Learn more about our Featured Member, Aurelius Bastian from Seek.
ACXPA Featured Members
To help you get to know some of our members and the amazing work that they do, we like to highlight selected members as a ‘Featured Member’ that enables you to learn more about what they do, their challenges, the likes/dislikes and more!
Simply click on the Featured Member Profile below to learn more about them.
Learn more about our Featured Member, Glendon Jackson Evarts from Cloudwave.
🏆 Overall CX Leaderboard
Best Call Centres in Australia - Q1 2025
Industry AVE54.6%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
📞 Accessibility Leaderboard
Best Call Centres in Australia - Q1 2025
Industry AVE67.4%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Articles
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.Read article »
❤️ Agent Mastery Leaderboard
Leaders by Sector - Q1 2025
Industry AVE52.1%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Glossary Terms
Agentic AI
If you want to share and earn points please login firstRead More »Customer Lifespan
Customer Lifespan refers to the average duration of time a customer engages with a business before they stop using its products or services.Read More »
Upcoming Courses & Events
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June 2025 Customer Service Phone Essentials
The June 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
June 2025 Customer Service Phone Professionals
Equip your employees with superior phone customer service skills in the June 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated...View event > -
June 2025 Inbound Phone Sales Essentials
The June 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
June 2025 WFM for Contact Centre Team Leaders
Designed for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day June 2025 WFM for Contact Centre Team Leaders training...View event > -
June 2025 Customer Service Foundations
The June 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event >