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🏆 Overall CX Leaderboard
Best Call Centres in Australia - Q2 2025
Industry AVE55.7%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
📞 Accessibility Leaderboard
Best Call Centres in Australia - Q2 2025
Industry AVE63.8%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Articles
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.Read article »
❤️ Agent Mastery Leaderboard
Leaders by Sector - Q2 2025
Industry AVE55.7%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Glossary Terms
Shrinkage
Call centre shrinkage< is the percentage of paid time that agents are available to handle customer calls — due to breaks, meetings, training, leave, sickness, coaching, late starts, system downtime, and more.Read More »Peak End Rule
If you want to share and earn points please login firstRead More »
Upcoming Courses & Events
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August 2025 Phone Customer Service PRO
Equip your employees with superior phone customer service skills in the August 2025 Phone Customer Service PRO training course with 9 hours of facilitated learning (3...View event > -
August 2025 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this August 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event > -
August 2025 Customer Service Phone Essentials
The August 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
August 2025 Phone Customer Service Foundations
The August 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
August 2025 Live Chat Management Course
Designed for Managers of the Live Chat/Text Chat channel, the August 2025 teaches the fundamental skills and practices required to manage this critical function across...View event >