Australian Call Centre Industry Sector Rankings November 2024

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the November 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes 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

Other quick links:

• View lifetime averages and trend data for the Industry sectors >
• View other download options >

Australian Education Providers November 2024

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

Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector November 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.

• Downland other monthly reports >
• View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >

Internet Retailers November 2024

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers November 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.

• Downland other monthly reports >
• View the quarterly public reports for Australian Internet Retailers and YTD trend data >

Australian Call Centre Rankings by Industry Sectors Q3 2024

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

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q3 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

• Overall CX Rankings
• Agent Mastery Scores
• Accessibility scores
• Average wait times
• Calls Answered percentages
• Menu Navigation times
• Average Call Durations
• Scores for each of the five Agent Mastery Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific downloads you can download, click here >

Australian Call Centre Industry Sector Rankings October 2024

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the October 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes 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

Other quick links:

• View lifetime averages and trend data for the Industry sectors >
• View other download options >

Australian Energy Retailers November 2024

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

Download the ACXPA Members Summary Report for the Australian Energy Sector November 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 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 >

Australian Councils November 2024

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

Download the ACXPA Members Summary Report for the Australian Councils Sector November 2024 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 
• 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 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 >

Australian Car Insurance Providers November 2024

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

Download the ACXPA Members Summary Report for the Australian Car Insurance Sector November 2024 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 
• 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 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 >

Australian Banks November 2024

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

Download the ACXPA Members Summary Report for the Banking Sector November 2024 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 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 >

Australian TAFEs & Education Providers Q3 2024

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

Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q3 2024 Call Centre Rankings.

This report contains Australian Energy sector averages for 43 metrics, plus 23 individual metrics for three 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 or 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.

• Downland other monthly reports >
• View the quarterly public reports for Australian TAFEs & Education Providers >

Australian Education Providers October 2024

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

Download the ACXPA Members Summary Report for the Australian TAFE/Education Sector October 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.

• Downland other monthly reports >
• View the quarterly public reports for Australian TAFEs/Education Providers and YTD trend data >

Internet Retailers Q3 2024

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers Q3 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 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 >

Internet Retailers October 2024

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers October 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.

• Downland other monthly reports >
• View the quarterly public reports for Australian Internet Retailers and YTD trend data >

Car Insurance Q3 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Car Insurance Sector Q3 2024 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 
• 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 CAR INSURANCE 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.

• Downland other monthly reports >
• View the quarterly public reports for Car Insurance Providers and YTD trend data >

Australian Car Insurance Providers October 2024

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

Download the ACXPA Members Summary Report for the Australian Car Insurance Sector October 2024 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 
• 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 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 >

Australian Energy Retailers Q3 2024

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

Download the ACXPA Members Summary Report for the Australian Energy Sector Q3 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 >

Australian Energy Retailers October 2024

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

Download the ACXPA Members Summary Report for the Australian Energy Sector October 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 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 >

Australian Councils Q3 2024

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

Download the ACXPA Members Summary Report for the Australian Councils Sector Q3 2024 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 
• 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 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 >

Australian Councils October 2024

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

Download the ACXPA Members Summary Report for the Australian Councils Sector October 2024 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 
• 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 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 >

Australian Banks Q3 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q3 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 23 individual metrics 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 view 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 >