ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
Australian Councils Call Centre Rankings Reports
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 February 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector February 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 | 02-FEB-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 83.63 KB |
| Version | 1 |
| Date added | May 6, 2024 |
| Category | Councils |
Australian Councils January 2024
Download the ACXPA Members Summary Report for the Australian Councils Sector January 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-JAN-2024-COUNCILS-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 85.80 KB |
| Version | 1 |
| Date added | April 25, 2024 |
| Category | Councils |
Australian Councils December 2023
Download a summary of the key results for the Council Sector December 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the Contact Centre CX Benchmarking service will see the data for all the councils we assessed, plus additional insights and call recordings for their council, and you can nominate any five councils you’d also like included!
This download is only available for ACXPA Members. Learn more >
| Filename | Councils-Call-Centre-Rankings-December-2023-ACXPA-Download.pdf |
| Filesize | 127.95 KB |
| Version | 1 |
| Date added | February 4, 2024 |
| Category | Councils |
Australian Councils November 2023
Download a summary of the key results for the Council Sector November 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the Contact Centre CX Benchmarking service will see the data for all the councils we assessed, plus additional insights and call recordings for their council, and you can nominate any five councils you’d also like included!
This download is only available for ACXPA Members. Learn more >
| Filename | Councils-Call-Centre-Rankings-November-2023-ACXPA-Download.pdf |
| Filesize | 125.54 KB |
| Version | 1 |
| Date added | February 4, 2024 |
| Category | Councils |
Australian Councils October 2023
Download a summary of the key results for the Council Sector October 2023 Call Centre Rankings Report.
The summary data includes the following data for four 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 | Councils-October-2023-Download.pdf |
| Filesize | 128.21 KB |
| Version | 1 |
| Date added | December 7, 2023 |
| Category | 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 |
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 |
