ACXPA Downloads

ACXPA offers a range of downloads – from Erlang Calculators, Customer Journey Mapping templates, Return on Investment (ROI) Calculators and lots more.

We’ve even got some general knowledge trivia questions that help Team Leaders and Managers build some engagement within their teams!

Our popular Phonetic Alphabet desktop guide is also very handy – you can download it to print as A4 page. Simply cut out the size that best fits your monitor or desk and you’ll never have to make up words like N for knife ever again!

We’ll continue to add to our downloads library and we also have the ACXPA Shop/Marketplace where you can purchase premium downloads (members receive a discount on all downloads as well).

ACXPA Members can access a range of resources to supercharge their performance, including the downloads below, live monthly symposiums & Video Library a powerful members directory, exclusive industry insights & data and lots more!  See which membership is right for you >

 

ACXPA Download Categories

Select your category below to view all the available downloads along with a description of each item.

Call Centre Ranking Reports for Download

Each month we publish the Australian Call Centre Rankings report that provides insights into the performance of the Australian Contact Contact Centre industry by conducting random mystery shopping calls and then assessing the experience against the ACXPA Contact Centre CX Framework.

ACXPA Members can download a summary report by industry sector below, as well as the overall national results.

You can also filter by industry sector subcategory by clicking on the links above. 

 You must be an ACXPA Member to download the reports! Learn more > 

View the public Call Centre Ranking Reports here >


 

  • Australian Banks August 2023

    Download a summary of the key results for the Banking Sector August 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Banks we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.

       This download is only available for ACXPA Members. Learn more >

    Filename Banks-August-2023.png
    Filesize 170.34 KB
    Version 1
    Date added October 16, 2023
    Category Banks, Call Centre Ranking Reports
  • Australian Banks September 2023

    Download a summary of the key results for the Banking Sector September 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Banks we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Banks-Summary-Results-Download.png
    Filesize 211.40 KB
    Version 1
    Date added November 4, 2023
    Category Banks
  • Australian Call Centre Industry Rankings August 2023

    Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed 36 contact centres across six industry sectors in Australia.

    The summary data includes the following by industry sector:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Calls Answered percentages
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Scores for each of the five Quality Competencies 
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Scores for each of the five Accessibility categories

    ACXPA Members also gain exclusive access to additional data and insights >

    View other monthly reports here >

     This download is only available for ACXPA Individual Members. Learn more >  

    Filename Australian-Call-Centre-Industry-Performance-August-2023-Download.png
    Filesize 165.36 KB
    Version 1
    Date added September 19, 2023
    Category Call Centre Ranking Reports, Industry Summary
  • Australian Call Centre Industry Sector Rankings September 2023

    Download a summary of the key results for the September 2023 Australian Call Centre Industry Report that assessed 36 contact centres across five industry sectors in Australia.

    The summary data includes the following by industry sector:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Calls Answered percentages
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Scores for each of the five Quality Competencies 
    •  
    • Scores for each of the five Accessibility categories

    ACXPA Members also gain exclusive access to additional data and insights >

    View other monthly reports here >

     This download is only available for ACXPA Individual Members. Learn more >  

    Filename Australian-Call-Centre-Rankings-September-2023-Download.pdf
    Filesize 147.62 KB
    Version 1
    Date added November 28, 2023
    Category Industry Summary
  • Australian Councils August 2023

    Download a summary of the key results for the Council Sector August 2023 Call Centre Rankings Report.

    The summary data includes the following data for five random councils we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Councils-Summary-Results-August-2023.png
    Filesize 60.41 KB
    Version 1
    Date added October 18, 2023
    Category Call Centre Ranking Reports, Councils
  • Australian Councils September 2023

    • Download a summary of the key results for the Council Sector September 2023 Call Centre Rankings Report.

      The summary data includes the following data for five random councils we assessed:

      • Overall performance scores
      • Quality Scores (QIS)
      • Accessibility scores (CCAS)
      • Average wait times
      • Navigation times
      • Number of IVR layers
      • Talk time
      • Summary scores for each of the five Quality competencies
      • The scores for the four behaviours of the ‘Engage’ Quality Competency
      • Summary scores for each of the five Accessibility competencies 

      Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Councils-Mystery-Shopping-Results-September-2023-Summary-download-1.png
    Filesize 174.71 KB
    Version 1
    Date added October 26, 2023
    Category Call Centre Ranking Reports, Councils
  • Car Insurance October 2023

    Download a summary of the key results for the Australian Car Insurance Sector in October 2023.

    The summary data includes the following Call Centre Ranking data for four random car insurance companies we assessed, including:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Car insurance companies that join our Contact Centre CX Benchmarking service will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.

       This download is only available for ACXPA Members. Learn more >

    Filename ACXPA-Car-Insurance-Call-Centre-Rankings-Oct-23-Download.pdf
    Filesize 253.53 KB
    Version 1
    Date added November 28, 2023
    Category Car Insurance
  • Energy Providers August 2023

    Download a summary of the key results for the Energy Sector August 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Energy Providers we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Energy Providers that join our Contact Centre CX Benchmarking service will see the data for all the Energy Providers we assessed plus additional insights and call recordings for their energy business.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Energy-Providers-Call-Centre-Rankings-August-2023-Results.png
    Filesize 62.54 KB
    Version 1
    Date added October 18, 2023
    Category Call Centre Ranking Reports, Energy Providers
  • Energy Providers September 2023

    Download a summary of the key results for the Energy Sector September 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Energy Providers we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Energy Providers that join our Contact Centre CX Benchmarking service will see the data for all the Energy Providers we assessed plus additional insights and call recordings for their energy business.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Energy-Providers-Call-Centre-Rankings-Summary-September-2023-Download.png
    Filesize 186.26 KB
    Version 1
    Date added November 15, 2023
    Category Energy Providers
  • Internet Providers August 2023

    Download a summary of the key results for the Internet Providers August 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Internet Providers we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.

       This download is only available for ACXPA Members. Learn more >

    Filename Internet-Providers-August-2023-Results.png
    Filesize 57.28 KB
    Version 1
    Date added October 18, 2023
    Category Internet Providers
  • Internet Providers September 2023

    Download a summary of the key results for the Internet Providers September 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Internet Providers we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Internet-Providers-September-2023-Summary-Download-Report-1.png
    Filesize 195.18 KB
    Version 1
    Date added November 15, 2023
    Category Internet Providers
  • TAFEs August 2023

    Download a summary of the key results for the TAFE Sector August 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random TAFEs we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    TAFEs that join our Contact Centre CX Benchmarking service will see the data for all the TAFEs we assessed plus additional insights and call recordings for their TAFE.

       This download is only available for ACXPA Members. Learn more >

    Filename TAFEs-August-2023-Results.png
    Filesize 56.70 KB
    Version 1
    Date added October 18, 2023
    Category Call Centre Ranking Reports, TAFEs
  • TAFEs September 2023

    Download a summary of the key results for the TAFE Sector September 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random TAFEs we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    TAFEs that join our Contact Centre CX Benchmarking service will see the data for all the TAFEs we assessed, plus additional insights and call recordings for their TAFE.

       This download is only available for ACXPA Members. Learn more >

    Filename TAFES-Download-September-2023.pdf
    Filesize 243.79 KB
    Version 1
    Date added November 23, 2023
    Category TAFEs
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