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Home Downloads

 +61 3 9492 2871      enquiries@acxpa.com.au

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.

Contact Centres
CX
Customer Service
General Business
Job Descriptions
Trivia Questions
Resume Templates
ACXPA Logo

Call Centre Ranking Reports

Downloads only: Industry Sectors (Monthly) | Industry Sectors (Quarterly)

View Reports and optional downloads:  Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education

Australian Councils Call Centre Rankings Reports (Quarterly)

Monthly Insights into the performance of Call Centres for Councils across Australia. Select the month you'd like to download below. 

Or, view the latest public results and information on how we assess the performance of the councils >

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

 

  • Australian Councils Q2 2024

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

    Download the ACXPA Members Summary Report for the Australian Councils Sector Q2 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 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.

    Filename COUNCILS-ACXPA-Members-Q2-Quarterly-Report.pdf
    Filesize 93.70 KB
    Version 1
    Date added September 13, 2024
    Category Councils (Quarterly Reports)

  • Australian Councils Q1 2024

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

    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.

    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)
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