for justifying induction investment, leadership development, or a new L&D headcount. Use it in business cases that actually get signed off.
22 included courses + 25% off 300+ courses, pathways & qualifications
Members get 22 self-paced courses included for agents, TLs and managers — useful as part of structured learning pathways or for filling individual skill gaps. PLUS 25% off the full CX Skills library of 300+ live and self-paced courses, pathways and accredited qualifications, delivered by industry practitioners across every contact centre role.
Cross-hub access for the whole capability function
Business Membership doesn't stop at call centre training — you also get the CX Hub, Customer Service Hub, Complaints Handling Hub, Coaching & Performance Hub and Training & Onboarding Hub. One investment covers your full L&D scope across customer-facing teams.
You're accountable for service levels, costs, attrition, quality and CX — all at once.
You need evidence-based answers, not vendor pitches. ACXPA gives you the operational diagnostic, independent benchmarks, the calculators to model decisions before you make them, and the standards to align quality and coaching to.
See your operation's maturity in 15 minutes
The Contact Centre Maturity Tool scores you across seven weighted domains, gives you an overall maturity score, breaks it down by domain, and surfaces the highest-impact focus areas — perfect for board updates, transformation roadmaps, or just knowing what to fix first.
Build a defensible headcount business case
The full Workforce Optimisation Hub gives you eight purpose-built WFM tools — Workload Calculator, Erlang C Staffing Simulator, Service Level Simulator, Interval Planner, Shrinkage, Outlier Detection, Replacement Cost and Turnover. Translate volume, AHT and shrinkage into actual headcount so your budget number is backed by maths, not gut feel.
Know exactly where you stand — two ways
The free Australian Call Centre Rankings benchmark you against your sector quarterly (Aged Care, Banks, Car Insurance, Councils, Education, Energy, Internet). For deeper or sector-specific insight there are paid Benchmarking Services — Get Your Call Centre Ranking, Monthly Snapshot, Competitor/Peer Benchmarking, Private Benchmarking and QA/Call Recordings Assessment. Business Member discounts apply.
Sense-check decisions before you make them — fortnightly
Open Mic with Justin Tippett (ACXPA CEO) is a fortnightly off-the-record Zoom drop-in (Tuesdays 11am–12pm AET). Bring real work — a vendor decision, a quality issue, a leadership challenge, or just "where do I find this on ACXPA?" Some sessions are lively group conversations, others end up one-on-one. No recording, low pressure, easy to drop in and out of.
Align the operation to clear, free standards
The Contact Centre CX Standards give you a published, free, defensible reference point across Agent Mastery (5 competencies, 18 behaviours) and Accessibility (5 categories, 48 metrics) — so QA, coaching and reporting all run off the same framework instead of internal opinion.
Quantify the real cost of attrition
The Employee Replacement Cost Calculator factors recruitment, training, lost productivity, exit, onboarding and ramp-up across seven cost categories — turning "we have a turnover problem" into "we lost $487k last year, here's the retention investment that pays back in 8 months."
One shared language across your operation
The ACXPA glossary defines every key metric and concept your team uses — AHT, ASA, FCR, NPS, CES, occupancy, shrinkage, schedule adherence, abandon rate and dozens more — with practical guidance on what each one actually means for your operation. Onboard new starters in half the time.
Learn what other CC leaders are actually doing
Monthly Call Centre Roundtables connect you with Australia's most experienced contact centre leaders — full archive plus searchable transcripts for Members, so you can find exactly when someone talked about WFM software, AI deflection, or rostering for hybrid teams.
Your membership covers the whole platform
Membership doesn't stop at call centre tools — you also get the CX Hub, Customer Service Hub, Complaints Handling Hub, Benchmarking Hub, Coaching & Performance Hub and Training & Onboarding Hub. One membership; every part of your operation covered.
You don't need more dashboards — you need confidence the operation is aligned to evidence.
ACXPA gives you the operational diagnostic, published standards and independent benchmarks to challenge vendor narratives, validate transformation priorities, and report up with confidence.
One-page maturity snapshot for the board
The Contact Centre Maturity Tool produces a clear, defensible maturity score across seven weighted domains with prioritised focus areas — ready to drop into a board pack or transformation business case. Works for any contact centre regardless of sector.
Validate the operation against published standards
The Contact Centre CX Standards give you and your audit teams a defined, free, publicly available reference point for Agent Mastery and Accessibility — so improvement priorities aren't a matter of internal opinion or vendor-influenced advice.
Challenge vendor pitches with confidence
The Call Centre Roundtables and Member Bytes are full of unvarnished, practitioner-led insights on what's actually working with WFM platforms, AI, voice biometrics and CCaaS — so you don't get sold a story by a vendor's slides.
Independent benchmarks — free and paid
The free Australian Call Centre Rankings publish quarterly results across seven sectors — no vendor influence, no self-reported data. For board-grade competitive analysis, paid Benchmarking Services include Competitor/Peer Benchmarking, Private Benchmarking, QA/Call Recordings Assessment and Customer Service Benchmarking. Business Member discounts apply.
Direct access to ACXPA's CEO — fortnightly
Open Mic with Justin Tippett is a fortnightly off-the-record Zoom drop-in with the ACXPA CEO (decades leading and improving contact centres, including as CEO of a large BPO). Sense-check a CX strategy, validate a vendor decision, talk through a transformation call. No recording, no pitch, no fluff — just direct practitioner-level input on real decisions before you make them.
Quantify retention as a strategic lever
The Employee Replacement Cost Calculator and Turnover Calculator convert workforce churn into a dollar figure your CFO will engage with — making the business case for retention investment a numbers conversation, not an HR plea.
One membership covers your whole CX function
Business Membership doesn't just unlock the call centre tools — your team also gets the CX Hub, Customer Service Hub, Complaints Handling Hub, Benchmarking Hub, Coaching & Performance Hub and Training & Onboarding Hub. One investment, every part of your customer-facing operation.
One Business Membership = your whole leadership group
A single Business Membership covers your entire team — from frontline to head of CX — meaning your operation works from the same standards, the same benchmarks and the same playbook.
Forecasting, capacity, scheduling, shrinkage, outliers, QA standards — all built specifically for you.
You're often a team of one or two doing work that has massive cost and CX consequences. ACXPA gives you eight purpose-built WFM tools, outlier detection, QA standards alignment, and dedicated WFM training pathways — so you can stop building Excel models from scratch.
Forecast headcount across any timeframe
The Workload Calculator translates volume, handle time, and shrinkage into headcount requirements across daily, weekly, monthly and annual views — the foundation of any capacity plan.
Run Erlang C without building it from scratch
The Staffing Levels Simulator is a full Erlang C calculator factoring in shrinkage, occupancy, AHT and service level targets — replace your home-grown spreadsheet with a maintained, validated tool.
Model what happens before you commit
The Service Levels Simulator shows you live, interactive charts of how changes to staffing, volume, or AHT impact your service levels — so you can stress-test scenarios before you take them to ops.
Plan staffing interval by interval
The Interval Planner generates per-interval staffing estimates based on your call volume patterns, AHT and service level targets — so coverage matches demand throughout the day, not just on average. Pick your interval length (15/30/60 min), set opening hours, and adjust targets to see instant staffing requirements.
Find outliers without writing macros
The Outlier Detection Wizard calculates expected values for any metric (AHT, talk time, sales) and surfaces who's falling outside the normal range — with a macro-enabled Excel version for full-team analysis using 3-sigma statistical method.
Break shrinkage down properly
The Advanced Shrinkage Calculator breaks down every shrinkage category — leave, training, meetings, breaks, off-phone — and calculates the combined impact, so your shrinkage figure is defensible, not a round number you guessed.
External QA assessment — outside eyes on your calls
The ACXPA QA / Call Recordings Assessment gives you an independent, externally-scored view of your call quality — useful for validating your internal QA framework, calibrating QA scorers, or building a defensible case to leadership. Part of the broader Benchmarking Services suite with Business Member discounts available.
Train into the role properly
Members get 22 self-paced courses included plus 25% off the full CX Skills library of 300+ courses, pathways and qualifications — including structured WFM pathways for analysts, planners and WFM managers delivered by industry practitioners.
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.
Define what "good" actually looks like
The Contact Centre CX Standards give your QA, coaching and reporting a clear, free, publicly available reference point — Agent Mastery (5 competencies, 18 behaviours) and Accessibility (5 categories, 48 metrics).
Explore the standardsKnow exactly where you stand in your sector
Free independent quarterly Call Centre Rankings across seven sectors — plus paid Benchmarking Services for deeper insight: Get Your Call Centre Ranking, Monthly Snapshot, Competitor/Peer Benchmarking, Private Benchmarking, QA/Call Recordings Assessment and Customer Service Benchmarking. Business Member discounts apply.
View rankings & servicesForecast, schedule and model with confidence
Eight purpose-built WFM tools so you stop building Excel models from scratch — Workload & Capacity Planner, Erlang C Staffing Simulator, Service Level Simulator, Interval Planner, Outlier Detection, Shrinkage, Replacement Cost and Turnover.
Explore WFM HubHelp Team Leaders coach with structure, not gut feel
The Team Leader Coaching Guide generates tailored prep across 14 common call centre scenarios. The Goal Tracker logs check-ins and metrics. The Outlier Detection Wizard surfaces who actually needs coaching — plus GROW and SMART templates.
Explore coaching toolsRun real training in-house without writing it
22 self-paced courses included with membership, plus 25% off the full CX Skills library of 300+ courses, pathways and qualifications. Business Members also get the full facilitator-guide library (Active Listening, Complaints, H.E.A.T) with speaker notes, timing, scenarios and printable Pocket Guides — plus the Induction Checklist Builder and STAR Interview Toolkit.
Explore trainingLearn what's actually working from the practitioners doing it
Monthly Call Centre Roundtables with Australia's leading contact centre leaders — plus Member Bytes, short on-demand expert sessions. Full archive with searchable transcripts so you can find exactly when someone talked about WFM, AI deflection or rostering.
Browse roundtablesHandle complaints consistently across the whole team
The 7-Step Complaints Handling Framework, automated logging tools, staff cheat sheets (H.E.A.T model), facilitator guides for internal training, and specialist learning pathways — everything needed to lift first-contact complaint resolution.
Open the toolkitStop reinventing responses from scratch
40 professionally written templates × 10 common situations × 4 channels (phone, email, SMS, chat) × 3 tones × 4 compensation outcomes = 480 ready-to-edit response variants. Available to Business Members only. Lift quality and consistency without scripting your agents into robots.
See the templatesRun your own in-house training — without writing it from scratch
For many contact centres, the facilitator-guide library alone is the reason to take out Business Membership. Each guide gives you a complete, ready-to-deliver training session with speaker notes, timing, discussion prompts, scenario activities and printable Pocket Guides for participants — so any Team Leader or Manager can deliver real training internally without the cost of an external facilitator.
Active Listening (H.E.A.R.D Framework)
Complete 30-minute session teaching Hear, Empathise, Acknowledge, Respond, Document — with worked examples, scenario practice and participant Pocket Guide.
Complaints Handling
22-slide facilitator deck built around the ACXPA 7-Step Complaints Handling Framework — pair it with the frontline Complaints Handling Pocket Guide for participants.
H.E.A.T Model (Difficult Calls)
23-slide structured session teaching the H.E.A.T Model (Hear, Empathise, Apologise, Take Action) for de-escalating angry callers — with discussion prompts and scenarios.
The maths is simple: one externally-delivered training session for a team of 20 often costs more than a full year of ACXPA Business Membership. Run the same session in-house twice, and you've already paid for the membership several times over — with the ongoing access to every other tool, framework, roundtable and template thrown in.
Live 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.
Free Call Centre Tools you can use 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.
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
Included with all memberships
- Everything subscribers get
- All 8 WFM Hub tools (Workload, Erlang C, Service Level, Interval Planner, Outlier Detection, Shrinkage, Replacement Cost, Turnover)
- Contact Centre Maturity Tool + diagnostics
- Full Call Centre Roundtables archive + searchable transcripts
- Member Bytes full library (Call Centres + CX)
- Open Mic with Justin Tippett (fortnightly off-the-record drop-in)
- 22 self-paced courses included
- 25% off the full CX Skills library of 300+ courses, pathways & qualifications
- Access to every other ACXPA Hub (CX, Customer Service, Complaints, Benchmarking, Coaching, Training)
- Discounts on paid ACXPA Benchmarking Services
Business Membership only
- Team Leader Coaching Guide (14 scenarios)
- Employee Goal Tracker (online tool, saves to profile)
- Customer Response Templates: full 40-template library + 480 variants
- Facilitator-guide library (Active Listening, Complaints, H.E.A.T)
- Participant Pocket Guides for internal training delivery
- STAR Interview Toolkit + Examples
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 access to every ACXPA hub: Call Centre, CX, Customer Service, Complaints, Benchmarking, Coaching and Training.
Business Membership
Full access to every ACXPA tool, course, framework, calculator, roundtable and template — across every hub — 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 (Customer Response Templates, Team Leader Coaching Guide, Goal Tracker) 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 facilitator-led training session delivered in-house
Often pays for an entire year of Business Membership — with every other tool, roundtable and template thrown in.
One Open Mic sense-check before a big decision
Fortnightly off-the-record Zoom with ACXPA's CEO. Talk through a real CX, contact centre or vendor decision before you make it — often pays for membership with the first conversation alone.
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.
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.
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.
