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
- Subcategories:
- Banks (Monthly Reports) (14)
- Banks (Quarterly Reports) (2)
- Car Insurance (Monthly Reports) (12)
- Car Insurance (Quarterly Reports) (2)
- Councils (Monthly Reports) (14)
- Councils (Quarterly Reports) (2)
- Energy Retailers (Monthly Reports) (14)
- Energy Retailers (Quarterly Reports) (2)
- Industry Sectors (Monthly) (14)
- Industry Sectors (Quarterly Trends) (3)
- Internet Retailers (Monthly Reports) (14)
- Internet Retailers (Quarterly Reports) (2)
- TAFEs and Education (Monthly Reports) (14)
- TAFEs and Education (Quarterly Reports) (2)
Call Centre Ranking Reports for Download
Each month, we publish the Australian Call Centre Rankings reports, which provide insights into the performance of the Australian Contact Centre industry.
We conduct random mystery shopping calls and then assess the experience against the ACXPA Contact Centre Quality Standards.
ACXPA Members can download all reports, but ACXPA Subscribers only have limited access to some reports.
You can also filter by industry sector subcategory by clicking on the links above.
Learn more about our Membership options >
View the public (free) Call Centre Ranking Reports here >
Australian Call Centre Industry Sector Rankings September 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the September 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-September-2024-Monthly-Report-Template.pdf |
| Filesize | 98.74 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings August 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-August-2024-Monthly-Report-Template.pdf |
| Filesize | 98.71 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings July 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the July 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-July-2024-Monthly-Report-Template.pdf |
| Filesize | 98.70 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Internet Retailers September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers September 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers 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 INTERNET RETAILERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
| Filename | INTERNET-ACXPA-Members-September-2024-Monthly-Report.pdf |
| Filesize | 86.82 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Education Providers September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector September 2024 Call Centre Rankings.
This report contains summary data for three random TAFEs/Education Providers 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 EDUCATION PROVIDERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >
| Filename | TAFES-ACXPA-Members-September-2024-Monthly-Report.pdf |
| Filesize | 87.23 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Australian Education Providers August 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector August 2024 Call Centre Rankings.
This report contains summary data for three random TAFEs/Education Providers 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 EDUCATION PROVIDERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >
| Filename | TAFES-ACXPA-Members-August-2024-Monthly-Report.pdf |
| Filesize | 85.09 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Australian Education Providers July 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector July 2024 Call Centre Rankings.
This report contains summary data for three random TAFEs/Education Providers 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 EDUCATION PROVIDERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >
| Filename | TAFES-ACXPA-Members-July-2024-Monthly-Report.pdf |
| Filesize | 87.22 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Australian Energy Retailers September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector September 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers 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 ENERGY RETAILERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
| Filename | ENERGY-ACXPA-Members-September-2024-Monthly-Report.pdf |
| Filesize | 87.95 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector September 2024 Call Centre Rankings.
This report contains summary data for three random Councils 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 COUNCILS 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 Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
| Filename | COUNCILS-ACXPA-Members-September-2024-Monthly-Report.pdf |
| Filesize | 92.27 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Councils (Monthly Reports) |
Australian Car Insurance Providers September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector September 2024 Call Centre Rankings.
This report contains summary data for three random car insurance providers 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 CAR INSURERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
| Filename | CAR-INSURANCE-ACXPA-Members-September-2024-Monthly-Report.pdf |
| Filesize | 87.98 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Car Insurance (Monthly Reports) |
Internet Retailers August 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers August 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers 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 INTERNET RETAILERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
| Filename | INTERNET-ACXPA-Members-Monthly-August-2024-Report.pdf |
| Filesize | 87.25 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers August 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector August 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers 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 ENERGY RETAILERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
| Filename | ENERGY-ACXPA-Members-Monthly-August-2024-Report.pdf |
| Filesize | 86.56 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils August 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector August 2024 Call Centre Rankings.
This report contains summary data for three random Councils 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 COUNCILS 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 Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
| Filename | COUNCILS-ACXPA-Members-Monthly-August-2024-Report.pdf |
| Filesize | 90.98 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Councils (Monthly Reports) |
Australian Car Insurance Providers August 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector August 2024 Call Centre Rankings.
This report contains summary data for three random car insurance providers 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 CAR INSURERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
| Filename | CAR-INSURANCE-ACXPA-Members-Monthly-August-2024-Report.pdf |
| Filesize | 87.32 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Car Insurance (Monthly Reports) |
Australian Car Insurance Providers July 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector July 2024 Call Centre Rankings.
This report contains summary data for three random car insurance providers 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 CAR INSURERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
| Filename | CAR-INSURANCE-ACXPA-Members-Monthly-July-2024-Report.pdf |
| Filesize | 89.93 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks September 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector September 2024 Call Centre Rankings.
This report contains the banking sector averages for 48 metrics, and 24 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-Monthly-Report-Sep-2024.pdf |
| Filesize | 87.17 KB |
| Version | 1 |
| Date added | October 14, 2024 |
| Category | Banks (Monthly Reports) |
Internet Retailers July 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers July 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers 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 INTERNET RETAILERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
| Filename | INTERNET-ACXPA-Members-July-2024-Monthly-Report.pdf |
| Filesize | 86.61 KB |
| Version | 1 |
| Date added | September 23, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers July 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector July 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers 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 ENERGY RETAILERS 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 business.
- Downland other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
| Filename | ENERGY-ACXPA-Members-July-2024-Monthly-Report.pdf |
| Filesize | 87.32 KB |
| Version | 1 |
| Date added | September 23, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Banks August 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector August 2024 Call Centre Rankings.
This report contains the banking sector averages for 48 metrics, and 24 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-August-2024-Monthly-Report.pdf |
| Filesize | 88.37 KB |
| Version | 1 |
| Date added | September 23, 2024 |
| Category | Banks (Monthly Reports) |
Australian Call Centre Industry Sector Rankings June 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the June 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience Time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-June-2024-Monthly-Report.pdf |
| Filesize | 98.76 KB |
| Version | 1 |
| Date added | September 15, 2024 |
| Category | Industry Sectors (Monthly) |
