Get Your Call Centre CX Score
Independent benchmarking built on real customer interactions.
Measure what matters: soft skills, accessibility, and agent performance – all compared against the nationally recognised CX Standards.
Our Call Centre CX Score is built on the ACXPA Contact Centre CX Standards – a universal framework grounded in what customers actually experience, not just what’s happening behind the scenes.
These standards apply across every industry, because great customer experiences are built on the same foundations: clear communication, genuine connection, fast access to the right person, and a confident next step – especially in sales and enquiry calls where first impressions matter most.
With ACXPA, your team can benchmark performance against national standards and improve with real, actionable insights. No consulting project required – just the insights you need, delivered monthly.
Inclusion in the Australian Call Centre Rankings is a powerful way to recognise your team, build stakeholder confidence, and show customers you’re the real deal. Rankings are based purely on real-world performance – no submissions, no spin. Results are published monthly for members and shared quarterly with the public.
Three Ways to Get Your Call Centre Ranking
All options assess live customer interactions using ACXPA’s nationally recognised CX Standards. The difference is how far you want to go beyond your own score.
| Key Difference | Call Centre Snapshot | CX Benchmarking PLUS | Private Benchmarking |
|---|---|---|---|
| What you get | Your score only A clear, independent view of your call centre’s CX performance and where you sit in the national rankings. | Your score + chosen peers Your results compared directly against nominated competitors or comparable organisations. | Your score + tailored checks A private benchmarking program aligned to your internal priorities, risks, and compliance needs. |
| Ideal for | Tracking performance and gaining public recognition | Understanding competitive position and gaps | Internal optimisation and targeted assurance |
| Mystery shopping | ✔ | ✔ | ✔ |
| Number of metrics | 23 | 80+ | 80+ |
| Public rankings visibility | ✔ | Optional | Optional |
| Peer / competitor comparison | ✖ | ✔ | ✖ |
| Custom focus areas | ✖ | ✖ | ✔ |
| Optional results workshops | ✖ | ✔ | ✔ |
| Minimum commitment | Monthly (cancel anytime) | 3 months | 3 months |
| Starting from (ex GST) | $397 | $750 | $943 |
| Learn more | Learn more | Learn more |
Trial Contact Centre CX Benchmarking PLUS — and find out how you really compare
A fast, high-impact benchmarking engagement that gives you a credible CX baseline, a clear comparison against five nominated peers, and a results workshop your leadership team can act on.
Already an ACXPA Business Member? You’re eligible for the $497 trial rate. Not yet a member? You can still explore the trial options first — or upgrade to Business Membership.
What you get in the Intro Trial
- A private benchmarking report based on real customer interactions (mystery shopping)
- Your CX score across 40+ metrics — including Accessibility, Agent Mastery and more
- Comparison against five nominated peers (competitors, peer organisations, or internal equivalents)
- A 1-hour results workshop to translate findings into practical improvement priorities
Why teams start with the trial
Discover what customers actually experience — without internal bias.
Get independent evidence of strengths worth doubling down on.
Leave with a clear, standards-led action plan — not just a score.
A practical “first look” at the approach and outputs — enough to confirm fit without overcommitting.
Start the Intro Trial
Choose your sector, confirm your nominated peers, and we’ll handle the rest.
Not Sure Which Option Is Right?
Whether you're just starting your benchmarking journey or comparing options, we're here to help. Fill in your details and we’ll guide you to the best-fit solution for your call centre.
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Prefer to talk to someone? Call us on +61 39492 2871 or book a free discovery session with one of our benchmarking experts.
