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Sean McGinn has over 25 years of experience in contact centres and operations, he has been a General Manager at companies like General Electric and ME Bank and is now a Director at Callo CX, a CX design agency helping organisations become more customer-centric.
2026 Australian Contact Centre Best Practice Report
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.
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
33 customer service best practices for medical practices, covering the phone, reception, delays, complaints and what leading practices do differently.
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.
Australian Education Providers Q4 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Internet Retailers Q4 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
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How to switch:
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Energy Retailers Q4 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
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👤 Switch to Individual Membership
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Australian Councils Q4 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
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| Upgrade Your Membership → |
| See What You'll Unlock → |
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Car Insurance Providers Q4 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
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How to switch:
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👤 Switch to Individual Membership
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How to switch:
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Aged Care Providers Q4 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Australian Banks Q4 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Internet Retailers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Australian Education Providers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Energy Retailers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Australian Councils Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Car Insurance Providers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Australian Banks Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Aged Care Providers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Internet Retailers Q2 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Australian Education Providers Q2 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Australian Councils Q2 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
Quick Access to Key Resources:
| View Membership Options → |
| Get Free Subscriber Access → |
⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
You're logged in as a Business Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Business Support & FAQs → |
👤 Switch to Individual Membership
You're logged in as a Vendor Member. This content is available under Individual Membership.
How to switch:
Use Switch Account in the grey menu bar at the top of the page to access your Individual Membership.
| Vendor Support & FAQs → |
Car Insurance Providers Q2 2025
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Australian Banks Q2 2025
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Energy Retailers Q2 2025
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Aged Care Providers Q2 2025
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Aged Care Providers Q1 2025
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Australian Education Providers Q1 2025
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Car Insurance Providers Q1 2025
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Internet Retailers Q1 2025
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Australian Councils Q1 2025
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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.
Energy Retailers Q1 2025
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Internet Retailers Q4 2024
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Energy Retailers Q4 2024
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⬆️ Individual Membership required
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Australian Education Providers Q4 2024
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Australian Councils Q4 2024
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Car Insurance Providers Q4 2024
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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!
Australian Banks Q1 2025
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Australian Banks Q4 2024
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Australian Education Providers Q3 2024
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Internet Retailers Q3 2024
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Car Insurance Providers Q3 2024
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Energy Retailers Q3 2024
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Australian Councils Q3 2024
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Australian Banks Q3 2024
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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.
Australian Education Providers Q2 2024
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Internet Retailers Q2 2024
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Energy Retailers Q2 2024
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Australian Councils Q2 2024
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Car Insurance Providers Q2 2024
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Australian Banks Q2 2024
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Customer Service Keywords for Resumes
The customer service keywords that get your resume past the ATS and in front of recruiters — grouped by category, plus how to use them without overstuffing.
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.
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.
Australian Education Providers Q1 2024
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Internet Retailers Q1 2024
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Energy Retailers Q1 2024
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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.
Australian Councils Q1 2024
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Q1 2024 Car Insurance
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Australian Banks Q1 2024
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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.
How to Handle Overflow Calls in the Call Centre
Overflow calls are calls a call centre’s primary team can’t answer in time, routed elsewhere — to another team, a callback, an outsourcer or AI.
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
16 field-tested phrases for angry customers, across the 8 situations you’re most likely to face — from “speak to the manager” to delivering bad news.
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
Real Halloween photos from workplaces — costumes, decorations and food — plus how to plan a day people actually want to take part in.
Cost to replace a contact centre agent
Replacing a contact centre agent typically costs around 30% of their annual salary — roughly $19,000–$20,000 for a frontline agent, and more for longer inductions. How to calculate your true cost across recruitment, training and lost productivity, and how to reduce it.
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 You Can Actually Cite
Customer experience statistics — every one dated and linked to the organisation that ran the research. Filterable by topic and region, with the most-recycled unsourced stats called out and removed.
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!
7 Hilarious signs you really work in a call centre
The fake laugh, the eleven-second break, and the gesture at the ceiling after the call ends. Seven signs you really work in a call centre.
Ideas to enhance employee engagement in a contact centre
What actually drives contact centre engagement in 2026 — and 10 practical, low-cost ideas to boost it, from awards nights and trivia to learning circles, gamification and getting offsite.
How to create a seamless digital experience across touchpoints
A seamless digital experience means customers move across touchpoints without friction or repetition. Six practical ways to design one.
Glendon Jackson Evarts
Learn more about our Featured Member, Glendon Jackson Evarts from Cloudwave.
10 Things Only Real Call Centre Employees Understand
A fun countdown of the 10 things only real call centre employees would understand — slow logins, thermostat wars, multitasking on steroids.
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.
What is Gamification?
In this episode of the CX Matters Podcast host, Justin Tippett interviews local Australian expert on all things Gamification in the workplace, Luke Jamieson.
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.
Call Centre Recruitment: How to Hire, Onboard & Keep Staff
Hiring volumes have more than halved, and too many applications is now a bigger problem than too few. A practical guide to call centre recruitment, onboarding and retention — grounded in the latest Australian industry data.
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.
How to enable Psychological safety in the Workplace
Google found it the strongest predictor of team performance. Australian law now requires you to manage it. Here’s how to actually build it.
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
The 2022 Australian Contact Centres Best Practice Report: remote work, attrition, engagement, technology, AI, offshoring, recruitment and salaries.
Dealing with anger and abuse in customer service today
Bruises and black eyes? Have the stakes been raised in dealing with anger and abuse in customer service today? Why stress is causing issues for us all.
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
Tax time again — here’s what contact centre workers can and can’t claim, based on the ATO’s official call centre guidance. Working from home, car, uniforms, self-education, donations, and the records you need.
Active Listening Skills for Call Centres
Active listening skills are the foundation of great service. The five levels, the H.E.A.R.D. framework, techniques that work, and the Mehrabian myth debunked.
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
Handling customer complaints isn’t a contact centre problem — it’s a business one. A simple 6-step frontline flow (listen, empathise, thank, solve, deliver, follow up) that works on any channel, plus the system behind it.
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!
2019 Australian Contact Centre Best Practice Report
Key findings from the first Australian Contact Centre Best Practice Report (2019): salaries, attrition, performance and the best-practice standard.






















































































































































