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ACXPA is an independent, practitioner-led organisation helping raise the standard of customer service and experience worldwide.
Founded in Australia. Built by practitioners. Focused on what works in the real world.
Australian Call Centre Industry Rankings Q2 2026
Coming Soon! Australia’s leading contact centres for Q2 2026, plus trends in customer service performance, call answering rates, and wait times.
Aged Care Providers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Aged Care Providers includes average wait times, quality of service, call answer percentage and more.
Australian Education Providers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
Australian Banks Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Banks will be published in late July, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Car Insurance Providers Q2 2026
Coming Soon! View the Q2 2026 Australian Call Centre Rankings for Car Insurance Providers, including call centre wait times, customer experience rankings, access rankings and more.
Car Insurance Providers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Car Insurance Providers will be published in late July, including average wait times, quality of customer service, call answer percentages.
Internet Retailers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for ISPs will be published late July, revealing contact centre performance including average wait times, customer service quality, call answer percentage and lots more!
Australian Councils Q2 2026
Coming Soon! View the Q2 2026 Australian Council’s Call Centre Rankings with average wait times, customer service quality, answer percentage and more. (Published late July 2026)
Energy Retailers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Energy Retails will be released late July 2026.
Customer Service Best Practices for Medical & Health Practices
Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.
Australian Call Centre Industry Rankings Q1 2026
Current Report! Australia’s leading contact centres for Q1 2026, plus trends in customer service performance, call answering rates, and wait times.
Aged Care Providers Q1 2026
Coming Soon! The Q1 2026 Australian Call Centre Rankings for Aged Care Providers includes average wait times, customer service rankings, call answer percentage and more.
Australian Education Providers Q1 2026
Current Report! The Q1 2026 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
Car Insurance Providers Q1 2026
Current Report! View the Australian Call Centre Rankings for Car Insurance providers with over 60 metrics including average wait times, quality of service, call answer percentage and more.
Internet Retailers Q1 2026
Current Report! The Q1 2026 Australian Call Centre Rankings for ISPs reveals contact centre performance including average wait times, customer service quality, call answer percentage and more.
Australian Banks Q1 2026
Current Report! View the Q1 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Energy Retailers Q1 2026
Current Report! We reveal the leading energy retailers for Q1 2026 including average wait times, customer service quality, call answer percentage and lots more!
Australian Councils Q1 2026
Current Report! View the Australian Call Centre Rankings for Councils Q1 2026 report, revealng insights from over 60 metrics including average wait times, customer service quality, call answer percentage and more.
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.
Q4 2024 BANKING CALL CENTRE RANKINGS
Our Press Release for the Q4 2024 Call Centre Rankings for Australian Banks reveals key insights into the customer experience for new home loan and credit card enquiries.
Australian Phonetic Alphabet
Australia uses the NATO Phonetic Alphabet, but here’s a funny Aussie version with words like Arvo, Bogan & Quokka. Download it for a laugh!
CX Fundamentals Quiz 3
How well do you know CX? Take the CX Fundamentals Quiz 3 to find out – containing 10 customer experience based questions!
CX Fundamentals Quiz 2
How well do you know CX? Take the CX Fundamentals Quiz 2 to find out – containing 10 customer experience based questions!
CX Professionals Quiz 3
How well do you know CX? Take the CX Professionals Quiz 3 to find out – containing 10 customer experience based questions!
CX Professionals Quiz 2
How well do you know CX? Take the CX Professionals Quiz 2 to find out – containing 10 customer experience based questions!
CX Professionals Quiz 1
How well do you know CX? Take the CX Professionals Quiz 1 to find out – containing 10 customer experience based questions!
Australian Call Centre Industry Rankings Q2 2024
Subscribers & Members Only! View the Q2 2024 Australian Call Centre Industry Rankings Reporting revealing insights into the top call centre performers in the country assessed against the Australian Contact Centre CX Standards.
Customer Service Keywords for Resumes
Land an interview with our customer service keywords for resumes that will appeal to human recruiters and get you past the AI checks.
Customer Service Skills
We reveal what are considered customer service skills along with some tips to help people improve their skills to obtain and retain employment.
2024 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
How Data is Driving CX at Aesop
In this episode, we talk to Amish Goel, Global Head of Digital Insights & Data Privacy from AESOP who shares some great insights into how data insights are being used to drive the Customer Experience across the brand.
How Tennis Australia is using CX to create memorable customer experiences
In this episode, we were thrilled to be joined by Karen ‘KC’ Clydesdale, Head of CX & Customer Relations for Tennis Australia who shares some great insights into how Tennis Australia is using Human-Centered Design, data, personalisation, technology, and segmentation are used to create memorable customer experiences.
From the Kitchen to the Contact Centre
We met Aurelius Bastian, former chef and now the Customer Service Team Leader at Seek to learn about his facinating journey.
Australian Call Centre Industry Rankings October 2023
View the results of the October 2023 Australian Call Centre Rankings assessing six different industry sectors.
Expert Tips on How to Handle Overflow Calls in the Call Centre
Handling overflow calls in a call centre environment can be tricky, so we reveal best practice industry tips on how to manage them for your business.
Launch of the ACXPA Call Centre Rankings Report
Hear directly from the new General Manager of Quality Insights, Simon Blair, about the launch of the ACXPA Call Centre Rankings Report.
Australian Call Centre Rankings September 2023
View the results of the September 2023 Australian Call Centre Rankings assessing five different industry sectors.
16 Customer Service Phrases for Angry Customers
If you’ve got an angry customer on the phone, we’ve got 16 Customer Service Phrases for Angry Customers that can apply in multiple situations!
Australian Call Centre Rankings August 2023
View the results of the August 2023 Australian Call Centre Rankings National Results assessing five different industry sectors.
Halloween Ideas for Work
Inject a bit of fun and spookiness into your office with these great Halloween ideas for work including amazing food themes, costumes and more!
Cost to replace a contact centre agent
The true cost to replace a contact centre agent in Australia, tips on how to reduce it and a calculator you can download to work out your own cost.
Launch of the Australian Call Centres Ranking Report
The Australian Customer Experience Professionals Association (ACXPA) has launched a new industry report that sheds light on the experience consumers are receiving when trying to ring a contact centre in Australia.
ACXPA Launches Quality Insights Service
ACXPA has announced the appointment of Simon Blair as the General Manager – Quality Insights, as part of their move into providing Mystery Shopping and Customer Service Benchmarking solutions.
Customer Experience Statistics to Use at Work
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
Understanding Erlang C for Call Centre Managers
Everything you need to know about Erlang C wrapped up with some great stories, insights and laughs for anyone working in contact centres.
Launch of the Australian Customer Experience Professionals Association
Executives from big Australian brands support the launch of the Australian Customer Experience Professionals Association (ACXPA), an industry association aimed at reversing Australia’s poor customer experiences, addressing high industry turnover and improving employee wellbeing
12 Key Ingredients of Employee Engagement
Special guest Luke Jamieson reveals his 12 Key Ingredients of Employee Engagement in a contact centre – a great checklist for any manager!
Ideas to enhance employee engagement in a contact centre
Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won’t cost you a fortune!
How to create a seamless digital experience across touchpoints
How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.
Glendon Jackson Evarts
Learn more about our Featured Member, Glendon Jackson Evarts from Cloudwave.
10 Things only real call centre employees would understand
Call Centres can be a weird and wonderful place to work and only real call centre employees would understand these 10 common things that happen.
2023 Australian Contact Centre industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2023 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
Tips to implementing Gamification into a contact centre
Gamification expert Luke Jamieson shares some great insights and tips if you are considering implementing Gamification into your contact centre.
10 signs you’ve been working in a call centre too long
Countdown the telltale signs you’ve been working in a call centre too long — from disconnect button fantasies to system outage dreams.
Australian Contact Centre Industry Information
Learn more about the Australian Contact Centre industry, including FAQs, benchmarking data, common myths and access to the industry’s leading resources.
The Future of Customer Service
In this episode of the CX Matters Podcast, host Justin Tippett speaks with Jaquie Scammell, Australia’s leading Customer Service expert to discuss the future of customer service and how you can prepare.
Career Insights featuring Jaquie Scammell
In this CX Matters Podcast, we get a fascinating insight into the career of Jaquie Scammell, Australia’s leading Customer Service expert.
2022 Australian Contact Centres Best Practice report
View key stats, KPIs, benchmarking data and more in the free 2022 Australian Contact Centres Best Practice report – the largest in Australia.
How to Manage Angry Customers
Learn how to manage angry customers with the HEAT acronym for customer service: Hear, Empathise, Apologise, Take Action.
Why launch ACXPA and why now?
Learn more about the ‘why’ behind the launch of the Australian Customer Experience Professionals Association (ACXPA) directly from the Chief Executive Officer, Justin Tippett.
Empathy Statements for Customer Service
Empathy statements are words or phrases that show a customer you understand and care about how they feel — the foundation of de-escalation.
Tax Deductions for Contact Centre Workers
Free guide on what you can (and can’t!) claim as Tax Deductions for Contact Centre Workers.
Active Listening Skills for Call Centres
Active listening skills are the practised discipline of concentrating on, understanding, and responding to a customer so they feel heard.
2026 Australian Call Centre Salaries
Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.
6 Tips for Handling Customer Complaints
If you have to deal with customers, these tips for handling customer complaints will ensure you’re prepared when someone gets angry or upset.
Phonetic Alphabet Free Download
View, listen to or download the phonetic alphabet used in call centres or customer service including a PDF desktop guide to stick on your desk/monitor.
Voice of the Customer Quiz 1
Test your Customer Experience (CX) knowledge with the 10 questions Voice of the Customer Quiz based on the global CXPA framework.
Contact Centre Management Fundamentals Quiz 1
How well do you know contact centres? Take the Call Centre Management Fundamentals Quiz and find out how you compare to others!
CX Fundamentals Quiz 1
How well do you know CX? Take the CX Fundamentals Quiz 1 to find out – containing 10 customer experience based questions!
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