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) (17)
- Banks (Quarterly Reports) (4)
- Car Insurance (Monthly Reports) (15)
- Car Insurance (Quarterly Reports) (4)
- Councils (Monthly Reports) (17)
- Councils (Quarterly Reports) (4)
- Energy Retailers (Monthly Reports) (17)
- Energy Retailers (Quarterly Reports) (4)
- Industry Sectors (Monthly) (17)
- Industry Sectors (Quarterly Trends) (5)
- Internet Retailers (Monthly Reports) (16)
- Internet Retailers (Quarterly Reports) (3)
- TAFEs and Education (Monthly Reports) (16)
- TAFEs and Education (Quarterly Reports) (3)
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 Energy Retailers December 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector December 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers 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 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-December-2024-Monthly-Report.pdf |
| Filesize | 138.31 KB |
| Version | 1 |
| Date added | February 8, 2025 |
| Category | Energy Retailers (Monthly Reports) |
Australian Energy Retailers Q4 2024 Call Centre Rankings
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector Q4 2024 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 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 Energy Retailers 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-Q4-2024-Quarterly-Report.pdf |
| Filesize | 138.61 KB |
| Version | 1 |
| Date added | February 8, 2025 |
| Category | Energy Retailers (Quarterly Reports) |
Australian Call Centre Rankings by Industry Sectors Q4 2024
This download is only available for ACXPA Members. Learn more >
Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q4 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.
The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:
- 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 – click here to view the latest Call Centre Rankings >
To view industry sector-specific reports you can download, click here >
| Filename | INDUSTRY-ACXPA-Members-Q4-2024-Quarterly-Report.pdf |
| Filesize | 163.94 KB |
| Version | 1 |
| Date added | January 13, 2025 |
| Category | Industry Sectors (Quarterly Trends) |
Australian Call Centre Industry Sector Rankings December 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the November 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
- 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
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-December-2024.pdf |
| Filesize | 98.69 KB |
| Version | 1 |
| Date added | January 13, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Councils December 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector December 2024 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 see the data for your call centre and ANY FIVE COUNCILS you nominate, purchase our Council’s 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 Council sector reports >
- View the quarterly public reports for Australian Councils and trend data >
| Filename | ACXPA-Members-Monthly-Report-Councils-December-2024.pdf |
| Filesize | 138.80 KB |
| Version | 1 |
| Date added | January 11, 2025 |
| Category | Councils (Monthly Reports) |
Australian Councils Q4 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector Q4 2024 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 see the data for your call centre and ANY FIVE COUNCILS you nominate, purchase our Council’s 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 Council sector reports >
- View the quarterly public reports for Australian Councils and trend data >
| Filename | ACXPA-Members-Quarterly-Report-Councils-Q4-2024.pdf |
| Filesize | 139.02 KB |
| Version | 1 |
| Date added | January 11, 2025 |
| Category | Councils (Quarterly Reports) |
Car Insurance Q4 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Car Insurance Sector Q4 2024 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 see the data for your call centre and ANY FIVE CAR INSURANCE PROVIDERS you nominate, purchase our Car Insurers CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names.
- Downland other monthly reports >
- View the quarterly public reports for Car Insurance Providers and YTD trend data >
| Filename | ACXPA-Members-Quarterly-Report-Car-Insurance-Q4-2024.pdf |
| Filesize | 139.06 KB |
| Version | 1 |
| Date added | January 11, 2025 |
| Category | Car Insurance (Quarterly Reports) |
Australian Car Insurance Providers December 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector December 2024 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 see the data for your call centre and ANY FIVE CAR INSURERS you nominate, purchase our Car Insurers 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 | ACXPA-Members-Monthly-Report-Car-Insurance-December-2024.pdf |
| Filesize | 138.75 KB |
| Version | 1 |
| Date added | January 11, 2025 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks December 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector December 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 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 view the data for your call centre and ANY FIVE BANKS you nominate, purchase our Banking 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 | ACXPA-Members-Monthly-Report-Banks-December-2024l.pdf |
| Filesize | 138.99 KB |
| Version | 1 |
| Date added | January 11, 2025 |
| Category | Banks (Monthly Reports) |
Australian Banks Q4 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Report for the Banking Sector Q4 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 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 view the data for your contact centre and ANY FIVE BANKS YOU NOMINATE, purchase our Banking 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 trend data >
| Filename | ACXPA-Members-Banking-Quarterly-Report-Q4-2024.pdf |
| Filesize | 140.08 KB |
| Version | 1 |
| Date added | February 6, 2025 |
| Category | Banks (Quarterly Reports) |
Australian Call Centre Industry Sector Rankings November 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the November 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
- 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
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-November-2024-Monthly-Report-Template.pdf |
| Filesize | 98.69 KB |
| Version | 1 |
| Date added | December 20, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Education Providers November 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector November 2024 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 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-November-2024-Monthly-Report.pdf |
| Filesize | 85.37 KB |
| Version | 1 |
| Date added | December 20, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Internet Retailers November 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers November 2024 Call Centre Rankings.
This report contains summary data for three random internet retailers 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 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-November-2024-Monthly-Report.pdf |
| Filesize | 86.31 KB |
| Version | 1 |
| Date added | December 20, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Call Centre Rankings by Industry Sectors Q3 2024
This download is only available for ACXPA Members. Learn more >
Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q3 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.
The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:
- 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 – click here to view the latest Call Centre Rankings >
To view industry sector-specific reports you can download, click here >
| Filename | INDUSTRY-ACXPA-Members-Q3-2024-Quarterly-Report.pdf |
| Filesize | 164.54 KB |
| Version | 1 |
| Date added | December 19, 2024 |
| Category | Industry Sectors (Quarterly Trends) |
Australian Call Centre Industry Sector Rankings October 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the October 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
- 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
Other quick links:
| Filename | INDUSTRY-ACXPA-Members-October-2024-Monthly-Report-Template.pdf |
| Filesize | 98.71 KB |
| Version | 1 |
| Date added | December 19, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Energy Retailers November 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector November 2024 Call Centre Rankings.
This report contains summary data for three random energy retailers 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 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-November-2024-Monthly-Report.pdf |
| Filesize | 87.81 KB |
| Version | 1 |
| Date added | December 19, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils November 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector November 2024 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
- 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 see the data for your call centre and ANY FIVE COUNCILS you nominate, purchase our Council’s 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 Council sector reports >
- View the quarterly public reports for Australian Councils and trend data >
| Filename | COUNCILS-ACXPA-Members-November-2024-Monthly-Report.pdf |
| Filesize | 90.37 KB |
| Version | 1 |
| Date added | December 19, 2024 |
| Category | Councils (Monthly Reports) |
Australian Car Insurance Providers November 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector November 2024 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
- 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 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-November-2024-Monthly-Report-1.pdf |
| Filesize | 88.28 KB |
| Version | 1 |
| Date added | December 19, 2024 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks November 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector November 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 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 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-November-2024-Monthly-Report-2.pdf |
| Filesize | 87.66 KB |
| Version | 1 |
| Date added | December 17, 2024 |
| Category | Banks (Monthly Reports) |
Australian TAFEs & Education Providers Q3 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q3 2024 Call Centre Rankings.
This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 TAFEs or 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 >
| Filename | TAFES-ACXPA-Members-Q3-2024-Quarterly-Report.pdf |
| Filesize | 89.05 KB |
| Version | 1 |
| Date added | December 13, 2024 |
| Category | TAFEs and Education (Quarterly Reports) |
