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:
- Aged Care (Monthly Reports) (4)
- Aged Care (Quarterly Reports) (2)
- Banks (Monthly Reports) (23)
- Banks (Quarterly Reports) (6)
- Car Insurance (Monthly Reports) (21)
- Car Insurance (Quarterly Reports) (6)
- Councils (Monthly Reports) (23)
- Councils (Quarterly Reports) (6)
- Education (Monthly Reports) (23)
- Education (Quarterly Reports) (6)
- Energy Retailers (Monthly Reports) (23)
- Energy Retailers (Quarterly Reports) (6)
- Industry Sectors (Monthly) (23)
- Industry Sectors (Quarterly Trends) (7)
- Internet Retailers (Monthly Reports) (23)
- Internet Retailers (Quarterly Reports) (6)
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 Rankings by Industry Sectors Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Q2 2025 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:
- Overall CX Rankings
- Agent Mastery Scores
- Accessibility scores
- Average wait times
- Calls Answered percentages
- Menu Navigation times
- Average Call Durations
- Scores for each of the five Agent Mastery Competencies
This download is a data table in PDF Format (A3 size). View more insights on your Members Call Centre Rankings Dashboard >
| Filename | Q2-2025-Australia-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 134.47 KB |
| Version | acxpa members quarterly report |
| Date added | July 14, 2025 |
| Category | Industry Sectors (Quarterly Trends) |
Australian Call Centre Rankings by Industry Sectors Q1 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Q1 2025 Australian Call Centre Industry Report that contains sector results for 12 different metrics, including a breakdown of the individual months within the quarter, including:
- Overall CX Rankings
- Agent Mastery Scores
- Accessibility scores
- Average wait times
- Calls Answered percentages
- Menu Navigation times
- Average Call Durations
- Scores for each of the five Agent Mastery Competencies
This download is a data table in PDF Format (A3 size). View more insights on your Members Call Centre Rankings Dashboard >
| Filename | Q1-2025-Australia-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 135.09 KB |
| Version | acxpa members quarterly report |
| Date added | July 14, 2025 |
| Category | Industry Sectors (Quarterly Trends) |
Australian Call Centre Industry June 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members June 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-June-2025.pdf |
| Filesize | 152.45 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry May 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members May 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty Percentages
Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-May-2025.pdf |
| Filesize | 152.24 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Energy Retailers Q2 2025 Call Centre Rankings
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Electricity Retailers Q2 2025 Call Centre Rankings.
This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three energy retailers we assessed, including:
- Overall CX Rankings
- Accessibility Rankings
- Agent Mastery Rankings
- Average Wait Times
- Menu Navigation Times
- Total Messages Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Agent Mastery Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Energy Retailers >
| Filename | ACXPA-Members-Quarterly-Report-Energy-Q2-2025.pdf |
| Filesize | 139.03 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Energy Retailers (Quarterly Reports) |
Australian Energy Retailers June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members June 2025 monthly report for Australian electricity retailers, which contains individual performance data for three random electricity retailers, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Energy Retailers >
| Filename | ENERGY-ACXPA-Members-June-2025-Monthly-Report.pdf |
| Filesize | 143.01 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Energy Retailers (Monthly Reports) |
Australian Energy Retailers May 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members May 2025 monthly report for Australian electricity retailers, which contains individual performance data for three random electricity retailers, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Energy Retailers >
| Filename | ENERGY-ACXPA-Members-May-2025-Monthly-Report.pdf |
| Filesize | 142.79 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Energy Retailers (Monthly Reports) |
Internet Retailers Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Q2 2025 quarterly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >
| Filename | ACXPA-Members-Quarterly-Report-Internet-Retailers-Q2-2025.pdf |
| Filesize | 139.19 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Internet Retailers (Quarterly Reports) |
Internet Retailers June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members June 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >
| Filename | ACXPA-Members-June-2025-INTERNET-Monthly-Report.pdf |
| Filesize | 143.21 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Internet Retailers (Monthly Reports) |
Australian TAFEs & Education Providers Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q1 2025 Call Centre Rankings.
This report contains Australian Education sector averages for 43 metrics, plus 23 individual metrics for three randomly selected 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 Agent Mastery competencies
- The four behaviour scores for the ENGAGE Agent Mastery Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Education Providers >
| Filename | ACXPA-Members-Quarterly-Report-Education-Q2-2025.pdf |
| Filesize | 139.53 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Education (Quarterly Reports) |
Australian Education Providers June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector June 2025 Call Centre Rankings.
This report contains summary data for three random TAFEs/Education Providers we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Education Providers >
| Filename | Australian-Education-Providers-Call-Centre-Rankings-Monthly-Download-June-2025.pdf |
| Filesize | 143.17 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Education (Monthly Reports) |
Australian Councils Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Councils Sector Q2 2025 Call Centre Rankings.
This report contains Australian Council sector averages for 43 metrics, plus 23 individual metrics for three random councils we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total Message Time
- Scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Ratings for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Councils >
| Filename | Q2-2025-COUNCILS-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 139.40 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Councils (Quarterly Reports) |
Australian Councils June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector June 2025 Call Centre Rankings.
This report contains summary data for three random Councils we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total Message Time
- Scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Ratings for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Councils >
| Filename | ACXPA-Members-Monthly-Report-Councils-June-2025.pdf |
| Filesize | 143.30 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Councils (Monthly Reports) |
Australian Councils May 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector May 2025 Call Centre Rankings.
This report contains summary data for three random Councils we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total Message Time
- Scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Ratings for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Councils >
| Filename | ACXPA-Members-Monthly-Report-Councils-May-2025.pdf |
| Filesize | 143.14 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Councils (Monthly Reports) |
Australian Aged Care Providers Q2 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector Q2 2025 Call Centre Rankings.
This report contains Aged Care sector averages for 43 metrics, plus 23 individual metrics for three randomly selected aged care 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 Agent Mastery competencies
- The four behaviour scores for the ENGAGE Agent Mastery Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Aged Care Providers >
| Filename | Q2-2025-AGED-CARE-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 139.38 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Aged Care (Quarterly Reports) |
Car Insurance Q2 2025
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Car Insurance Sector Q2 2025 Call Centre Rankings.
This report contains Australian Car Insurance sector averages for 43 metrics, plus 23 individual metrics for three random car insurance providers we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Ratings for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Car Insurers >
| Filename | Q2-2025-CAR-INSURANCE-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 138.86 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Car Insurance (Quarterly Reports) |
Australian Car Insurance Providers June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Car Insurance Sector, June 2025 Call Centre Rankings.
This report contains summary data for three random car insurance providers we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total Message Time
- Scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Ratings for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Car Insurers >
| Filename | ACXPA-Members-Monthly-Report-Car-Insurance-June-2025.pdf |
| Filesize | 143.33 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Car Insurance (Monthly Reports) |
Australian Car Insurance Providers May 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Car Insurance Sector, May 2025 Call Centre Rankings.
This report contains summary data for three random car insurance providers we assessed, including:
- Overall CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total Message Time
- Scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Ratings for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Car Insurers >
| Filename | ACXPA-Members-Monthly-Report-Car-Insurance-May-2025.pdf |
| Filesize | 142.75 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks Q2 2025
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Report for the Banking Sector Q2 2025 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 CX Rankings
- Accessibility Rankings
- Agent Mastery Rankings
- Average wait times
- Menu Navigation Times
- Total Message Time
- Results for each of the five Agency Mastery competencies
- The four behaviour scores for the ENGAGE Agent Mastery Competency
- Ratings for each of the five Accessibility Metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >
| Filename | Q2-2025-BANKS-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 140.15 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Banks (Quarterly Reports) |
Australian Banks June 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector, June 2025 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 CX Rankings
- Agent Mastery Rankings
- Accessibility Rankings
- Average wait times
- Menu Navigation Times
- Total message Time
- Summary scores for each of the five Agent Mastery competencies
- The four behaviour scores for the ENGAGE Competency
- Summary scores for each of the five Accessibility metrics
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Banks >
| Filename | ACXPA-Members-Monthly-Report-Banks-June-2025.pdf |
| Filesize | 143.77 KB |
| Version | 1 |
| Date added | July 14, 2025 |
| Category | Banks (Monthly Reports) |
