ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
- Subcategories:
- Banks (6)
- Car Insurance (4)
- Councils (6)
- Energy Providers (6)
- Industry Summary (4)
- Internet Providers (6)
- TAFEs (6)
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 TAFEs January 2024
Download the ACXPA Members Summary Report for the Australian TAFEs Sector January 2024 Call Centre Rankings.
This report contains summary data for three random TAFES 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 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-TAFES-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 86.69 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | TAFEs |
Australian Internet Providers January 2024
Download the ACXPA Members Summary Report for the Australian Internet Providers Sector January 2024 Call Centre Rankings.
This report contains summary data for three random internet 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 INTERNET 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 Car Insurers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.79 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Internet Providers |
Australian Energy Providers January 2024
Download the ACXPA Members Summary Report for the Australian Energy Sector January 2024 Call Centre Rankings.
This report contains summary data for three random energy 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 ENERGY 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 Energy Providers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-ENERGY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 88.84 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Energy Providers |
Australian Car Insurers January 2024
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector January 2024 Call Centre Rankings.
This report contains summary data for three random car insurers 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 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-CAR-INSURANCE-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 86.12 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Car Insurance |
Australian Councils January 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector January 2024 Call Centre Rankings.
This report contains summary data for three random Councils 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 COUNCILS 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 Council.
- Downland other monthly reports >
- View the quarterly public reports for Australian Councils and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.80 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Councils |
Australian Banks January 2024
Download the ACXPA Members Summary Report for the Banking Sector January 2024 Call Centre Rankings.
This report contains summary data for three random Banks 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 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-BANKS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 86.34 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Banks |
Australian Call Centre Rankings by Industry Sectors Q4 2023
Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q4 2023 that assessed the performance of call centres across six industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- Quality Scores
- Accessibility scores
- Average wait times
- Calls Answered percentages
- Menu Navigation times
- Average Call Durations
- Scores for each of the five Quality Competencies
This is a data table only – click here to read the full report >
To view specific industry sector data, click here >
This download is only available for ACXPA Members. Learn more >
| Filename | Q4-2023-National-Call-Centre-Rankings-ACXPA-Members-Download.pdf |
| Filesize | 162.34 KB |
| Version | 1 |
| Date added | February 26, 2024 |
| Category | Industry Summary |
Car Insurance December 2023
Download a summary of the Call Centre Rankings for the Australian Car Insurance Sector in December 2023.
The summary data includes the following Call Centre Ranking data for three random car insurance companies, 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 purchase our Contact Centre CX Benchmarking will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.
- View other available monthly report downloads >
- View the public monthly reports for Car Insurance Providers >
This download is only available for ACXPA Members. Learn more >
| Filename | Car-Insurance-December-2023.pdf |
| Filesize | 124.54 KB |
| Version | 1 |
| Date added | February 12, 2024 |
| Category | Car Insurance |
Car Insurance November 2023
Download a summary of the Call Centre Rankings for the Australian Car Insurance Sector in November 2023.
The summary data includes the following Call Centre Ranking data for three random car insurance companies, 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 purchase our Contact Centre CX Benchmarking will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.
- View other available monthly report downloads >
- View the public monthly reports for Car Insurance Providers >
This download is only available for ACXPA Members. Learn more >
| Filename | Car-Insurance-November-2023.pdf |
| Filesize | 122.54 KB |
| Version | 1 |
| Date added | February 12, 2024 |
| Category | Car Insurance |
TAFEs December 2023
Download the ACXPA Members summary of the TAFE Sector December 2023 Call Centre Rankings Report.
The summary data includes the following data for three random TAFEs we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
To see the data for ALL TAFEs, purchase the Contact Centre CX Benchmarking and you’ll also receive additional insights and call recordings for your TAFE, plus benchmarking data of your TAFE against any five TAFEs you nominate.
- View other available monthly reports downloads >
- View the public reports each month for Australian TAFEs >
This download is only available for ACXPA Members. Learn more >
| Filename | TAFEs-December-2023.pdf |
| Filesize | 122.45 KB |
| Version | 1 |
| Date added | February 12, 2024 |
| Category | TAFEs |
TAFEs November 2023
Download the ACXPA Members summary of the TAFE Sector November 2023 Call Centre Rankings Report.
The summary data includes the following data for three random TAFEs we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
To see the data for ALL TAFEs, purchase the Contact Centre CX Benchmarking and you’ll also receive additional insights and call recordings for your TAFE, plus benchmarking data of your TAFE against any five TAFEs you nominate.
- View other available monthly reports downloads >
- View the public reports each month for Australian TAFEs >
This download is only available for ACXPA Members. Learn more >
| Filename | TAFEs-November-2023-ACXPA-Members-Download.pdf |
| Filesize | 123.52 KB |
| Version | 1 |
| Date added | February 12, 2024 |
| Category | TAFEs |
Australian Councils December 2023
Download a summary of the key results for the Council Sector December 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the Contact Centre CX Benchmarking service will see the data for all the councils we assessed, plus additional insights and call recordings for their council, and you can nominate any five councils you’d also like included!
This download is only available for ACXPA Members. Learn more >
| Filename | Councils-Call-Centre-Rankings-December-2023-ACXPA-Download.pdf |
| Filesize | 127.95 KB |
| Version | 1 |
| Date added | February 4, 2024 |
| Category | Councils |
Australian Councils November 2023
Download a summary of the key results for the Council Sector November 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the Contact Centre CX Benchmarking service will see the data for all the councils we assessed, plus additional insights and call recordings for their council, and you can nominate any five councils you’d also like included!
This download is only available for ACXPA Members. Learn more >
| Filename | Councils-Call-Centre-Rankings-November-2023-ACXPA-Download.pdf |
| Filesize | 125.54 KB |
| Version | 1 |
| Date added | February 4, 2024 |
| Category | Councils |
Australian Internet Providers December 2023
Download the ACXPA Members Summary Report for the Internet Providers Sector December 2023 Call Centre Rankings.
This report contains summary performance data for three random Internet Providers we assessed, including:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
This report contains data for three Internet Providers only.
To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate.
- View other Internet Provider reports to download >
- View the published monthly reports for Australian Internet Providers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | Internet-December-2023-ACXPA-Members-Download.pdf |
| Filesize | 124.03 KB |
| Version | 1 |
| Date added | February 3, 2024 |
| Category | Internet Providers |
Australian Internet Providers November 2023
Download the ACXPA Members Summary Report for the Internet Providers Sector November 2023 Call Centre Rankings.
This report contains summary performance data for three random Internet Providers we assessed, including:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
This report contains data for three Internet Providers only.
To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate.
- View other Internet Provider reports to download >
- View the published monthly reports for Australian Internet Providers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | Internet-November-2023.pdf |
| Filesize | 122.81 KB |
| Version | 1 |
| Date added | January 29, 2024 |
| Category | Internet Providers |
Australian Internet Providers October 2023
Download the ACXPA Members Summary Report for the Internet Providers Sector October 2023 Call Centre Rankings.
This report contains summary performance data for three random Internet Providers we assessed, including:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
This report contains data for three Internet Providers only.
To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate.
- View other Internet Provider reports to download >
- View the published monthly reports for Australian Internet Providers and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | Internet-October-2023.pdf |
| Filesize | 124.82 KB |
| Version | 1 |
| Date added | January 28, 2024 |
| Category | Internet Providers |
Australian Banks December 2023
Download the ACXPA Members Summary Report for the Banking Sector December 2023 Call Centre Rankings.
This report contains summary performance data for three random Banks we assessed, including:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate.
- View other Bank reports to download >
- View the published monthly reports for Australian Banks and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | Banks-December-2023.pdf |
| Filesize | 122.31 KB |
| Version | 1 |
| Date added | January 27, 2024 |
| Category | Banks |
Australian Banks November 2023
Download the ACXPA Members Summary Report for the Banking Sector November 2023 Call Centre Rankings.
This report contains summary performance data for three random Banks we assessed, including:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Sector Summary scores for each of the five Quality competencies
- The scores for each of the four behaviours of the ‘Engage’ Quality Competency
- Sector Summary scores for each of the five Accessibility competencies
This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate.
- View other Bank reports to download >
- View the published monthly reports for Australian Banks and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | Banks-November-2023.pdf |
| Filesize | 125.75 KB |
| Version | 1 |
| Date added | January 26, 2024 |
| Category | Banks |
Energy Providers December 2023
Download the ACXPA Members summary of the key results for the Energy Sector December 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the 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 | Energy-Providers-December-2023-ACXPA-Members-Summary.pdf |
| Filesize | 126.82 KB |
| Version | 1 |
| Date added | January 21, 2024 |
| Category | Energy Providers |
Energy Providers November 2023
Download the ACXPA Members summary of the key results for the Energy Sector November 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the 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 | Energy-Providers-November-2023-ACXPA-Members-Summary-1.pdf |
| Filesize | 122.82 KB |
| Version | 1 |
| Date added | January 21, 2024 |
| Category | Energy Providers |
