ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
- Subcategories:
- Banks (Monthly Reports) (12)
- Banks (Quarterly Reports) (1)
- Car Insurance (Monthly Reports) (9)
- Car Insurance (Quarterly Reports) (1)
- Councils (Monthly Reports) (13)
- Councils (Quarterly Reports) (1)
- Energy Retailers (Monthly Reports) (11)
- Energy Retailers (Quarterly Reports) (1)
- Industry Sectors (Monthly) (10)
- Industry Sectors (Quarterly Trends) (2)
- Internet Retailers (Monthly Reports) (11)
- TAFEs and Education (Monthly Reports) (11)
- TAFEs and Education (Quarterly Reports) (1)
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 June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector June 2024 Call Centre Rankings.
This report contains summary data for three random TAFEs/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 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-Monthly-Report-June-2024.pdf |
| Filesize | 87.77 KB |
| Version | 1 |
| Date added | September 7, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Internet Retailers June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers June 2024 Call Centre Rankings.
This report contains summary data for three random 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 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-Monthly-Report-June-2024.pdf |
| Filesize | 86.58 KB |
| Version | 1 |
| Date added | September 7, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector June 2024 Call Centre Rankings.
This report contains summary data for three random 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 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-Monthly-Report-June-2024.pdf |
| Filesize | 87.29 KB |
| Version | 1 |
| Date added | September 7, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector June 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 >
| Filename | COUNCILS-ACXPA-Members-Monthly-Report-June-2024.pdf |
| Filesize | 90.99 KB |
| Version | 1 |
| Date added | September 7, 2024 |
| Category | Councils (Monthly Reports) |
Australian Car Insurance Providers June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector June 2024 Call Centre Rankings.
This report contains summary data for three random car insurance 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 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-Monthly-Report-June-2024.pdf |
| Filesize | 88.02 KB |
| Version | 1 |
| Date added | September 7, 2024 |
| Category | Car Insurance (Monthly Reports) |
Australian Councils July 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector July 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 >
| Filename | COUNCILS-ACXPA-Members-Monthly-Report-July-2024.pdf |
| Filesize | 92.54 KB |
| Version | 1 |
| Date added | September 4, 2024 |
| Category | Councils (Monthly Reports) |
Australian Councils June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector June 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 >
| Filename | COUNCILS-ACXPA-Members-Monthly-Report-June-2024.pdf |
| Filesize | 90.99 KB |
| Version | 1 |
| Date added | August 30, 2024 |
| Category | Councils (Monthly Reports) |
Australian Banks July 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector July 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 >
| Filename | BANKS-ACXPA-Members-Monthly-Report-July-2024.pdf |
| Filesize | 87.71 KB |
| Version | 1 |
| Date added | August 30, 2024 |
| Category | Banks (Monthly Reports) |
Australian Banks June 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector June 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 >
| Filename | BANKS-ACXPA-Members-Monthly-Report-June-2024.pdf |
| Filesize | 87.95 KB |
| Version | 1 |
| Date added | August 20, 2024 |
| Category | Banks (Monthly Reports) |
Australian TAFEs May 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector May 2024 Call Centre Rankings.
This report contains summary data for three random TAFEs/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 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-Monthly-Report-May-2024.pdf |
| Filesize | 88.51 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Internet Retailers May 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers May 2024 Call Centre Rankings.
This report contains summary data for three random 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 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-Monthly-Report-May-2024.pdf |
| Filesize | 86.29 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers May 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector May 2024 Call Centre Rankings.
This report contains summary data for three random 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 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-Monthly-Report-May-2024.pdf |
| Filesize | 86.67 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils May 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector May 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 >
| Filename | COUNCILS-ACXPA-Members-Monthly-Report-May-2024.pdf |
| Filesize | 92.05 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Councils (Monthly Reports) |
Australian Car Insurers May 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector May 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 >
| Filename | CAR-INSURANCE-ACXPA-Members-Monthly-Report-May-2024.pdf |
| Filesize | 87.40 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks May 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector May 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 >
| Filename | BANKS-ACXPA-Members-Monthly-Report-May-2024.pdf |
| Filesize | 84.56 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Banks (Monthly Reports) |
Australian Call Centre Industry Sector Rankings May 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the May 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The summary data includes the results (by sector) for over 40 different metrics, including:
- Overall Rankings
- Quality score
- Accessibility score
- Average wait times
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty percentages
Other quick links:
- View lifetime averages and trend data for the Industry >
- Download other monthly reports > (ACXPA Subscribers & Members only)
- Download quarterly trend reports > (ACXPA Members only)
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-May-2024.pdf |
| Filesize | 98.88 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings April 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the April 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The summary data includes the results (by sector) for over 40 different metrics, including:
- Overall Rankings
- Quality score
- Accessibility score
- Average wait times
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies and 18 different behaviours
- Overall scores for each of the five Accessibility categories
- Penalty percentages
Other quick links:
- View lifetime averages and trend data for the Industry >
- Download other monthly reports > (ACXPA Subscribers & Members only)
- Download quarterly trend reports > (ACXPA Members only)
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-April-2024.pdf |
| Filesize | 98.82 KB |
| Version | 1 |
| Date added | July 16, 2024 |
| Category | Industry Sectors (Monthly) |
Australian TAFEs April 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector April 2024 Call Centre Rankings.
This report contains summary data for three random TAFEs/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 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-Monthly-Report-April-2024.pdf |
| Filesize | 84.30 KB |
| Version | 1 |
| Date added | July 16, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Australian Energy Retailers April 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Energy Sector April 2024 Call Centre Rankings.
This report contains summary data for three random 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 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-Monthly-Report-April-2024.pdf |
| Filesize | 82.33 KB |
| Version | 1 |
| Date added | July 15, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Internet Retailers April 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Internet Retailers April 2024 Call Centre Rankings.
This report contains summary data for three random 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 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-Monthly-Report-April-2024.pdf |
| Filesize | 81.13 KB |
| Version | 1 |
| Date added | July 14, 2024 |
| Category | Internet Retailers (Monthly Reports) |
