ACXPA Downloads

ACXPA offers a range of downloads – from Erlang Calculators, Customer Journey Mapping templates, Return on Investment (ROI) Calculators and lots more.

We’ve even got some general knowledge trivia questions that help Team Leaders and Managers build some engagement within their teams!

Our popular Phonetic Alphabet desktop guide is also very handy – you can download it to print as A4 page. Simply cut out the size that best fits your monitor or desk and you’ll never have to make up words like N for knife ever again!

We’ll continue to add to our downloads library and we also have the ACXPA Shop/Marketplace where you can purchase premium downloads (members receive a discount on all downloads as well).

ACXPA Members can access a range of resources to supercharge their performance, including the downloads below, live monthly symposiums & Video Library, a powerful members directory, exclusive industry insights & data and lots more! See which membership is right for you >

ACXPA Download Categories

Select your category below to view all the available downloads along with a description of each item.

Call Centre Ranking Reports

Australian Car Insurance Call Centre Rankings Reports

Monthly Insights into the performance of Call Centres for Australian rar insurance companies. Select the month you'd like to download below.

Or, view the latest public results and information on how we assess the performance of car insurance companies in Australia >

You must be an ACXPA Member to download the reports! Learn more >

Australian Car Insurers February 2024

Download the ACXPA Members Summary Report for the Australian Car Insurance Sector February 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.

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

Filename	02-FEB-2024-CAR-INSURANCE-ACXPA-Members-Monthly-Report.pdf
Filesize	81.03 KB
Version	1
Date added	May 6, 2024
Category	Car Insurance

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

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

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.

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

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

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 >