ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
- Subcategories:
- Banks (2)
- Car Insurance (1)
- Councils (2)
- Energy Providers (2)
- Industry Summary (2)
- Internet Providers (2)
- TAFEs (2)
Call Centre Ranking Reports for Download
Each month we publish the Australian Call Centre Rankings report that provides insights into the performance of the Australian Contact Contact Centre industry by conducting random mystery shopping calls and then assessing the experience against the ACXPA Contact Centre CX Framework.
ACXPA Members can download a summary report by industry sector below, as well as the overall national results.
You can also filter by industry sector subcategory by clicking on the links above.
You must be an ACXPA Member to download the reports! Learn more >
View the public Call Centre Ranking Reports here >
Australian Banks August 2023
Download a summary of the key results for the Banking Sector August 2023 Call Centre Rankings Report.
The summary data includes the following data for four random Banks we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.
This download is only available for ACXPA Members. Learn more >
| Filename | Banks-August-2023.png |
| Filesize | 170.34 KB |
| Version | 1 |
| Date added | October 16, 2023 |
| Category | Banks, Call Centre Ranking Reports |
Australian Banks September 2023
Download a summary of the key results for the Banking Sector September 2023 Call Centre Rankings Report.
The summary data includes the following data for four random Banks we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Banks-Summary-Results-Download.png |
| Filesize | 211.40 KB |
| Version | 1 |
| Date added | November 4, 2023 |
| Category | Banks |
Australian Call Centre Industry Rankings August 2023
Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed 36 contact centres across six industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Calls Answered percentages
- Navigation times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Scores for each of the five Accessibility categories
ACXPA Members also gain exclusive access to additional data and insights >
View other monthly reports here >
This download is only available for ACXPA Individual Members. Learn more >
| Filename | Australian-Call-Centre-Industry-Performance-August-2023-Download.png |
| Filesize | 165.36 KB |
| Version | 1 |
| Date added | September 19, 2023 |
| Category | Call Centre Ranking Reports, Industry Summary |
Australian Call Centre Industry Sector Rankings September 2023
Download a summary of the key results for the September 2023 Australian Call Centre Industry Report that assessed 36 contact centres across five industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Calls Answered percentages
- Navigation times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies
- Scores for each of the five Accessibility categories
ACXPA Members also gain exclusive access to additional data and insights >
View other monthly reports here >
This download is only available for ACXPA Individual Members. Learn more >
| Filename | Australian-Call-Centre-Rankings-September-2023-Download.pdf |
| Filesize | 147.62 KB |
| Version | 1 |
| Date added | November 28, 2023 |
| Category | Industry Summary |
Australian Councils August 2023
Download a summary of the key results for the Council Sector August 2023 Call Centre Rankings Report.
The summary data includes the following data for five random councils we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Councils-Summary-Results-August-2023.png |
| Filesize | 60.41 KB |
| Version | 1 |
| Date added | October 18, 2023 |
| Category | Call Centre Ranking Reports, Councils |
Australian Councils September 2023
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Download a summary of the key results for the Council Sector September 2023 Call Centre Rankings Report.
The summary data includes the following data for five random councils we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Councils-Mystery-Shopping-Results-September-2023-Summary-download-1.png |
| Filesize | 174.71 KB |
| Version | 1 |
| Date added | October 26, 2023 |
| Category | Call Centre Ranking Reports, Councils |
Car Insurance October 2023
Download a summary of the key results for the Australian Car Insurance Sector in October 2023.
The summary data includes the following Call Centre Ranking data for four random car insurance companies we assessed, including:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Car insurance companies that join our Contact Centre CX Benchmarking service will see the data for all the car insurance companies we assessed, plus additional insights and call recordings for their own contact centre.
This download is only available for ACXPA Members. Learn more >
| Filename | ACXPA-Car-Insurance-Call-Centre-Rankings-Oct-23-Download.pdf |
| Filesize | 253.53 KB |
| Version | 1 |
| Date added | November 28, 2023 |
| Category | Car Insurance |
Energy Providers August 2023
Download a summary of the key results for the Energy Sector August 2023 Call Centre Rankings Report.
The summary data includes the following data for four random Energy Providers we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Energy Providers that join our Contact Centre CX Benchmarking service will see the data for all the Energy Providers we assessed plus additional insights and call recordings for their energy business.
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Energy-Providers-Call-Centre-Rankings-August-2023-Results.png |
| Filesize | 62.54 KB |
| Version | 1 |
| Date added | October 18, 2023 |
| Category | Call Centre Ranking Reports, Energy Providers |
Energy Providers September 2023
Download a summary of the key results for the Energy Sector September 2023 Call Centre Rankings Report.
The summary data includes the following data for four random Energy Providers we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Energy Providers that join our Contact Centre CX Benchmarking service will see the data for all the Energy Providers we assessed plus additional insights and call recordings for their energy business.
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Energy-Providers-Call-Centre-Rankings-Summary-September-2023-Download.png |
| Filesize | 186.26 KB |
| Version | 1 |
| Date added | November 15, 2023 |
| Category | Energy Providers |
Internet Providers August 2023
Download a summary of the key results for the Internet Providers August 2023 Call Centre Rankings Report.
The summary data includes the following data for four random Internet Providers we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.
This download is only available for ACXPA Members. Learn more >
| Filename | Internet-Providers-August-2023-Results.png |
| Filesize | 57.28 KB |
| Version | 1 |
| Date added | October 18, 2023 |
| Category | Internet Providers |
Internet Providers September 2023
Download a summary of the key results for the Internet Providers September 2023 Call Centre Rankings Report.
The summary data includes the following data for four random Internet Providers we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Internet-Providers-September-2023-Summary-Download-Report-1.png |
| Filesize | 195.18 KB |
| Version | 1 |
| Date added | November 15, 2023 |
| Category | Internet Providers |
TAFEs August 2023
Download a summary of the key results for the TAFE Sector August 2023 Call Centre Rankings Report.
The summary data includes the following data for four random TAFEs we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
TAFEs that join our Contact Centre CX Benchmarking service will see the data for all the TAFEs we assessed plus additional insights and call recordings for their TAFE.
This download is only available for ACXPA Members. Learn more >
| Filename | TAFEs-August-2023-Results.png |
| Filesize | 56.70 KB |
| Version | 1 |
| Date added | October 18, 2023 |
| Category | Call Centre Ranking Reports, TAFEs |
TAFEs September 2023
Download a summary of the key results for the TAFE Sector September 2023 Call Centre Rankings Report.
The summary data includes the following data for four random TAFEs we assessed:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Navigation times
- Number of IVR layers
- Talk time
- Summary scores for each of the five Quality competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Summary scores for each of the five Accessibility competencies
TAFEs that join our Contact Centre CX Benchmarking service will see the data for all the TAFEs we assessed, plus additional insights and call recordings for their TAFE.
This download is only available for ACXPA Members. Learn more >
| Filename | TAFES-Download-September-2023.pdf |
| Filesize | 243.79 KB |
| Version | 1 |
| Date added | November 23, 2023 |
| Category | TAFEs |
