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) (19)
- Banks (Quarterly Reports) (4)
- Car Insurance (Monthly Reports) (17)
- Car Insurance (Quarterly Reports) (4)
- Councils (Monthly Reports) (19)
- Councils (Quarterly Reports) (4)
- Education (Monthly Reports) (20)
- Education (Quarterly Reports) (5)
- Energy Retailers (Monthly Reports) (19)
- Energy Retailers (Quarterly Reports) (4)
- Industry Sectors (Monthly) (17)
- Industry Sectors (Quarterly Trends) (5)
- Internet Retailers (Monthly Reports) (19)
- Internet Retailers (Quarterly Reports) (4)
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 TAFEs & Education Providers Q1 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 Energy 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 competencies
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Education Providers >
| Filename | ACXPA-Members-Quarterly-Report-Education-Q1-2025.pdf |
| Filesize | 139.10 KB |
| Version | 1 |
| Date added | April 25, 2025 |
| Category | Education (Quarterly Reports) |
Australian TAFEs & Education Providers Q4 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q4 2024 Call Centre Rankings.
This report contains Australian Energy 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 competencies
To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Education Providers >
| Filename | ACXPA-Members-Quarterly-Report-Education-Q4-2024.pdf |
| Filesize | 139.08 KB |
| Version | 1 |
| Date added | April 25, 2025 |
| Category | Education (Quarterly Reports) |
Australian Education Providers March 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector March 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-TAFEs-Call-Centre-Rankings-Monthly-Download-March-2025.pdf |
| Filesize | 142.65 KB |
| Version | 1 |
| Date added | April 25, 2025 |
| Category | Education (Monthly Reports) |
Australian Education Providers February 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector February 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >
| Filename | Australian-TAFEs-Call-Centre-Rankings-Monthly-Download-February-2025.pdf |
| Filesize | 142.74 KB |
| Version | 1 |
| Date added | April 4, 2025 |
| Category | Education (Monthly Reports) |
Australian Education Providers January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector January 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >
| Filename | Australian-TAFEs-Call-Centre-Rankings-Monthly-Download-January-2025.pdf |
| Filesize | 142.66 KB |
| Version | 1 |
| Date added | April 4, 2025 |
| Category | Education (Monthly Reports) |
Australian Education Providers December 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector December 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.
- Download other monthly reports >
- View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >
| Filename | Education-ACXPA-Members-December-2024-Monthly-Report.pdf |
| Filesize | 142.79 KB |
| Version | 1 |
| Date added | April 4, 2025 |
| Category | Education (Monthly Reports) |
Australian Car Insurance Providers January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Car Insurance Sector February 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
| Filename | ACXPA-Members-Monthly-Report-Car-Insurance-February-2025.pdf |
| Filesize | 142.69 KB |
| Version | 1 |
| Date added | April 4, 2025 |
| Category | Car Insurance (Monthly Reports) |
Australian Car Insurance Providers January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Report for the Australian Car Insurance Sector January 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Car Insurers and YTD trend data >
| Filename | ACXPA-Members-Monthly-Report-Car-Insurance-January-2025.pdf |
| Filesize | 142.86 KB |
| Version | 1 |
| Date added | April 4, 2025 |
| Category | Car Insurance (Monthly Reports) |
Internet Retailers February 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers February 2025 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
| Filename | ACXPA-Members-February-2025-INTERNET-Monthly-Report.pdf |
| Filesize | 142.76 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers February 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector February 2025 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
| Filename | ENERGY-ACXPA-Members-February-2025-Monthly-Report.pdf |
| Filesize | 142.81 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils February 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector January 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 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.
- Download other Council sector reports >
- View the quarterly public reports for Australian Councils and trend data >
| Filename | ACXPA-Members-Monthly-Report-Councils-February-2025.pdf |
| Filesize | 143.06 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Councils (Monthly Reports) |
Australian Councils January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector January 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 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.
- Download other Council sector reports >
- View the quarterly public reports for Australian Councils and trend data >
| Filename | ACXPA-Members-Monthly-Report-Councils-January-2025.pdf |
| Filesize | 142.74 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Councils (Monthly Reports) |
Australian Banks February 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector February 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | ACXPA-Members-Monthly-Report-Banks-February-2025.pdf |
| Filesize | 143.48 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Banks (Monthly Reports) |
Australian Banks January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector January 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Banks and YTD trend data >
| Filename | ACXPA-Members-Monthly-Report-Banks-January-2025.pdf |
| Filesize | 143.66 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Banks (Monthly Reports) |
Internet Retailers January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers January 2025 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
| Filename | ACXPA-Members-January-2025-INTERNET-Monthly-Report.pdf |
| Filesize | 142.79 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Internet Retailers (Monthly Reports) |
Internet Retailers December 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers December 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Internet Retailers and YTD trend data >
| Filename | INTERNET-ACXPA-Members-December-2024-Monthly-Report.pdf |
| Filesize | 142.80 KB |
| Version | 1 |
| Date added | March 5, 2025 |
| Category | Internet Retailers (Monthly Reports) |
Internet Retailers Q4 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers Q4 2024 Call Centre Rankings.
This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 Internet 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.
| Filename | ACXPA-Members-Quarterly-Report-Internet-Retailers-Q4-2024.pdf |
| Filesize | 138.82 KB |
| Version | 1 |
| Date added | March 5, 2025 |
| Category | Internet Retailers (Quarterly Reports) |
Australian Energy Retailers January 2025
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector January 2025 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 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.
- Download other monthly reports >
- View the quarterly public reports for Australian Energy Retailers and YTD trend data >
| Filename | ENERGY-ACXPA-Members-January-2025-Monthly-Report.pdf |
| Filesize | 142.69 KB |
| Version | 1 |
| Date added | April 3, 2025 |
| Category | Energy Retailers (Monthly Reports) |
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 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-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) |
