A confidential, outside-in read on your own contact centre. We mystery-shop your team against the national Contact Centre CX Standards and score every call across 48+ metrics.
You get the results in full — recordings included — so you can coach with confidence. No competitor comparisons; your results, yours alone.
Benchmarking on your terms
Want to improve call quality and agent performance without comparing yourself to others? Private Benchmarking is designed exclusively for your contact centre — flexible, confidential, and built to help your team get better with every interaction.
Completely confidential
Your results are disclosed to you and no one else. No leaderboards, no competitor comparisons — just an honest, outside-in read on your own centre.
Built around your goals
Test the scenarios and criteria that matter to you — sales, service, escalations — plus optional compliance checks like ID verification and disclosures.
Coach from real calls
Every interaction is recorded and scored, so you get the call MP3s and metric-level detail your team can learn from — delivered in Excel or Google Sheets.
How Private Benchmarking works
We design the calls
We agree the scenarios, scoring criteria and any compliance checks that matter to your business — entirely up to you.
We mystery-shop your centre
Independent assessors call as real customers — a minimum of 20 calls a month — discreetly and consistently.
We score the experience
Every call is assessed against the CX Standards — Accessibility and Agent Mastery — plus your own criteria, with recordings kept.
You get confidential reporting
Monthly reports in Excel or Google Sheets, trend analysis, your call recordings, and optional quarterly workshops.
Measured against the standards — or your own
As a starting point, every call is scored against the Contact Centre CX Standards — Australia’s national framework for call-centre performance. Prefer a straight standards audit, or want us to score against your own KPIs, scripts and criteria instead? Either way, we tailor the assessment to what matters to you.
How quickly and easily customers were able to reach a live agent — measured across 40+ metrics: IVR flow, wait times, talk time, recorded messages and more.
The soft skills and behaviours of your team — measured across five core competencies and 18 defined behaviours, so you know exactly where to coach.
What you’ll receive in your reports
A comprehensive scorecard — easy to analyse, share and act upon.
Clear visibility of how your CX is evolving over time, with focused commentary to guide next steps.
Listen to actual customer interactions to pinpoint exactly where to refine skills and processes.
An expert-facilitated session to align stakeholders, unpack findings and map out your next-step action plan.
Choose your program
Pick one of our most popular packages, or build your own plan with the calculator — then pay only for the mystery-shopping interactions you need. Fully transparent, no hidden fees.
- 20 mystery calls per month
- 6-month program
- Sales & service scenarios
- Assessed against the CX Standards
- Monthly report & evaluator notes
- 30 mystery calls per month
- 12-month program
- 2 compliance checks per call
- Mixed scenarios: sales, service & hybrid journeys, assessed end-to-end
- Detailed report & quarterly workshops
- 50 mystery calls per month
- 12-month program
- 3 compliance checks per call
- Flexible scenarios & quarterly debriefs with expert-guided insights
- Ongoing trend analysis
All rates are ex GST and assume a 3-minute average call — longer calls will change the price (build your own below for an exact estimate). A one-off setup fee applies (from $197), covering scenario design and reporting setup.
Calls longer than 3 minutes, or need something bespoke? Build a plan around your exact volume, call length and compliance checks for an instant estimate.
Build your own planOpen the calculator — set your volume, call length & compliance
Build your own benchmarking plan
A one-off setup fee & transparent per-call pricing so you can budget with confidence.
Get started or request a quote
Tell us a little about your centre and we’ll be in touch to scope your private benchmarking program. Prefer to talk? Call +61 3 9492 2871.
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Meet your benchmarking experts
This service is grounded in real-world experience, not theory — led by two of the most respected names in the Australian contact centre industry.
Simon Blair
General Manager, CX Benchmarking — ACXPA. Australia’s leading expert in contact centre quality assessment and mystery shopping, Simon has personally evaluated over 50,000 customer interactions for brands including Telstra, ANZ, Toyota and Medibank.
As co-architect of ACXPA’s benchmarking programs, he makes sure your results are accurate, practical and actionable.
View Simon’s profile →Justin Tippett
CEO — Australian Customer Experience Professionals Association (ACXPA). With over 30 years improving contact centres across Australia, Justin co-created the Contact Centre CX Standards.
He champions ACXPA’s independent, vendor-neutral benchmarking approach through practical frameworks, education and community.
View Justin’s profile →Support local: ACXPA is 100% Australian-owned, and we keep every mystery shop and assessment onshore — a national network of work-from-home mystery shoppers who understand the local landscape.
Frequently asked questions
What does the Private Benchmarking service cost?
Pricing is volume-based and fully transparent. You can pick a ready-made package — from $977/month ex GST for Essentials — or build your own plan with the calculator above and pay only for the interactions you need.
A one-off setup fee applies (from $197), and ACXPA Business Members save an additional 10%.
What’s the minimum commitment?
The minimum is three months, but most organisations choose a 12-month program so they can track performance trends and improvements over time.
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?
Yes. A one-off onboarding fee (from $197) covers initial setup, scenario design and custom reporting configuration.
It’s invoiced in your first month, and increases only if you add compliance checks to your program.
Can I use this purely for internal benchmarking?
Absolutely. The Private Benchmarking service focuses entirely on your own performance and is 100% confidential — your results are only disclosed to you.
If you’d like to compare against peers, take a look at our Peer & Competitor 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, so competitor comparison isn’t part of this private service.
If you’re interested in comparing yourself to peers or competitors, explore Peer & Competitor Benchmarking.
What kind of scenarios can you test?
We design mystery-shopping scenarios to mirror your typical customer journeys — sales enquiries, support requests or compliance queries — for realistic, discreet interactions.
With this private service, the scenarios are entirely up to you.
Can you include compliance or process checks?
Yes. Our Compliance Add-On 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 Benchmarking service is entirely confidential. Your results are only disclosed to you.
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 takes effect at your next renewal.
How can I improve my benchmarking results?
If you’d like extra support, ACXPA Business Membership unlocks exclusive resources, private peer groups and deeper benchmarking insights.
Our CX Skills training courses build Agent Mastery and Accessibility aligned with the Contact Centre CX Standards — and ACXPA Members receive 25% off all public courses.
Keep it private. Keep it sharp.
Start a confidential benchmarking program built around your goals — and get your first independent report next month.
Other ways to benchmark
Compare against peers
Want to see how you stack up against your industry? Peer & Competitor Benchmarking pits your centre against the field. Trials from $697.
Explore Peer & Competitor →Want a simpler starting point?
The Monthly Snapshot is our most accessible service — an independent read on your centre across 23 CX metrics. From $397/month.
See the Monthly Snapshot →Unlock 60+ tools
ACXPA Business Membership unlocks benchmarking tools, training discounts, peer groups and resources. From $497/year.
Explore Business Membership →