Private Call Centre Benchmarking
Tailored insights. Flexible criteria. Benchmark what matters most to your team—internally and confidently.
What is the Private Call Centre Benchmarking Service?
Want to improve call quality and agent performance without comparing yourself to others? Our Private Call Centre Benchmarking Service is designed exclusively for your contact centre — helping you uncover opportunities, track progress, and uplift service quality through expert mystery shopping.
With no competitor comparisons, the focus is 100% on your goals. Choose from a ready-made assessment against the Contact Centre CX Standards (as used in the Australian Call Centre Rankings), or build a fully tailored program that targets what matters most — from soft skills and call flow handling to compliance checks like ID verification and disclosures.
You’ll get detailed insights across agent behaviours, accessibility, and communication effectiveness — all tracked over time and delivered in Excel or Google Sheets so you can filter, share and integrate the data with your existing reporting workflows.
It’s benchmarking on your terms — flexible, confidential, and designed to help your team get better with every interaction.
If you’d rather see how you stack up against peers or competitors, explore the Contact Centre CX Benchmarking Service.
Already have call recordings you’d like assessed? Check out our Call Quality Assessment service.
What’s Included in the Private Call Centre Benchmarking Service
Confidential, expert‑led mystery shopping that kicks off with a rigorous audit against the Contact Centre CX Standards – and scales up to deep‑dive journey simulations when you need richer insights. Ideal for organisations that want to raise the bar for their customers: boosting satisfaction, streamlining efficiency, ensuring iron‑clad compliance and driving continuous service excellence.
Certified Against the Australian
Contact Centre CX Standards
How Performance Is Measured
As a starting point, every call is scored against the Contact Centre CX Standards — Australia’s national framework for call-centre performance.
The standards focus on two core areas:
Accessibility — how quickly and easily customers were able to reach a live agent, measured across 40+ metrics (IVR flow, wait times, talk time, recorded messages, etc.)
Agent Mastery — the soft skills and behaviours of your team, measured across five core competencies and 18 defined behaviours.
Prefer a straight standards audit or want to benchmark against your own KPIs? No problem — we’ll tailor the assessment to suit your goals.
Private Call Centre Benchmarking Options
We offer three flexible private call centre benchmarking solutions — from a pure Contact Centre CX Standards audit to targeted compliance checks, through to a full end‑to‑end journey simulation for maximum depth. All packages include ongoing trend tracking so you can monitor performance improvements over time.
| Package | What’s Included | Complexity | Pricing |
|---|---|---|---|
|
Standard Package Contact Centre CX Standards Audit |
• Mystery shopping against the Contact Centre CX Standards • Scores on Accessibility & Agent Mastery • Overall CX scorecard • Detailed metric breakdown • Monthly & Quarterly trend tracking |
Low |
Volume-based (Tiered discounts) |
|
Compliance Add‑On Standards + Regulatory Checks |
• All Standard Package inclusions • Targeted compliance tests (e.g. disclosure, scripting, legal obligations) • Custom regulatory reporting • Ongoing compliance trend monitoring |
Medium |
From $1 per check (Tiered pricing) |
|
Full Journey Simulation Advanced Insights |
• Includes Standard + Compliance Add‑On • Multi‑step customer journey tests (sales, support, escalations) • Realistic scenario data & liaison for process reversals • In‑depth trend analysis |
High |
Custom quote (Scope-based) |
Simple, Transparent and Purpose‑Driven Pricing
For too long, contact centre benchmarking has been out of reach – hidden fees and convoluted tiers stopped teams from getting the insights they needed.
At ACXPA, we’re on a mission to raise customer experience standards across Australia. Every contact centre deserves clear, actionable data to establish a baseline and identify areas for improvement.
That’s why our private contact centre cx benchmarking pricing is fully transparent – pick one of our popular packages or build your own with our calculator, then pay only for the mystery‑shopping interactions you need. No surprises, no hidden fees.
Explore Our Most Popular Benchmarking Programs
These Private Call Centre Benchmarking packages are built for common needs — or build your own plan using the calculator below.
Pre‑Built Packages
Essentials
- 20 mystery calls per month
- 6‑month program
- Sales & service scenarios
- Assessed against CX Standards (soft skills, behaviours & wait times)
- Monthly report & evaluator notes
$943/month
ACXPA Members save 10%
Compliance Plus
- 30 mystery calls per month
- 12‑month program
- 2 compliance checks per call
- Mixed scenarios: sales, service or hybrid journeys assessed end‑to‑end
- Detailed report & quarterly workshops.
$1,497/month
ACXPA Members save 10%
Continuous Improvement
- 40 mystery calls per month
- 12‑month program
- 3 compliance checks per call
- Flexible scenarios & quarterly debriefs with expert‑guided insights
- Ongoing trend analysis
$1,994/month
ACXPA Members save 10%
*All package rates assume a 3‑minute average call. A one‑off $197 setup fee applies.
What You’ll Receive in Your Reports
Each month and quarter, you’ll receive a detailed report packed with insights based on real customer interactions. No complex dashboards or irrelevant data – just the insights that matter, delivered in a format you can actually use.
| Feature | What You’ll Receive |
|---|---|
|
Monthly Performance Report
Delivered in your preferred format (Excel or Google Sheets) with over 80 CX metrics, call‑level breakdowns and evaluator notes.
|
A comprehensive monthly scorecard—easy to analyse, share and act upon. |
|
Performance Trends & Insights
Interactive charts and concise written summaries showing your monthly and quarterly performance trends.
|
Clear visibility of how your CX is evolving over time, with focused commentary to guide next steps. |
|
Your Call Recordings
MP3 recordings of each mystery‑shop call to your centre for firsthand review.
|
Listen to actual customer interactions to pinpoint exactly where to refine skills and processes. |
|
Optional Results Workshop
A live, interactive session to dive into your results, explore themes and plan targeted improvements.
|
Expert‑facilitated workshop to align stakeholders, unpack findings and map out your next‑step action plan. |
Frequently Asked Questions
Got questions about the Private Call Centre Benchmarking Service? You’ve come to the right place. Below you’ll find details on program structure and costs (including one‑off setup fees), mystery‑shopping scenarios, scoring, reporting processes and support options. Simply click each section to expand.
What does the Private Call Centre Benchmarking Service cost?
Pricing starts from just $990 per month (ex GST), and ACXPA Business Members save an additional 10%.
What’s the minimum commitment?
The minimum is three months, but most organisations benefit from a 12‑month program to track performance trends and improvements.
How many calls should I schedule each month?
We recommend at least twenty (20) mystery‑shop calls to your own centre per month. This provides a reliable baseline and clear trend analysis without overwhelming your team or budget.
Are there any one‑off or setup fees?
A one‑off onboarding fee is applied at the start of your program to cover initial setup, scenario design and custom reporting configuration. This is invoiced in your first month.
Can I use this service solely for internal benchmarking?
Absolutely. The Private Call Centre Benchmarking Service focuses entirely on your own performance. If you’re interested in competitor benchmarking, please explore our Contact Centre CX Benchmarking Service.
Can I still compare results to competitors?
No. To ensure accurate comparisons, the scenarios we test must be the same for all parties. If you’re interested in comparing yourself to peers or competitors, please explore our Contact Centre CX Benchmarking Service.
What kind of scenarios are covered?
We design mystery‑shopping scenarios to mirror your typical customer journeys - sales enquiries, support requests or compliance queries - to ensure realistic, discreet interactions - with this private benchmarking service it's entirely up to you.
Can you include specific compliance or process checks?
Yes. Our Compliance Add‑On package lets you test things like disclosure requirements, ID checks, standard greetings, or any internal protocols you choose.
Is my data shared publicly?
No. The Private Call Centre Benchmarking Service is entirely confidential. Your results are only disclosed to you.
Do you benchmark other channels like email or live chat?
Yes. Our Customer Service Benchmarking Service supports email, live chat and web enquiry assessments.
What happens after I sign up?
We’ll onboard your account, confirm scenario details and schedule your first mystery shops. You’ll receive your first Monthly Performance Report early the following month.
What is the Quarterly Workshop?
If you select the Quarterly Workshops when you sign up, each quarter we'll conduct an online session walks you through your latest results, highlights key trends and helps you map out next‑step actions with our experts.
Can I access historical data?
No. We commence capturing data from the moment you engage our service so no historical information is available.
Can I change my subscription?
Your initial package commitment remains locked in for its agreed term. You’re welcome to upgrade at any time - adding the Compliance Add‑On or moving to Full Journey Simulation as your needs evolve. Any downgrade or switch to a lower tier will take effect only at your next renewal.
How can I improve my benchmarking results?
If you’d like extra support, ACXPA offers two powerful options:
- ACXPA Membership – access exclusive resources, private peer groups and deeper benchmarking insights.
- Training Courses – through CX Skills, our courses build Agent Mastery and Accessibility aligned with ACXPA’s Contact Centre CX Standards.
ACXPA Members receive 25% off all CX Skills public courses.
Choose from specialized courses for Agents, Team Leaders or Managers to turn insights into measurable results.
Meet Your Private Call Centre Benchmarking Experts
This service is grounded in real‑world experience, not theory. It’s been developed and is led by two of the most respected names in the Australian contact centre industry:
He’s also designed and delivered standards‑based training to thousands of contact centre employees—driving immediate, measurable improvements against the Contact Centre CX Standards.
As co‑architect of ACXPA’s Benchmarking programs, Simon ensures your private benchmarking results are accurate, practical and actionable, grounded in real customer experience.
A respected thought leader, Justin has helped countless contact centres across the world lift their customer experience through practical frameworks, education and community engagement.
Support local! ACXPA is a 100% Australian‑owned business, and we keep every mystery shop and assessment onshore, creating jobs for our community and ensuring our team truly understands the local landscape.
We’re not a faceless global conglomerate — we’re proudly Melbourne-based, with a national network of work-from-home mystery shoppers. When you choose us, you’re investing in local expertise, supporting Australian jobs, and championing a community-led mission to raise CX standards across the country.
Get Started or Request a Quote
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Prefer to talk to someone? Call us on +61 3 9492 2871 or book a discovery session .
