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Home CX & Contact Centre Industry Glossary Service Blueprint

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Service Blueprint

A service blueprint is a diagram that displays the entire process of service delivery, by listing all the activities that happen at each stage, performed by the different roles involved.

We’ll provide some additional insights and tips soon but for now, you can listen to the Podcast! https://acxpa.com.au/what-is-a-service-blueprint/

Search more Glossary Terms >

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Overall Call Centre Rankings
Leaders by Sector - Q2 2024
1. TPG Internet (Internet Retailers)83.3%
2. Holmesglen TAFE (TAFE/Education)75.0%
3. Red Energy (Energy Retailers)70.1%
4. Frankston City Council (Councils)68.0%
5. NAB (Banks)56.8%
6. YOUI (Car Insurance)56.1%
Industry AVE53.1%

View the latest results >

ACXPA SUPPLIER DIRECTORY green
Most Accessible Call Centre
Leaders by Sector - Q2 2024
1. iiNET (Internet Retailers)95.1%
2. TasTAFE (TAFE/Education)94.1%
3. Red Energy (Energy Retailers)91.4%
4. Frankston City Council (Councils)90.6%
5. YOUI (Car Insurance)75.9%
6. NAB (Banks)67.1%
Industry AVE65.1%

View the latest results >

Latest Articles

Best Customer Service
Leaders by Sector - Q2 2024
1. ANZ (Banks)83.5%
2. TPG Internet (Internet Retailers)80.4%
3. Holmesglen TAFE (TAFE/Education)70.0%
4. Energy Australia (Energy Retailers)66.6%
5. Stirling Council (Councils)61.5%
6. AAMI (Car Insurance)52.9%
Industry AVE53.3%

View the latest results >

Latest Podcast

  • What is CX Maturity?

    What is CX Maturity?

    Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).Listen now »

Latest Glossary Terms

  • Overflow Calls

    Overflow Calls

    Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »
  • Employee Pulse Checks

    Employee Pulse Checks

    Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
Average Wait Time
Leaders by Sector - Q2 2024
1. Dodo Internet (Internet Retailers)00:04
2. ENGIE (Energy Retailers)00:13
3. Launceston Council (Councils)00:28
4. Holmesglen TAFE (TAFE/Education)00:28
5. Allianz (Car Insurance)01:43
6. NAB (Banks)01:55
Industry AVE02:07

View the latest results >

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