ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
- Subcategories:
- Banks (Monthly Reports) (9)
- Banks (Quarterly Reports) (1)
- Car Insurance (Monthly Reports) (7)
- Car Insurance (Quarterly Reports) (1)
- Councils (Monthly Reports) (9)
- Councils (Quarterly Reports) (1)
- Energy Retailers (Monthly Reports) (9)
- Energy Retailers (Quarterly Reports) (1)
- Industry Sectors (Monthly) (9)
- Industry Sectors (Quarterly Trends) (2)
- Internet Retailers (Monthly Reports) (9)
- TAFEs and Education (Monthly Reports) (9)
- 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, ACXPA Subscribers have limited access to reports.
You can also filter by industry sector subcategory by clicking on the links above.
Learn more about our Membership options >
View the public Call Centre Ranking Reports here >
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 March 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) |
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 >
This download is only available for ACXPA Members. Learn more >
| 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) |
Australian Car Insurers April 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector April 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-April-2024.pdf |
| Filesize | 82.29 KB |
| Version | 1 |
| Date added | July 14, 2024 |
| Category | Car Insurance (Monthly Reports) |
Australian Banks April 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Banking Sector April 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 | 04-APRIL-2024-BANKS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.44 KB |
| Version | 1 |
| Date added | July 2, 2024 |
| Category | Banks (Monthly Reports) |
Australian Councils April 2024
This download is only available for ACXPA Members. Learn more >
Download the ACXPA Members Summary Report for the Australian Councils Sector April 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 | 04-APRIL-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 87.77 KB |
| Version | 1 |
| Date added | July 2, 2024 |
| Category | Councils (Monthly Reports) |
Australian Call Centre Rankings by Industry Sectors Q1 2024
Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q1 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 Rankings
- 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 in PDF Format – check 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 | Q1-2024-ACXPA-Members-INDUSTRY-Quarterly-Report.pdf |
| Filesize | 165.76 KB |
| Version | 1 |
| Date added | June 2, 2024 |
| Category | Industry Sectors (Quarterly Trends) |
Australian TAFEs & Education Providers Q1 2024
Download the ACXPA Members Summary Report for the Australian TAFEs & Education Sector Q1 2024 Call Centre Rankings.
This report contains sector Average data and summary data for three random TAFES, 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | Q1-2024-EDUCATION-ACXPA-Members-Report.pdf |
| Filesize | 82.76 KB |
| Version | 1 |
| Date added | May 31, 2024 |
| Category | TAFEs and Education (Quarterly Reports) |
Australian Energy Retailers Q1 2024
Download the ACXPA Members Summary Report for the Australian Energy Sector Q1 2024 Call Centre Rankings.
This report contains the Energy Sector Average data and summary data for three random energy retailers, 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | Q1-2024-Energy-Retailers-ACXPA-Members-Report.pdf |
| Filesize | 82.43 KB |
| Version | 1 |
| Date added | May 31, 2024 |
| Category | Energy Retailers (Quarterly Reports) |
Australian Councils Q1 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector Q1 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-Q1-2024-COUNCILS-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 82.41 KB |
| Version | 1 |
| Date added | May 27, 2024 |
| Category | Councils (Quarterly Reports) |
Australian Car Insurers March 2024
Download the ACXPA Members Summary Report for the Australian Car Insurance Sector March 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 | 03-MARCH-CAR-INSURANCE-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 80.66 KB |
| Version | 1 |
| Date added | May 27, 2024 |
| Category | Car Insurance (Monthly Reports) |
Car Insurance Q1 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Car Insurance Sector Q1 2024 Call Centre Rankings.
This report contains sector average data for 43 metrics, plus 23 Q1 averages for 23 individual metrics 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 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 >
| Filename | 01-Q1-2024-CAR-INSURANCE-ACXPA-Members-Quarterly-Report.pdf |
| Filesize | 80.99 KB |
| Version | 1 |
| Date added | May 26, 2024 |
| Category | Car Insurance (Quarterly Reports) |
Australian Banks Q1 2024
This download is only available for ACXPA Members. Join now >
Download the ACXPA Members Summary Report for the Banking Sector Q1 2024 Call Centre Rankings.
This report contains sector average data for 43 metrics, plus 23 Q1 averages for 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 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 | 01-Q1-2024-BANKS-ACXPA-Members-Quartely-Report.pdf |
| Filesize | 80.07 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Banks (Quarterly Reports) |
Australian Call Centre Industry Sector Rankings March 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the March 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 | 03-MARCH-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.05 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Industry Sectors (Monthly) |
Australian TAFEs March 2024
Download the ACXPA Members Summary Report for the Australian TAFEs Sector March 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 TAFEs and YTD trend data >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MAR-2024-TAFES-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 81.38 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | TAFEs and Education (Monthly Reports) |
Download the ACXPA Members Summary Report for the Australian Internet Retailers March 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MARCH-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 80.55 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | Internet Retailers (Monthly Reports) |
Australian Energy Retailers March 2024
Download the ACXPA Members Summary Report for the Australian Energy Sector March 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 >
This download is only available for ACXPA Members. Learn more >
| Filename | 03-MARCH-2024-ENERGY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 82.17 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | Energy Retailers (Monthly Reports) |
Australian Councils March 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector March 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 | 03-MARCH-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.40 KB |
| Version | 1 |
| Date added | May 12, 2024 |
| Category | Councils (Monthly Reports) |
Australian Banks March 2024
Download the ACXPA Members Summary Report for the Banking Sector March 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 | 03-MARCH-2024-BANKS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 79.90 KB |
| Version | 1 |
| Date added | May 11, 2024 |
| Category | Banks (Monthly Reports) |
