ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
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 Councils November 2023
Download a summary of the key results for the Council Sector November 2023 Call Centre Rankings Report.
The summary data includes the following data for three 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 purchase the Contact Centre CX Benchmarking service will see the data for all the councils we assessed, plus additional insights and call recordings for their council, and you can nominate any five councils you’d also like included!
This download is only available for ACXPA Members. Learn more >
| Filename | Councils-Call-Centre-Rankings-November-2023-ACXPA-Download.pdf |
| Filesize | 125.54 KB |
| Version | 1 |
| Date added | February 4, 2024 |
| Category | Councils (Monthly Reports) |
