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

Australian Councils August 2023

Download a summary of the key results for the Council Sector August 2023 Call Centre Rankings Report.

The summary data includes the following data for five random councils 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

Councils that join our Contact Centre CX Benchmarking service will see the data for all the councils we assessed plus additional insights and call recordings for their council.

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

Filename	Australian-Councils-Summary-Results-August-2023.png
Filesize	60.41 KB
Version	1
Date added	October 18, 2023
Category	Call Centre Ranking Reports, Councils