, you've got everything ACXPA offers.
As part of 's ACXPA Business Membership, every tool, calculator, diagnostic, template, facilitator pack and live session is unlocked for you and your team.
Use this page to discover anything you haven't tried yet, or share specific tools with colleagues who'd benefit.
Includes the premium team deployment tools: Persona Builder, Goal Tracker, Coaching Guide, facilitator guides, full response template library and complaints management tools.
, you've got everything ACXPA offers.
As part of 's ACXPA Vendor Membership, every member tool, calculator, diagnostic, template, guide and live session is unlocked for you and your team.
Use this page to discover anything you haven't tried yet, or share specific tools with colleagues who'd benefit.
Includes the full searchable roundtable and Member Byte archive, the self-paced course library and 25% off live CX Skills training.
Find the exact resource you need
Every tool, template and calculator ACXPA offers, in one place. Pick how you'd like to browse.
Two ways in — pick one:
Every tool shows the access tier it needs — tap a level above to see exactly what's included.
Free * = free to use, with more unlocked by Individual or Business Membership.
Diagnose & Assess8 tools
Assess your current state across CX, customer service, contact centre operations and persona readiness. Scored results, domain breakdowns, prioritised action.
- CX Maturity Pulse CheckAssess your organisation's CX maturity quickly with this 5-question CX Pulse diagnostic providing a rapid snapshot — a quick starting point before conducting a comprehensive assessment with your team.
- Customer Service Health CheckA comprehensive diagnostic tool assessing customer service across 17 dimensions grouped into four categories (Frontline Experience, Management Infrastructure, Listening & Learning, Enablers), tailored to business type with weighted scoring.
- Contact Centre CX Benchmarking DIY CalculatorAn interactive pricing calculator for the CX Benchmarking PLUS service, helping contact centres estimate costs for custom benchmarking and competitive performance insights from experienced QA specialists.
- Call Quality Assessment Pricing EstimatorA paid expert call quality assessment service where experienced Australian QA specialists evaluate real customer call recordings, providing detailed feedback, scoring, and improvement recommendations.
- Private Benchmarking Pricing EstimatorA confidential, private mystery shopping service exclusively for contact centres, with experienced Australian QA specialists evaluating real customer call experiences and providing PLUS benchmarking insights.
- Customer Persona Readiness CalculatorA single-slide editable PowerPoint persona template for ACXPA Subscribers and Members. One page, fully populated structure: photo + persona name + four trait pills + pull-quote + demographics + personality sliders + bio + goals +…
- CX Maturity AuditThe ACXPA flagship CX maturity diagnostic — a 42-question assessment across six strategic pillars (Strategy & Governance, Data & Insights, Experience Design, Tech & AI, Culture & Enablement, Measurement & ROI) that benchmarks an…
- Contact Centre Maturity ToolAn interactive, member-only diagnostic assessing contact centre maturity across seven weighted domains, delivering overall scores (1–5 / percentage), domain-by-domain breakdowns, and prioritised focus areas with matched ACXPA resources.
Calculate & Model12 calculators
Build data-backed business cases. Quantify CLV, churn, retention, ROI, turnover cost — the numbers finance and execs actually want to see.
- Customer Lifetime Value (CLV) CalculatorA free interactive calculator estimating Customer Lifetime Value (CLV) using a retention-based formula, helping organisations understand long-term customer value to inform retention and acquisition strategies.
- Customer Lifespan CalculatorA free interactive calculator estimating average customer lifespan based on customer retention rates, helping organisations understand typical customer tenure and inform retention strategy planning.
- Customer Churn Rate CalculatorA free interactive calculator measuring customer churn rate, quantifying customer attrition patterns and helping organisations understand retention challenges to prioritise improvement efforts.
- Customer Retention Rate CalculatorA comprehensive glossary article explaining customer retention rate, covering the formula, calculation methodology, and practical applications for measuring customer loyalty and tracking retention performance.
- NPS CalculatorAn interactive NPS (Net Promoter Score) calculator embedded in a comprehensive glossary article, explaining the methodology, calculation approach, and practical applications for measuring customer advocacy.
- ROI Calculator SuiteA comprehensive glossary article explaining Return on Investment (ROI), covering the formula, calculation methodology, and practical applications for evaluating project value and building business cases.
- Employee Turnover CalculatorTrack employee retention and new hire turnover for your team with two calculators — compare results against contact centre industry benchmarks and estimate attrition costs using the built-in cost estimator.
- Employee Cost CalculatorCalculate the fully-loaded cost of an employee — wage plus superannuation, on-costs, overhead and shrinkage — shown per year, per hour and per minute on a paid-time or productive-time basis, with itemised statutory on-costs for Australia…
- Per Minute Cost CalculatorCalculate the fully-loaded annual cost of avoidable handling time in a contact centre, converting wasted seconds per call into dollars and full-time-equivalent capacity, with a branded PDF business case for members.
- Survey Sample Size CalculatorA free survey sample size calculator with two modes — how many responses to collect for a target confidence and margin of error, and how reliable a current survey already is — with metric-aware maths for CSAT, NPS and CES (using the…
- Erlang Call Centre Calculator (Excel)Calculate precise contact centre staffing requirements for your team using this paid Excel workbook performing Erlang C calculations — a professional macro-enabled workforce planning tool from the ACXPA shop.
- Employee Replacement Cost CalculatorCalculate the complete replacement cost for your team members across seven detailed cost categories — from exit costs through to productivity ramp time — seeing the true financial impact of turnover.
Plan & Forecast (WFM)8 tools
Replace your spreadsheet stack. Purpose-built workforce planning tools for contact centres — modern, browser-based, no macros to debug.
- Online Erlang C CalculatorGet quick staffing estimates for your team by entering call volume, average handle time, and service level targets — ideal for rapid planning without spreadsheets (visitor/subscriber access).
- Interval PlannerPlan staffing to meet service levels across interval periods by selecting interval length, setting opening hours, and adjusting targets — generating instant estimates for your team's capacity needs.
- Service Levels SimulatorModel what-if scenarios for your team with live results — test different staffing levels, call volumes, AHT, and service level targets with instant visual feedback showing good, caution, or bad news.
- Staffing Levels SimulatorCalculate required agents for your team by adjusting call volume, AHT, service level, SL time, and shrinkage sliders — model scenarios and see staffing requirements update live.
- Workload CalculatorCalculate minimum staffing requirements for your team by converting workload (volume × AHT) into FTE, accounting for shrinkage, occupancy, and concurrency — ideal for email, cases, tickets, and messaging.
- Advanced Shrinkage CalculatorCalculate precise shrinkage percentages for your contact centre by breaking down external factors (leave, holidays, sickness) and internal factors (training, coaching, meetings) with instant totals and breakdowns.
- Outlier Detection WizardA step-by-step wizard identifying performance outliers for any metric using standard deviation analysis — featuring CSV upload, demo mode, colour-coded charting, a plain-English summary and a downloadable PDF report.
- AHT Outlier Report (Excel)Analyse AHT outliers across your team using this macro-enabled Excel workbook performing 3-sigma statistical analysis — identifying specific agents and calls requiring review or targeted coaching.
Build & Document10 tools & templates
Stop building artefacts from scratch. Personas, journey maps, induction checklists, response templates, policies — ready-made starting points and interactive builders.
- Customer Response TemplatesA library of 480 customer response variants (40 situations × 3 tones × 4 compensation outcomes) across email, SMS, letter, and in-person channels, with auto-population, consumer-law flagging, and 50-response saved libraries.
- Customer Persona Template (PPT)A single-slide editable PowerPoint persona template for ACXPA Subscribers and Members. One page, fully populated structure: photo + persona name + four trait pills + pull-quote + demographics + personality sliders + bio + goals +…
- Customer Service Induction Checklist BuilderA personalised checklist builder generating structured, five-timeframe onboarding plans for new customer service hires, with channel/function tailoring, embedded training recommendations, custom items, and save-and-sync libraries.
- Customer Journey Mapping TemplateA ready-to-use PowerPoint template for building customer journey maps, helping teams visualise touchpoints, emotions, pain points, and opportunities for improving the customer experience systematically.
- Complaints Handling Website Page TemplateA complete, ready-to-publish website page template covering an organisation's complaints handling process, escalation paths, timelines, and contact methods for transparent customer complaint management.
- Environmental Policy TemplateA customisable Microsoft Word template providing a structured framework for creating an environmental policy, documenting organisational environmental commitments, practices, and sustainability goals.
- Press Release TemplateA guided coaching conversation builder for contact centre and customer service team leaders, generating tailored, framework-anchored prep guides across 14 of the most common 1:1 coaching scenarios.
- Customer Persona Builder7-step interactive web app grounded in Jobs To Be Done + Strategyzer. Cloud-synced library, branded PDF export.
- Business Continuity Plan for Call CentresDevelop a comprehensive business continuity plan for your call centre using this ready-to-use Word template with structured sections covering crisis scenarios, recovery procedures, and operational resilience.
- Customer Service CharterA downloadable, fill-in-the-blanks Word customer service charter template — purpose, principles, measurable standards, customer responsibilities, complaints and reporting — with a built-in AI prompt to generate a tailored draft.
Coach & Develop8 tools & templates
Run better coaching conversations and set goals that actually get achieved. GROW + SMART frameworks, real examples, and structured tools for team leaders.
- GROW Model Coaching TemplateStructured GROW model coaching template with specific questions for each stage (Goal, Reality, Options, Will) and dedicated note-taking space to guide performance conversations.
- SMART Goals TemplateA free downloadable template applying the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) framework for setting clear, achievable goals with structured criteria and tracking.
- GROW Model Coaching Examples5 real contact centre coaching conversations.
- SMART Goal Examples for Team LeadersPractical SMART goal examples specifically for team leaders, providing templates and inspiration for setting clear, measurable leadership objectives across common performance areas.
- Employee Goal Tracker (Excel)A tiered-access goal tracking tool helping employees and managers track goal progress, performance achievements, and alignment with organisational expectations throughout the year.
- Team Leader Coaching GuideA guided coaching conversation builder for contact centre and customer service team leaders, generating tailored, framework-anchored prep guides across 14 of the most common 1:1 coaching scenarios.
- Employee Goal Tracker (Online)A development goal tracking system with scheduled check-ins (daily/weekly/fortnightly/monthly), automated email reminders, timestamped progress notes, metric tracking (current vs target values), Excel and PDF export, team/employee…
- Agent Performance MatrixThe Agent Performance Matrix: a per-call quality and skills assessment tool that scores agents on quality and productivity and plots them on a four-quadrant matrix, with drill-down into the competency framework behind each agent.
Quality Assurance (QA)4 tools
Put your QA sampling on a defensible footing — size your reviews properly, prove the cost, and (for Business teams) benchmark your sampling practice against contact centres like yours.
- QA Sample Size CalculatorA free QA sample size calculator with two modes — how many contacts to review for a target confidence and margin of error, and how reliable a current sample really is — using the standard proportion formula with a finite population…
- Advanced QA CalculatorThe members' QA sample size calculator: adds fail-rate fine-tuning, a cost-and-time overlay (reviewer time, AI and software costs into monthly/annual figures), PDF export and saved setups to the free calculator's sampling and…
- QA Sampling Benchmarkcontribute your QA sampling practice (coverage, reviewer mix, AI use, cost) and unlock a like-for-like comparison against centres in your sector and size band: every measure against the typical range with a within / above / below verdict, exportable to PDF.
- QA Sampling Benchmark ResultsA personalised comparison page showing a contributor's QA sampling against their sector-and-size cohort — each measure against the cohort median and middle-50% range with a verdict — exportable to PDF.
Train & Onboard10+ training assets
Self-paced courses, ready-to-deliver facilitator packs, learner workbooks, induction tools, and 25% off live CX Skills training for members.
- Industry Knowledge Quizzesattempt any quiz and review your correct and incorrect answers free; subscribers also see which answers they got right and compare results with others; Members get unlimited re-takes, a downloadable certificate at 100%, and 25% off live training.
- Team Trivia Quiz Kits (monthly)ready-to-run monthly trivia kits for team huddles, included with ACXPA Membership. Visitors and subscribers can download a free sample.
- Live CX Skills Traininglive, instructor-led public CX and contact-centre courses (open to book by anyone, paid); ACXPA Members — including seats held under a Business Membership — save 25% on every booking.
- Induction Checklist BuilderA personalised checklist builder generating structured, five-timeframe onboarding plans for new customer service hires, with channel/function tailoring, embedded training recommendations, custom items, and save-and-sync libraries.
- Self-Paced Course Library22+ included ACXPA self-paced courses with quizzes and downloadable certificates.
- Active Listening Pocket GuideA 9-page frontline agent workbook teaching the H.E.A.R.D. framework (Hear, Empathise, Acknowledge, Respond, Document) with real examples, daily practice drills, and printable desk-reference cards.
- Complaints Handling Frontline GuideA 32-page training guide for frontline employees on handling customer complaints effectively, covering practical techniques, frameworks, de-escalation strategies, and professional complaint resolution.
- Active Listening Facilitator GuideA complete 30-minute training session teaching the H.E.A.R.D. framework (Hear, Empathise, Acknowledge, Respond, Document) with detailed speaker notes, timing guide, discussion prompts, scenario activities, and printable pocket guides.
- Complaints Handling Facilitator GuideA ready-to-deliver PowerPoint training deck (22 slides) teaching effective complaints handling with frameworks, techniques, and strategies for professional complaint resolution.
- H.E.A.T Training Facilitator GuideA ready-to-deliver PowerPoint training deck (23 slides) teaching de-escalation techniques using the HEAT framework for handling emotionally charged and difficult customer situations.
Recruit & Hire10 templates
Pre-written job descriptions and structured interview toolkits for the full hierarchy of customer service, contact centre and CX roles.
- STAR Interview Toolkit — Frontline Customer Service RolesComplete STAR interview toolkit with pre-written behavioural questions, 1-5 scoring rubrics, and structured templates for assessing conflict resolution, time management, technical problem-solving, adherence to process, and empathy in…
- STAR Interview ExamplesFive real STAR interview examples for frontline customer service roles, demonstrating how to extract Situation-Task-Action-Result components, score responses using a 1-5 rubric, and test authenticity with follow-up questions.
- Call Centre Agent JDRecruit the right Call Centre Agent using this ready-to-adapt job description template with pre-written responsibilities, requirements, and KPAs aligned with industry standards for your hiring process.
- Customer Service Officer JDRecruit the right Customer Service Officer using this ready-to-adapt job description template with pre-written responsibilities, requirements, and KPAs aligned with industry standards for your hiring process.
- Contact Centre Team Leader JDHire the right Contact Centre Team Leader using this ready-to-adapt job description template with pre-written responsibilities, requirements, and performance expectations to streamline your recruitment process.
- Call Centre Manager JDRecruit the right Call Centre Manager using this ready-to-adapt job description template with pre-written responsibilities, requirements, and KPAs aligned with industry standards for your hiring process.
- Customer Service Manager JDRecruit the right Customer Service Manager using this ready-to-adapt job description template with pre-written responsibilities, requirements, and KPAs aligned with industry standards for your hiring process.
- CX Analyst JDA ready-to-adapt job description template for a CX (Customer Experience) Analyst role, with pre-written responsibilities, requirements, and expectations aligned with industry standards.
- Customer Journey Designer JDA ready-to-adapt job description template for a Customer Journey Designer role, with pre-written responsibilities, requirements, and expectations aligned with customer experience industry standards.
- Head of CX JDA ready-to-adapt job description template for a Head of Customer Experience role, with pre-written responsibilities, leadership expectations, and requirements aligned with industry standards.
Handle Complaints6 tools & templates
Frameworks, frontline reference cards, escalation logic, and operational tools for handling complaints consistently across teams.
- ACXPA 7-Step Complaints Handling Framework CardA single-page A4 printable reference card teaching the ACXPA 7-Step Complaints Handling Framework, providing frontline agents with quick guidance for professional complaint resolution.
- Complaints Handling Frontline GuideA 32-page training guide for frontline employees on handling customer complaints effectively, covering practical techniques, frameworks, de-escalation strategies, and professional complaint resolution.
- Complaints Website Page TemplateA complete, ready-to-publish website page template covering an organisation's complaints handling process, escalation paths, timelines, and contact methods for transparent customer complaint management.
- Customer Commitment SignA ready-to-print, customer-facing A4 sign communicating an organisation's customer service commitment, service promise, and values for display in reception areas or customer-facing locations.
- Complaints Logging Tool (Excel, 9 sheets)A macro-enabled Excel workbook (.xlsm, 9 sheets) providing a comprehensive complaints logging and management system for tracking, categorising, analysing, and reporting on customer complaints.
- Escalation Decision Tool (Excel, 8 sheets)A ready-to-use Excel workbook (.xlsx, 8 sheets) providing a structured framework for making escalation decisions based on clear criteria, issue severity, and decision pathways.
Reference & Look Up9 resources
Cheat sheets, phonetic alphabets, framework reference cards, case studies and best-practice reports. Mostly free, all printable, useful at the desk or in workshops.
- H.E.A.T Model Cheat SheetA single-page printable PDF reference card teaching the H.E.A.T Model for de-escalating emotional customers and handling difficult situations with professional, empathetic communication techniques.
- Phonetic Alphabet (NATO) — PDF + WordA free editable Microsoft Word version of the NATO Phonetic Alphabet (A for Alpha, B for Bravo, etc.), allowing customisation of size, formatting, and content while maintaining standard clarity.
- Australian Phonetic AlphabetA comedic Australian twist on the NATO Phonetic Alphabet, replacing Alpha, Bravo, Charlie with Arvo, Bogan, Chook and other quintessentially Australian slang terms for call centre fun.
- Contact Centre Acronyms Cheat SheetHelp your team master the 12 most essential contact centre acronyms and their definitions with this single-page quick-reference cheat sheet — perfect for desk reference or onboarding.
- Industry Glossarygrowing reference with embedded calculators on key terms.
- Customer Service Best Practices for Medical PracticesA comprehensive article covering 33 customer service standards for medical practices, structured across three performance tiers (Foundations, Better Practice, Best Practice), available as web article and downloadable PDF.
- Human Centered Design Framework CardA single-page A4 PDF reference card showing the Human-Centred Design Double Diamond model — Discover, Define, Develop, Deliver — with diverge/converge notes and per-phase output descriptions.
- How to Build the Foundations of a CX ProgramA 12-page PDF by ACXPA contributor Scott Downing providing a senior-practitioner guide to designing and embedding a CX programme, covering essential building blocks for customer experience transformation.
- Tennis Australia CX Strategy & InsightsA 19-page PDF case study from Tennis Australia showing how a major sports organisation structured, designed, and operationalised its CX programme with insights applicable across industries.
Don’t see your exact role, or just want to browse everything?
A dedicated hub for every discipline
Customer service, contact centres, CX, workforce management, complaints, coaching, training and benchmarking — each with its own complete toolkit. Whether you need just one discipline today or you'll grow into all of them, ACXPA has every element of customer experience covered as your business grows.
Customer Service Hub
Frameworks, response templates, induction checklists and training to lift consistency and capability across customer service teams of any size or sector.
Open hub →WFM Hub
Eight purpose-built workforce planning tools — forecast staffing, model service levels, calculate shrinkage, detect outliers, quantify turnover cost.
Open hub →Complaints Handling Hub
Frameworks, logging tools, escalation guides, frontline cheat sheets, facilitator guides — handle complaints consistently, fairly and defensibly.
Open hub →Coaching & Performance Hub
Coaching frameworks, goal-setting templates, performance monitoring tools and capability training — built for team leaders.
Open hub →Training & Onboarding Hub
Self-paced courses, facilitator guides, learner workbooks, induction checklist builder, industry quizzes and 25% off live CX Skills training.
Open hub →Benchmarking Hub
Independent call centre benchmarking services assessed against national CX Standards — mystery shopping, competitor and private benchmarking, real-call quality assessments.
Open hub →Learn from people who’ve done the work
Live monthly roundtables, fortnightly open-mic sessions, short-form practitioner sessions, a podcast and a growing article library — every video session is fully transcribed and searchable for members.
CX Roundtables
Monthly live panel with senior CX practitioners. First Wednesday at 2pm. Full archive with searchable transcripts, timestamped key moments, executive summaries, and CX Leader Briefs for members.
Explore CX Roundtables →Call Centre Roundtables
Monthly live panel with Australian contact centre leaders. Second Wednesday at 11am. Same full member archive — searchable transcripts, executive summaries, key moment jumps.
Explore Call Centre Roundtables →Open Mic with Justin
A relaxed, off-the-record fortnightly Zoom hosted by ACXPA CEO Justin Tippett — no agenda, no slides, no prep. Drop in to ask a question, share what you're working through, or just listen. Every second Tuesday, 11am–12pm (Melbourne/Sydney); join or leave whenever. Not recorded, so the conversation stays candid.
Explore Open Mic →Member Bytes
Short, focused practitioner sessions — each built around a single idea, tool, or decision you can act on immediately. Searchable transcripts, timestamped key moments, executive summary per episode.
Explore Member Bytes →The Customer Verdict Podcast
Hosted by ACXPA CEO Justin Tippett. Direct, unfiltered conversations on CX, contact centres, AI and technology. Episodes free for everyone — members unlock searchable transcripts and executive summaries.
Listen to the podcast →Article Library
A growing library of practitioner-written articles spanning customer service, CX, contact centres, employee experience, digital CX and industry insights. Filterable by category.
Browse articles →Industry Glossary
A growing reference of CX, customer service and contact centre terminology. Many entries include embedded calculators (CLV, churn, NPS, retention) and downloadable templates.
Browse glossary →Australian Call Centre Rankings
Australia's most comprehensive independent call centre benchmark. Every month, mystery shopper-style calls are made to call centres across multiple sectors — banks, energy, insurance, councils, telcos, aged care, education and more — capturing 80+ metrics including wait times, agent performance, hold music, IVR experience and overall CX. The live leaderboard is right here.
- Independently assessed against the Australian Contact Centre CX Standards
- Sector-specific leaderboards across 7+ industries
- Australia-wide and per-sector performance breakdowns
- Rolling 3-month and 6-month trend data
- Downloadable monthly and quarterly reports (30+ insights per report)
- Anonymised peer comparison data
The live leaderboard shows the current top 5, ranked on each centre's rolling 3-month average for our Overall CX Metric — the single score that rolls all 80+ measures into one number.
It refreshes as each month's mystery-shopping results come in, so what you're seeing is always current. Sector leaderboards, trends and the full field sit inside the dashboard.
Learn more about the rankings >
Data accurate as of July 2026
Find and connect with practitioners
Three different directories and private member groups — find the right people, ask the right questions, and stay connected to the industry.
Business Members Directory
Browse organisations with ACXPA Business Memberships — useful for vendor selection, peer benchmarking and partnership.
Free to browseACXPA Supplier Directory
The independent supplier directory for customer service, CX and contact centre technology and services. Search by category, region or capability.
FreeYour complete Business toolkit
Everything above is unlocked as part of 's ACXPA Business Membership — including the premium team deployment tools (Persona Builder, Goal Tracker, Coaching Guide, facilitator packs, response templates, complaints tools). Head to your hub or use this page to discover tools you haven't tried yet.
Your complete toolkit
Everything above is unlocked as part of 's ACXPA Vendor Membership — the full member toolkit of calculators, diagnostics, templates, guides and live sessions. Head to your hub or use this page to discover tools you haven't tried yet.
