Our History

At the time, there was literally nothing being done to actively promote our industry and some of the incredible opportunities it provided.

Ac3TV featured a range of videos, designed to provide some insights (and entertainment!) across two key streams, one for operational employees and one for executives.  Some of the videos haven’t aged well but the heart and passion was in the right place!

There was an increasing need from people wanting to learn more about contact centres from industry experts, not vendors, so the ‘Contact Centre Central’ website was launched with a focus on interviews, articles, industry glossary and a business directory.

The only content that ever seemed to be produced was typically aimed at decision-makers with the hope that it would correlate to business opportunities.

But no one seemed to care about the frontline employees. So in 2016, the Facebook page Call Centre Legends was launched to provide frontline employees with a chance to have a laugh, learn more about our industry and help them feel like they were part of a larger community.

Thousands of memes later, it’s now followed by over 22k people!

As interest in CX (Customer Experience) continued to rise, we transitioned to our new brand CX Central as our focus shifted beyond primarily the contact centre channel to ensure we provided support and resources for those starting to work in CX roles.  At the same time, to better handle the increasing website traffic, we launched the new CX Central website.

While we had been running a business directory for suppliers on our website for many years, to enable greater functionality, a new website was commissioned to make it even easier for customers to connect to suppliers.

The directory is still operational today and has been officially rebranded to the ACXPA Supplier Directory.  It’s completely free to use and contains categories and search tags/filters to make it easy to find suppliers such as call centre outsourcers, technology suppliers and more.

After years of planning and over 12 months of building the new website, in October 2022, we had a soft launch of the ACXPA website as we continued to add content and features to ensure we delivered a world-class experience for our members.

As anyone who runs a website would know, the work is never finished, but we’re really proud of the site we’ve built that offers a range of features and benefits for both visitors and members alike.

As well as running a number of national online events such as our Members Symposiums, we are also intent on delivering a range of local events with support from our State Advisory Boards.

We held our first ACXPA Victoria event, a Call Centre Recruitment and Employee Engagement Symposium and site tour of the Red Energy Contact Centre in Melbourne on the 9th Feb 2023.

We held our first local event in South Australia, a networking event to coincide with the local launch of ACXPA, providing attendees with a chance to learn more about ACXPA and meet with other industry professionals.

Designed to provide a welcoming environment for industry professionals to share insights, provide support etc with others in similar roles free from any vendor sales pitches or sponsored content. We have fortnightly roundtables for CX Practitioners and Contact Centre Managers and there is no cost to join (you just need to be a subscriber).

For contact centres looking to gain valuable, independent insights into how they can improve their contact centres, we’ve launched our Call Centre Rankings Report aligned to the Australian Contact Centre Quality Standards.

For a fixed price each month, contact centres will receive independent insights from 48 different metrics on the quality of their contact centre, plus, five of their nominated competitors they’d like to benchmark themselves against. Learn more >

Each month, we will be publishing Call Centre Rankings for a range of industry sectors.  View the latest industry data >

Designed for call centres that would like to outsource some or all of their call quality assessments to a third party to gain an unbiased and objective evaluation of the performance of their contact centre employees.

Calls are assessed against the Australian Call Centre Quality Standards and can also be assessed against compliance metrics that are specific to your business.

Learn more >

We held our first local event in Queensland, a networking event featuring two industry expert speakers and a chance for local contact centre and customer experience professionals to connect in a great setting on the Brisbane River.

We’re thrilled to appoint our first chair of ACXPA NSW, Melinda King, and look forward to bringing our NSW members local networking events in the near future – stay tuned!

Continuing our investment in helping progress our industry through knowledge, we’ve introduced 15 self-paced training courses and 5 micro-learning skills videos that include workbooks, action plans, online assessments and digital certificates that are now included in ALL Individual Memberships.

In addition, we’ve also introduced a full Learning Management System platform that provides access to over 300 videos, defined course pathways for a range of different roles, certifications and more for a low monthly fee per employee. Learn more >