ACXPA FAQs
Thanks for taking an interest in the Australian Customer Experience Professionals Association (ACXPA). We’ve listed below some Frequently Asked Questions (FAQs) that we hope provide you with the answers you are looking for!
Of course, if they don’t, we have a lot more information on the About ACPXA page or please reach out to us directly on +61 39492 2871 or send us your question on our Contact us page and we’ll be happy to assist.
When was ACXPA launched?
Our website first went live with a soft launch on International CX Day, 4th October 2022.
Who/What industries does ACXPA support?
We represent anyone working with customers via voice, digital or in-person whether they work in a Contact Centre, Customer Experience (CX) team, Office/Admin Support, Retail and Customer Service.
What’s our purpose?
We aim to empower businesses to deliver a customer experience that helps them to achieve their business objectives. For some businesses, that might mean delivering a world-class experience for every customer interaction, for some businesses, it might be trying to offer different service experiences based on segmentation and for others it might just trying to drive maximum efficiencies or migrate service to the lowest cost channels.
The reality is all businesses have different objectives when it comes to customer service/customer experience and our mission is to ensure your employees have the insights, support and knowledge to effectively and efficiently deliver your desired business outcomes.
Why launch a new industry association?
Managing customers for any business requires increasingly complex skills with a convergence of contact channels and technology evolving at a rapid pace.
Whilst there have been a number of associations over the years with a particular channel focus, there was no association in Australia to represent all customer touchpoints across voice, digital and in-person that is driving the cross-pollination of the various skills, experiences and passion for managing customers that collectively will help grow and strengthen our industry.
Traditionally there has also been an over-reliance on vendor-led content with endless webinars, white papers etc. designed to funnel everyone into a lead engine, rather than just to educate and actively advocate for our industry.
What are the origins of ACXPA?
The ACPXA brand might be new, but since 2011 we’ve produced hundreds of articles, an industry glossary, guides and more on the CX Central website which grew to be the go-to resource for contact centre and CX industry professionals in Australia with over 10,000 unique visitors every month enjoying the free content that was all produced to educate, not sell.
CX Central was largely a labour of love produced by a small team of volunteers and some generous sponsors who believed we could and should be doing more for our industry and given the limited resources, we are super proud of what we achieved.
ACXPA provides us with the framework to do even more.
What type of memberships does ACXPA offer?
We have memberships for individuals, businesses and vendors.
What’s the difference between Individual, Business and Vendor Memberships?
- Individual memberships are required to access all the premium resources on the ACXPA website, including our self-paced training courses, exclusive industry benchmarking data, Video Library of expert presentations and how-to guides, Australia’s leading Members Directory making it easy to connect and engage with our industry professionals, downloadable resources such as templates, guides and calculators and lots more.
- Business memberships are an economical way of purchasing multiple individual memberships for your employees and include an optional listing in our Australian Business Directory.
- Vendor memberships are for businesses that provide products or services to the industry, such as outsourcers/BPOs, consultants, technology providers, training providers, etc., and include a listing in our Supplier Directory.
Learn more about our various membership options, including the benefits of FAQs for each Membership type on the links below:
What’s the duration of memberships?
All our memberships are for 12 months from the date of payment.
What are the payment options?
You can pay instantly by credit card, or you can request an invoice for payment. Our standard payment terms are 14 days – if you need longer, please contact us.
- About ACXPA
-
When was ACXPA launched?
Our website first went live with a soft launch on International CX Day, 4th October 2022.
Who/What industries does ACXPA support?
We represent anyone working with customers via voice, digital or in-person whether they work in a Contact Centre, Customer Experience (CX) team, Office/Admin Support, Retail and Customer Service.
What’s our purpose?
We aim to empower businesses to deliver a customer experience that helps them to achieve their business objectives. For some businesses, that might mean delivering a world-class experience for every customer interaction, for some businesses, it might be trying to offer different service experiences based on segmentation and for others it might just trying to drive maximum efficiencies or migrate service to the lowest cost channels.
The reality is all businesses have different objectives when it comes to customer service/customer experience and our mission is to ensure your employees have the insights, support and knowledge to effectively and efficiently deliver your desired business outcomes.
Why launch a new industry association?
Managing customers for any business requires increasingly complex skills with a convergence of contact channels and technology evolving at a rapid pace.
Whilst there have been a number of associations over the years with a particular channel focus, there was no association in Australia to represent all customer touchpoints across voice, digital and in-person that is driving the cross-pollination of the various skills, experiences and passion for managing customers that collectively will help grow and strengthen our industry.
Traditionally there has also been an over-reliance on vendor-led content with endless webinars, white papers etc. designed to funnel everyone into a lead engine, rather than just to educate and actively advocate for our industry.
What are the origins of ACXPA?
The ACPXA brand might be new, but since 2011 we’ve produced hundreds of articles, an industry glossary, guides and more on the CX Central website which grew to be the go-to resource for contact centre and CX industry professionals in Australia with over 10,000 unique visitors every month enjoying the free content that was all produced to educate, not sell.
CX Central was largely a labour of love produced by a small team of volunteers and some generous sponsors who believed we could and should be doing more for our industry and given the limited resources, we are super proud of what we achieved.
ACXPA provides us with the framework to do even more.
- Memberships
-
What type of memberships does ACXPA offer?
We have memberships for individuals, businesses and vendors.
What’s the difference between Individual, Business and Vendor Memberships?
- Individual memberships are required to access all the premium resources on the ACXPA website, including our self-paced training courses, exclusive industry benchmarking data, Video Library of expert presentations and how-to guides, Australia’s leading Members Directory making it easy to connect and engage with our industry professionals, downloadable resources such as templates, guides and calculators and lots more.
- Business memberships are an economical way of purchasing multiple individual memberships for your employees and include an optional listing in our Australian Business Directory.
- Vendor memberships are for businesses that provide products or services to the industry, such as outsourcers/BPOs, consultants, technology providers, training providers, etc., and include a listing in our Supplier Directory.
Learn more about our various membership options, including the benefits of FAQs for each Membership type on the links below:
What’s the duration of memberships?
All our memberships are for 12 months from the date of payment.
What are the payment options?
You can pay instantly by credit card, or you can request an invoice for payment. Our standard payment terms are 14 days – if you need longer, please contact us.
, thanks for being a subscriber to the Australian Customer Experience Professionals Association (ACXPA).
We’ve provided a range of Frequently Asked Questions (FAQs) that we hope provide you with the answers you are looking for!
Of course, if they don’t, please reach out to us directly on +61 39492 2871 or send us your question on our Contact us page and we’ll be happy to assist.
Thanks for being a member of the Australian Customer Experience Professionals Association (ACXPA).
We’ve got a range of Frequently Asked Questions (FAQs) and support/how-to videos that will hopefully provide you with answers to your questions.
Of course, if they don’t, please reach out to us directly on +61 39492 2871 or send us your question on our Contact us page and we’ll be happy to assist.
Thanks for being a Business member of the Australian Customer Experience Professionals Association (ACXPA).
We’ve got a range of Frequently Asked Questions (FAQs) and support videos to assist you in getting the maximum value from your Business Membership.
Just click the button below.
Thanks for being a Vendor member of the Australian Customer Experience Professionals Association (ACXPA).
We’ve got a range of ‘How-To’ videos and an overview of all your included benefits on the Vendor Benefits page >
Below, we’ve also listed some frequently asked questions (FAQs) that we hope will provide you with the answers you are looking for!
Of course, if they don’t, we have a lot more information on the About ACPXA page or please reach out to us directly on +61 39492 2871 or send us your question on our Contact us page and we’ll be happy to assist.
Why do employees need an individual membership?
To access all of the premium resources, along with discounts to events, etc, each employee requires an ACXPA individual membership. You can allocate your memberships to an employee at any time, and each employee you nominate will receive their own login to the ACXPA website.
You will still hold the parent account and can add or remove access to your employees at any time via your own Memberships Dashboard.
How I can purchase additional Individual Memberships?
The easiest way to access more Individual Memberships to allocate to employees is by upgrading your vendor membership to a higher level.
The higher the membership level, the more individual memberships are included!
View your upgrade options >
Does everyone in my business need to have an individual membership?
No. The only people who need a membership are those who you think will benefit by having access to the ACXPA resources and community and who you’d like to receive a discount for when attending ACXPA events or training courses.
Our belief is that an ACXPA individual membership should have a level of prestige, not just be handed out to every employee in your business.
We’d rather memberships be allocated to employees who express an interest in furthering their development, who will make the most of the member benefits, and who will engage with the ACXPA community.
Sure, it might make our numbers look better if we just had memberships that covered all employees in your business, but we’d rather have fewer but more engaged members than thousands of members who do not participate.
Does the Vendor Membership automatically renew?
Yes, although the process in how it works depends on your initial payment.
- If you originally purchased the Vendor Membership via credit card, it will renew automatically on the anniversary date to the same credit card. We’ll send you a reminder 7 days prior to the renewal.
- If you originally purchased your Vendor Membership via an invoice, we’ll automatically send you a renewal invoice 30 days ahead of the renewal date.
If you don’t want to continue your Vendor Membership, you can cancel at any time.
What is the duration of an ACXPA Membership?
All our memberships are for 12 months. They are set to auto-renew each year; however, you can easily cancel from within your membership dashboard if required.
How do I access the discounts for training?
All employees that you allocated an Individual Membership to will receive 25% off all CX Skills courses.
When you find the event/course you want to purchase tickets for and click purchase, you can select any of your employees with an ACXPA membership, and the discount will be automatically applied.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
How do I access the discounts for ACXPA Events?
All employees that you allocated an Individual Membership to will receive 50% off all CX Skills courses.
When you find the event/course you want to purchase tickets for and click purchase, you can select any of your employees with an ACXPA membership, and the discount will be automatically applied.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
How do you allocate memberships to employees?
The person who purchases the Vendor membership will have access to a Memberships Dashboard where you can easily nominate and send invites to your nominated employees.
You enter their details (name and email address), and we then automatically send them an invitation to join.
Click here to watch the process >
How do my employees activate their allocated membership?
We’ve made it really easy for employees who have been allocated a membership to activate their membership. All they need to do is add their job title, phone number and password.
You can watch an example here >
Do you have to allocate all the individual memberships at once?
No! You are free to allocate memberships to employees at any time and they can all be managed from your Memberships Dashboard.
What happens if an employee leaves?
You can also cancel allocated memberships (in case someone leaves) at any time and reallocate the individual membership to another employee.
If I purchase the Vendor Membership myself, do I also receive an individual membership?
You have complete control over who receives the ACXPA individual memberships in your business, even for yourself!
Some people purchasing a Vendor membership may only want to allocate and manage the membership allocations but don’t want to personally engage with the ACXPA Community (i.e., someone in finance, HR, executive assistance, etc.).
For others, i.e. a Call Centre Manager or Team Leader who is purchasing a Vendor membership, they will want a membership for themself and be in charge of allocating and managing all the memberships for their employees.
If you do want to allocate yourself an individual membership, there is a simple process to enable the allocation, and then you can easily switch between your individual and Vendor memberships at any time as needed.
Watch this video to see the process >
Can I purchase more individual memberships?
Yes! You can easily upgrade to a higher Vendor membership level to provide additional individual memberships.
If one of our set membership levels doesn’t suit you, please get in touch with us, and we can work out a customised plan for you.
How do I access the discounts for training?
If you are logged into your Vendor account (like you are now), when you search courses on the CX Skills website, when you select a course and go to the checkout page, you’ll be able to select all your employees with an active ACXPA Individual Membership and the discount will be automatically applied!
Employees are also able to purchase a course individually if they are logged in to their Individual Membership and the discount will also be automatically applied for them.
The only difference is your employees will only be able to select themself, you’ll be able to see and select all employees.
How much is the discount?
All employees for whom you have allocated an Individual Membership will receive 25% off all public CX Skills courses.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
What are the self-paced training courses?
We’ve made 20 courses available for all ACXPA Individual Members to complete. On achieving 100% in the associated exam, they will be able to instantly download a certificate.
You’ll find all the available training courses on this link >
How many times can my employees take the test?
ACXPA members are able to take the test as many times as they like.
Are there more self-paced training courses available?
Yes! We have selected 20 of the over 300 courses available to ACXPA Members that are included as part of every individual membership.
You can gain access to the entire library of self-paced training courses for a low cost per person per year via a fully functional Learning Management System (LMS) that enables you to allocate courses to employees, track progress, create course pathways, issue certificates and lots more.
What discount do I get on training courses?
ACXPA Members receive a 25% discount off all public training courses available on the CX Skills website.
Is private training an option?
Yes, talk to us! Typically, we need a minimum of five people to conduct a private training course.
Will there be more/different self-paced courses available?
At this stage, we have no plans to include more than 20 courses, however we may change the courses from time to time. You can still purchase access to the entire course library of over 300 courses at any time.
How do I access the discounts for ACXPA Events?
If you are logged into your vendor account (as you are now), simply navigate to the event you’d like to purchase tickets for.
On checkout, you’ll be able to select and pay for any of your employees who have an allocated Individual Membership.
Your employees will also be able to purchase a ticket for themself with the included discount as long as they are logged into their Individual Membership.
How much is the ACXPA Events discount?
All employees with an Individual Membership will receive 50% off all ACXPA Events.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
- Vendor Memberships
-
Why do employees need an individual membership?
To access all of the premium resources, along with discounts to events, etc, each employee requires an ACXPA individual membership. You can allocate your memberships to an employee at any time, and each employee you nominate will receive their own login to the ACXPA website.
You will still hold the parent account and can add or remove access to your employees at any time via your own Memberships Dashboard.
How I can purchase additional Individual Memberships?
The easiest way to access more Individual Memberships to allocate to employees is by upgrading your vendor membership to a higher level.
The higher the membership level, the more individual memberships are included!
View your upgrade options >
Does everyone in my business need to have an individual membership?
No. The only people who need a membership are those who you think will benefit by having access to the ACXPA resources and community and who you’d like to receive a discount for when attending ACXPA events or training courses.
Our belief is that an ACXPA individual membership should have a level of prestige, not just be handed out to every employee in your business.
We’d rather memberships be allocated to employees who express an interest in furthering their development, who will make the most of the member benefits, and who will engage with the ACXPA community.
Sure, it might make our numbers look better if we just had memberships that covered all employees in your business, but we’d rather have fewer but more engaged members than thousands of members who do not participate.
Does the Vendor Membership automatically renew?
Yes, although the process in how it works depends on your initial payment.
- If you originally purchased the Vendor Membership via credit card, it will renew automatically on the anniversary date to the same credit card. We’ll send you a reminder 7 days prior to the renewal.
- If you originally purchased your Vendor Membership via an invoice, we’ll automatically send you a renewal invoice 30 days ahead of the renewal date.
If you don’t want to continue your Vendor Membership, you can cancel at any time.
What is the duration of an ACXPA Membership?
All our memberships are for 12 months. They are set to auto-renew each year; however, you can easily cancel from within your membership dashboard if required.
How do I access the discounts for training?
All employees that you allocated an Individual Membership to will receive 25% off all CX Skills courses.
When you find the event/course you want to purchase tickets for and click purchase, you can select any of your employees with an ACXPA membership, and the discount will be automatically applied.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
How do I access the discounts for ACXPA Events?
All employees that you allocated an Individual Membership to will receive 50% off all CX Skills courses.
When you find the event/course you want to purchase tickets for and click purchase, you can select any of your employees with an ACXPA membership, and the discount will be automatically applied.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
- Alllocating Memberships
-
How do you allocate memberships to employees?
The person who purchases the Vendor membership will have access to a Memberships Dashboard where you can easily nominate and send invites to your nominated employees.
You enter their details (name and email address), and we then automatically send them an invitation to join.
Click here to watch the process >
How do my employees activate their allocated membership?
We’ve made it really easy for employees who have been allocated a membership to activate their membership. All they need to do is add their job title, phone number and password.
You can watch an example here >
Do you have to allocate all the individual memberships at once?
No! You are free to allocate memberships to employees at any time and they can all be managed from your Memberships Dashboard.
What happens if an employee leaves?
You can also cancel allocated memberships (in case someone leaves) at any time and reallocate the individual membership to another employee.
If I purchase the Vendor Membership myself, do I also receive an individual membership?
You have complete control over who receives the ACXPA individual memberships in your business, even for yourself!
Some people purchasing a Vendor membership may only want to allocate and manage the membership allocations but don’t want to personally engage with the ACXPA Community (i.e., someone in finance, HR, executive assistance, etc.).
For others, i.e. a Call Centre Manager or Team Leader who is purchasing a Vendor membership, they will want a membership for themself and be in charge of allocating and managing all the memberships for their employees.
If you do want to allocate yourself an individual membership, there is a simple process to enable the allocation, and then you can easily switch between your individual and Vendor memberships at any time as needed.
Watch this video to see the process >
Can I purchase more individual memberships?
Yes! You can easily upgrade to a higher Vendor membership level to provide additional individual memberships.
If one of our set membership levels doesn’t suit you, please get in touch with us, and we can work out a customised plan for you.
- Supplier Directory
-
- Training
-
How do I access the discounts for training?
If you are logged into your Vendor account (like you are now), when you search courses on the CX Skills website, when you select a course and go to the checkout page, you’ll be able to select all your employees with an active ACXPA Individual Membership and the discount will be automatically applied!
Employees are also able to purchase a course individually if they are logged in to their Individual Membership and the discount will also be automatically applied for them.
The only difference is your employees will only be able to select themself, you’ll be able to see and select all employees.
How much is the discount?
All employees for whom you have allocated an Individual Membership will receive 25% off all public CX Skills courses.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
What are the self-paced training courses?
We’ve made 20 courses available for all ACXPA Individual Members to complete. On achieving 100% in the associated exam, they will be able to instantly download a certificate.
You’ll find all the available training courses on this link >
How many times can my employees take the test?
ACXPA members are able to take the test as many times as they like.
Are there more self-paced training courses available?
Yes! We have selected 20 of the over 300 courses available to ACXPA Members that are included as part of every individual membership.
You can gain access to the entire library of self-paced training courses for a low cost per person per year via a fully functional Learning Management System (LMS) that enables you to allocate courses to employees, track progress, create course pathways, issue certificates and lots more.
What discount do I get on training courses?
ACXPA Members receive a 25% discount off all public training courses available on the CX Skills website.
Is private training an option?
Yes, talk to us! Typically, we need a minimum of five people to conduct a private training course.
Will there be more/different self-paced courses available?
At this stage, we have no plans to include more than 20 courses, however we may change the courses from time to time. You can still purchase access to the entire course library of over 300 courses at any time.
- Events
-
How do I access the discounts for ACXPA Events?
If you are logged into your vendor account (as you are now), simply navigate to the event you’d like to purchase tickets for.
On checkout, you’ll be able to select and pay for any of your employees who have an allocated Individual Membership.
Your employees will also be able to purchase a ticket for themself with the included discount as long as they are logged into their Individual Membership.
How much is the ACXPA Events discount?
All employees with an Individual Membership will receive 50% off all ACXPA Events.
If you’d like to send employees who don’t have an ACXPA membership allocated to them, you can still do so; however, those employees will be charged at the normal (non-member) rate.
