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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, self-paced training courses,  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 Call Centre Industry January 2025

ACXPA Subscribers & Members can instantly download this report! Join now >

Download the ACXPA Members January 2025 Australian Call Centre Industry Report that contains the results (by sector) for 48  different metrics, including: 

  • Overall CX Rankings
  • Accessibility Rankings
  • Agent Mastery 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 Agent Mastery Competencies and 18 different behaviours
  • Overall scores for each of the five Accessibility categories
  • Penalty Percentages

Keen to explore how to obtain benchmarking for your call centre? Explore our contact centre benchmarking services >

 

Filename INDUSTRY-ACXPA-Members-Monthly-Report-January-2025.pdf
Filesize 152.32 KB
Version 1
Date added April 29, 2025
Category Industry Sectors (Monthly)
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