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) (2)
- Aged Care (Quarterly Reports) (1)
- Banks (Monthly Reports) (21)
- Banks (Quarterly Reports) (5)
- Car Insurance (Monthly Reports) (19)
- Car Insurance (Quarterly Reports) (5)
- Councils (Monthly Reports) (21)
- Councils (Quarterly Reports) (5)
- Education (Monthly Reports) (21)
- Education (Quarterly Reports) (5)
- Energy Retailers (Monthly Reports) (21)
- Energy Retailers (Quarterly Reports) (5)
- Industry Sectors (Monthly) (21)
- Industry Sectors (Quarterly Trends) (5)
- Internet Retailers (Monthly Reports) (21)
- Internet Retailers (Quarterly Reports) (5)
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 April 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members April 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-April-2025.pdf |
| Filesize | 152.31 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Industry Sectors (Monthly) |
Internet Retailers April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members April 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-April-2025-INTERNET-Monthly-Report.pdf |
| Filesize | 142.97 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Internet Retailers (Monthly Reports) |
Australian Education Providers April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector April 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-April-2025.pdf |
| Filesize | 142.92 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Education (Monthly Reports) |
Australian Councils April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector April 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-April-2025.pdf |
| Filesize | 143.24 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Councils (Monthly Reports) |
Australian Car Insurance Providers April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Car Insurance Sector April 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-April-2025.pdf |
| Filesize | 142.79 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector April 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-April-2025.pdf |
| Filesize | 143.32 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Banks (Monthly Reports) |
Australian Aged Care Providers April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Aged Care Sector, April 2025 Call Centre Rankings.
This report contains summary data for three random Aged Care 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 Aged Care Providers >
| Filename | ACXPA-Members-Monthly-Report-Aged-Care-April-2025.pdf |
| Filesize | 143.25 KB |
| Version | 1 |
| Date added | May 29, 2025 |
| Category | Aged Care (Monthly Reports) |
Australian Energy Retailers April 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members April 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-April-2025-Monthly-Report.pdf |
| Filesize | 142.89 KB |
| Version | 1 |
| Date added | May 15, 2025 |
| Category | Energy Retailers (Monthly Reports) |
Australian Call Centre Industry March 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members March 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-March-2025.pdf |
| Filesize | 152.25 KB |
| Version | 1 |
| Date added | April 29, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry February 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members February 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-February-2025.pdf |
| Filesize | 152.29 KB |
| Version | 1 |
| Date added | April 29, 2025 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry January 2025
ACXPA Subscribers & Members can instantly download this report! Join now >
Download the ACXPA Members January 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-January-2025.pdf |
| Filesize | 152.32 KB |
| Version | 1 |
| Date added | April 29, 2025 |
| Category | Industry Sectors (Monthly) |
Internet Retailers Q1 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Q1 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-Q1-2025.pdf |
| Filesize | 138.92 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Internet Retailers (Quarterly Reports) |
Internet Retailers March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members March 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-March-2025-INTERNET-Monthly-Report.pdf |
| Filesize | 142.88 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members March 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-March-2025-Monthly-Report.pdf |
| Filesize | 142.62 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Energy Retailers (Monthly Reports) |
Australian Energy Retailers Q1 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 Q1 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-Q1-2025.pdf |
| Filesize | 138.96 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Energy Retailers (Quarterly Reports) |
Australian Councils Q1 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Councils Sector Q1 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 | Q1-2025-COUNCILS-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 139.28 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Councils (Quarterly Reports) |
Australian Councils March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector March 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-March-2025.pdf |
| Filesize | 142.82 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Councils (Monthly Reports) |
Australian Car Insurance Providers March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Car Insurance Sector March 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-March-2025.pdf |
| Filesize | 143.17 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Car Insurance (Monthly Reports) |
Car Insurance Q1 2025
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Car Insurance Sector Q1 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 | Q1-2025-CAR-INSURANCE-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 139.03 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Car Insurance (Quarterly Reports) |
Australian Banks March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector March 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-March-2025.pdf |
| Filesize | 143.12 KB |
| Version | 1 |
| Date added | April 28, 2025 |
| Category | Banks (Monthly Reports) |
