ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
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 Call Centre Industry Rankings Reports
Download the monthly report that displays the industry sector averages, along with the overall industry average, for over 45 different metrics.
Data includes:
- Wait Time
- IVR Layers
- Talk Time
- Total Experience Time
- Quality Scores
- Lots more!
Just select the month you'd like to download below.
Australian Call Centre Industry Sector Rankings September 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the September 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | INDUSTRY-ACXPA-Members-September-2024-Monthly-Report-Template.pdf |
| Filesize | 98.74 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings August 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | INDUSTRY-ACXPA-Members-August-2024-Monthly-Report-Template.pdf |
| Filesize | 98.71 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings July 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the July 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | INDUSTRY-ACXPA-Members-July-2024-Monthly-Report-Template.pdf |
| Filesize | 98.70 KB |
| Version | 1 |
| Date added | October 21, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings June 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the June 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | INDUSTRY-ACXPA-Members-June-2024-Monthly-Report.pdf |
| Filesize | 98.76 KB |
| Version | 1 |
| Date added | September 15, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings May 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the May 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | INDUSTRY-ACXPA-Members-Monthly-Report-May-2024.pdf |
| Filesize | 98.88 KB |
| Version | 1 |
| Date added | August 8, 2024 |
| Category | Industry Sectors (Monthly) |
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 April 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| 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 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 monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| 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 Call Centre Industry Sector Rankings February 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the February 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | 02-FEB-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.09 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings January 2024
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the January 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | 01-JAN-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.13 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings December 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the December 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | December-2023-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.07 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings November 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the November 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | November-2023-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.00 KB |
| Version | 1 |
| Date added | May 13, 2024 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings October 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the October 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | Australian-Call-Centre-Rankings-October-2023-Download.pdf |
| Filesize | 142.09 KB |
| Version | 1 |
| Date added | December 28, 2023 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Sector Rankings September 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the September 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| Filename | Australian-Call-Centre-Rankings-September-2023-Download.pdf |
| Filesize | 147.62 KB |
| Version | 1 |
| Date added | November 28, 2023 |
| Category | Industry Sectors (Monthly) |
Australian Call Centre Industry Rankings August 2023
ACXPA Subscribers & Members can instantly download this report! Join now >
Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The monthly industry sector data includes the results (by sector) for 48 different metrics, including:
- Overall CX Rankings
- Accessibility Rankings
- Customer Service Quality Rankings
- Average Wait Time
- Calls Answered percentages
- Navigation times
- Pre-recorded message times
- Number of IVR layers
- Talk Time
- Total Experience 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:
| 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 Sectors (Monthly) |
