ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
Australian Call Centre Industry Rankings Reports
Monthly Insights into the performance of the Australian Call Centre Industry. Select the month you'd like to download below.
Or, view the latest public results and information on how we assess the performance of Australian Call Centres>
You must be an ACXPA Member to download the reports! Learn more >
Australian Call Centre Industry Sector Rankings February 2024
Download a summary of the key results for the February 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
View Quarterly Reports and trend data for the Industry >
Download other monthly reports >
This download is only available for ACXPA Members. Learn more >
| Filename | 02-FEB-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.09 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Summary |
Australian Call Centre Industry Sector Rankings January 2024
Download a summary of the key results for the January 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
View Quarterly Reports and trend data for the Industry >
Download other monthly reports >
This download is only available for ACXPA Members. Learn more >
| Filename | 01-JAN-2024-INDUSTRY-ACXPA-Members-Monthly-Report.pdf |
| Filesize | 98.13 KB |
| Version | 1 |
| Date added | May 7, 2024 |
| Category | Industry Summary |
Australian Call Centre Rankings by Industry Sectors Q4 2023
Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q4 2023 that assessed the performance of call centres across six industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- 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 – click 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 | Q4-2023-National-Call-Centre-Rankings-ACXPA-Members-Download.pdf |
| Filesize | 162.34 KB |
| Version | 1 |
| Date added | February 26, 2024 |
| Category | Industry Summary |
Australian Call Centre Industry Sector Rankings October 2023
Download a summary of the key results for the October 2023 Australian Call Centre Industry Report that assessed six industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- 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
- Scores for each of the five Accessibility categories
- Penalty percentages
View YTD Trends: YTD Data by Industry >
View Previous Month Downloads: Monthly reports >
This download is only available for ACXPA Members. Learn more >
| Filename | Australian-Call-Centre-Rankings-October-2023-Download.pdf |
| Filesize | 142.09 KB |
| Version | 1 |
| Date added | December 28, 2023 |
| Category | Industry Summary |
Australian Call Centre Industry Sector Rankings September 2023
Download a summary of the key results for the September 2023 Australian Call Centre Industry Report that assessed 36 contact centres across five industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Calls Answered percentages
- Navigation times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies
- Scores for each of the five Accessibility categories
ACXPA Members also gain exclusive access to additional data and insights >
View other monthly reports here >
This download is only available for ACXPA Individual Members. Learn more >
| Filename | Australian-Call-Centre-Rankings-September-2023-Download.pdf |
| Filesize | 147.62 KB |
| Version | 1 |
| Date added | November 28, 2023 |
| Category | Industry Summary |
Australian Call Centre Industry Rankings August 2023
Download a summary of the key results for the August 2023 Australian Call Centre Industry Report that assessed 36 contact centres across six industry sectors in Australia.
The summary data includes the following by industry sector:
- Overall performance scores
- Quality Scores (QIS)
- Accessibility scores (CCAS)
- Average wait times
- Calls Answered percentages
- Navigation times
- Number of IVR layers
- Talk time
- Scores for each of the five Quality Competencies
- The scores for the four behaviours of the ‘Engage’ Quality Competency
- Scores for each of the five Accessibility categories
ACXPA Members also gain exclusive access to additional data and insights >
View other monthly reports here >
This download is only available for ACXPA Individual Members. Learn more >
| 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 Summary |
