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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
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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 Rankings by Industry Sectors Q3 2024

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

Download a summary of the key results for the Australian Call Centre Rankings by Industry Sectors Q3 2024 that assessed the performance of call centres across six industry sectors in Australia – Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs/Education Providers.

The summary data includes the following sector averages and trend performance compared to the previous quarter by industry sector for:

  • Overall CX Rankings
  • Agent Mastery Scores
  • Accessibility scores
  • Average wait times
  • Calls Answered percentages
  • Menu Navigation times
  • Average Call Durations
  • Scores for each of the five Agent Mastery Competencies 

This download is a data table in PDF Format – click here to view the latest Call Centre Rankings > 

To view industry sector-specific reports you can download, click here >

Filename INDUSTRY-ACXPA-Members-Q3-2024-Quarterly-Report.pdf
Filesize 164.54 KB
Version 1
Date added December 19, 2024
Category Industry Sectors (Quarterly Trends)
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