Tips and insight into why using gamification to maximise employee engagement can be rewarding for your employees and your business.
🏆 Overall CX Leaderboard
Best Call Centres in Australia - Q2 2025
Industry AVE55.7%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
📞 Accessibility Leaderboard
Best Call Centres in Australia - Q2 2025
Industry AVE63.8%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Articles
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.Read article »
❤️ Agent Mastery Leaderboard
Leaders by Sector - Q2 2025
Industry AVE55.7%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Glossary Terms
Shrinkage
Call centre shrinkage< is the percentage of paid time that agents are available to handle customer calls — due to breaks, meetings, training, leave, sickness, coaching, late starts, system downtime, and more.Read More »Peak End Rule
If you want to share and earn points please login firstRead More »
Upcoming Courses & Events
-
August 2025 Customer Service Phone Essentials
The August 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
August 2025 Phone Customer Service Foundations
The August 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
August 2025 Frontline Customer Service Essentials
The August 2025 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service....View event > -
August 2025 Reception Customer Service Essentials
The August 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front...View event > -
CX Roundtable September 2025
Join us for our free CX Roundtables featuring a special guest each month to share practical insights for customer experience (CX) professionals and the chance to connect and...View event >