Australia’s Best Performing Call Centres
Overall CX
Our Overall CX metric is the ultimate measure of what really matters – how easy it is for customers to reach a real person, and the quality of that interaction once they do.
It’s the headline indicator of service excellence in Australian contact centres, combining accessibility with agent capability to show who’s truly delivering a great customer experience.
The Overall CX Rankings gauge how effortlessly customers can connect with and communicate to a live customer service agent via the contact centre channel.
The final score is calculated using over 80 individual metrics drawn from across the customer journey. These include factors such as wait times, IVR usability, voice quality, agent soft skills and behaviours, and more.
Each metric is weighted according to its impact on the customer experience. For example, Agent Mastery is weighted more heavily than accessibility – because a flawless connection is meaningless if the agent delivers a poor experience.
To learn more about how these metrics align with our best-practice approach, view the Contact Centre CX Standards.
