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Benchmarking data, research and analysis for CX and contact centre professionals — the real numbers behind how the Australian industry performs across voice, digital and in-person channels.
At the centre of it is the Australian Call Centre Rankings — our own benchmark of real customer interactions against the national CX Standards. See the live leaderboard below, alongside salaries, hold times and industry data.
Benchmarking data, research and analysis on the Australian CX and contact centre industry — scroll down for the latest.
Browse InsightsCurrent salary benchmarks across contact centre roles in Australia — what the market is really paying.
View the DataOur analysis of hold times across Australian call centres — who's keeping customers waiting, and how long.
Read the AnalysisAn overview of the Australian contact centre industry — size, structure and how it's changing.
Read the OverviewWhat to know about outsourcing to an Australian contact centre — the trade-offs and how to choose well.
Read the GuideEvery metric and benchmark term behind the data, explained in plain English.
Search the GlossaryACXPA exists to give the business community and our members the industry insights, information and data to improve customer experiences delivered through voice, digital and in-person channels — real numbers and benchmarking, not vendor spin. The Australian Call Centre Rankings are our own benchmark of real customer interactions against the national CX Standards, so you can see how the industry performs and where your operation stands.
Alongside the rankings, our data articles cover salaries, hold times and the trends shaping the sector. ACXPA has also contributed to the annual Smaart Recruitment Contact Centre Best Practice Report since it began in 2019 — you'll find it, and our own research, in the insights below.
Use these insights to benchmark your own performance and back your decisions with evidence. For the tools to act on what the data tells you, explore the resources for call centre managers, and browse the full glossary for the metrics behind every benchmark.
Beyond the rankings, ACXPA runs independent benchmarking services and publishes official industry news. Here's where to find it.
Independent benchmarking assessed against the national CX Standards — mystery shopping, competitor and private benchmarking.
Explore BenchmarkingOfficial ACXPA announcements — new rankings, benchmarking data, research reports and advocacy news.
View Press ReleasesAnnouncements from ACXPA vendor members — kept separate from editorial content for transparency.
View Vendor ReleasesFor media wanting expert commentary on the CX and contact centre industry from ACXPA.
View the Media KitThe Australian Call Centre Rankings are ACXPA's own benchmark — independent, transparent insight into what customers actually experience on the phones. Every ranking is built on real calls to real contact centres, assessed against the national Contact Centre CX Standards.
How the rankings work:
The current sector leaders are in the live leaderboard alongside. Explore the full rankings to see where your industry sits — then benchmark your own centre against the same standards.
Data accurate as of June 2026
Benchmarking data, research reports and industry analysis — everything below is drawn from real data on the Australian CX and contact centre industry, published to help you see how the sector performs and where it's heading. Evidence you can use, kept clear of vendor spin.
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.
The 2025 Australian Contact Centre Industry Best Practice Report: engagement, attrition, AI, leadership, wellbeing, salaries and CX rankings.
The 2024 Australian Contact Centre Industry Best Practice Report: AI, remote work, attrition, self-service, CX metrics, rankings and salaries.
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
The worst call centre hold times in Australia by industry, why long waits are a deliberate business decision, and practical ways to get through faster.
The 2023 Australian Contact Centre Industry Best Practice Report: remote work, attrition, engagement, AI, wellbeing, training, WFM and salaries.
Learn more about the Australian Contact Centre industry, including FAQs, benchmarking data, common myths and access to the industry's leading resources.
The 2022 Australian Contact Centres Best Practice Report: remote work, attrition, engagement, technology, AI, offshoring, recruitment and salaries.
A 30-year practitioner's vendor-agnostic guide to outsourcing your contact centre — what to outsource, real onshore and offshore costs, commercial models, and how to choose the right partner.
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.
Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.
Key findings from the 2020/21 Australian Contact Centre Best Practice Report: COVID response, absenteeism, engagement, CX, offshoring and salaries.
