ACXPA Download Categories
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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 Councils September 2023
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Download a summary of the key results for the Council Sector September 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-Mystery-Shopping-Results-September-2023-Summary-download-1.png |
| Filesize | 174.71 KB |
| Version | 1 |
| Date added | October 26, 2023 |
| Category | Call Centre Ranking Reports, Councils (Monthly Reports) |
