ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
Call Centre Ranking Reports
Downloads only: Industry Sectors (Monthly) | Industry Sectors (Quarterly)
View Reports and optional downloads: Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education
Australian Banks Call Centre Rankings Quarterly Trend Reports
Quarterly Insights into the performance of Call Centres for Australian Banks Select the quarter you'd like to download below.
Or, view the latest public results and information on how we assess the performance of Australian Banks >
You must be an ACXPA Member to download the reports! Learn more >
Australian Banks Q3 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Banking Sector Q3 2024 Call Centre Rankings.
This report contains Australian banking sector averages for 48 metrics, plus 23 individual metrics for three random Banks we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To view the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | BANKS-ACXPA-Members-Q3-2024-Quarterly-Report-2.pdf |
| Filesize | 88.97 KB |
| Version | 1 |
| Date added | December 17, 2024 |
| Category | Banks (Quarterly Reports) |
Australian Banks Q2 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Banking Sector Q2 2024 Call Centre Rankings.
This report contains Australian banking sector averages for 48 metrics, plus 23 individual metrics for three random Banks we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To view the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | BANKS-ACXPA-Members-Q2-2024-Quarterly-Report.pdf |
| Filesize | 88.35 KB |
| Version | 1 |
| Date added | September 16, 2024 |
| Category | Banks (Quarterly Reports) |
Australian Banks Q1 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Banking Sector Q1 2024 Call Centre Rankings.
This report contains Australian banking sector averages for 43 metrics, plus 23 individual metrics for three random Banks we assessed, including:
- Overall Rankings
- Quality Score
- Access Score
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Quality competencies
- The four behaviour scores for the ENGAGE Quality Competency
- Summary scores for each of the five Accessibility competencies
To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.
- Downland other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | 01-Q1-2024-BANKS-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 80.07 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Banks (Quarterly Reports) |
