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

Internet Retailers Call Centre Rankings Reports

Monthly Insights into the performance of Call Centres for Australian Internet Retailers. 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 Australian Internet Retailers >

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

Download the ACXPA Members Summary Report for the Australian Internet Retailers February 2024 Call Centre Rankings.

This report contains summary data for three random internet retailers 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 INTERNET RETAILERS 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-INTERNET-ACXPA-Members-Monthly-Report.pdf
Filesize	81.32 KB
Version	1
Date added	May 6, 2024
Category	Internet Retailers

Australian Internet Retailers January 2024

Download the ACXPA Members Summary Report for the Australian Internet Retailers Sector January 2024 Call Centre Rankings.

This report contains summary data for three random internet retailers 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-INTERNET-ACXPA-Members-Monthly-Report.pdf
Filesize	85.79 KB
Version	1
Date added	April 25, 2024
Category	Internet Retailers

Australian Internet Providers December 2023

Download the ACXPA Members Summary Report for the Internet Providers Sector December 2023 Call Centre Rankings.

This report contains summary performance data for three random Internet Providers we assessed, including:

Overall performance scores
Quality Scores (QIS)
Accessibility scores (CCAS)
Average wait times
Navigation times
Number of IVR layers
Talk time
Sector Summary scores for each of the five Quality competencies
The scores for each of the four behaviours of the ‘Engage’ Quality Competency
Sector Summary scores for each of the five Accessibility competencies

This report contains data for three Internet Providers only.

To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate.

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

Filename	Internet-December-2023-ACXPA-Members-Download.pdf
Filesize	124.03 KB
Version	1
Date added	February 3, 2024
Category	Internet Retailers

Australian Internet Providers November 2023

Download the ACXPA Members Summary Report for the Internet Providers Sector November 2023 Call Centre Rankings.

This report contains summary performance data for three random Internet Providers we assessed, including:

Overall performance scores
Quality Scores (QIS)
Accessibility scores (CCAS)
Average wait times
Navigation times
Number of IVR layers
Talk time
Sector Summary scores for each of the five Quality competencies
The scores for each of the four behaviours of the ‘Engage’ Quality Competency
Sector Summary scores for each of the five Accessibility competencies

This report contains data for three Internet Providers only.

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

Filename	Internet-November-2023.pdf
Filesize	122.81 KB
Version	1
Date added	January 29, 2024
Category	Internet Retailers

Australian Internet Providers October 2023

Download the ACXPA Members Summary Report for the Internet Providers Sector October 2023 Call Centre Rankings.

This report contains summary performance data for three random Internet Providers we assessed, including:

Overall performance scores
Quality Scores (QIS)
Accessibility scores (CCAS)
Average wait times
Navigation times
Number of IVR layers
Talk time
Sector Summary scores for each of the five Quality competencies
The scores for each of the four behaviours of the ‘Engage’ Quality Competency
Sector Summary scores for each of the five Accessibility competencies

This report contains data for three Internet Providers only.

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

Filename	Internet-October-2023.pdf
Filesize	124.82 KB
Version	1
Date added	January 28, 2024
Category	Internet Retailers

Internet Providers September 2023

Download a summary of the key results for the Internet Providers September 2023 Call Centre Rankings Report.

The summary data includes the following data for four random Internet Providers 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

Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.

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

Filename	Australian-Internet-Providers-September-2023-Summary-Download-Report-1.png
Filesize	195.18 KB
Version	1
Date added	November 15, 2023
Category	Internet Retailers