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Australian Aged Care Providers July 2025

   This download is only available for ACXPA Members. Learn more >

Download the ACXPA Members Summary Report for the Australian Aged Care Sector, July 2025 Call Centre Rankings.

This report contains summary data for three random Aged Care Providers we assessed, including:

• Overall CX Rankings
• Agent Mastery Rankings
• Accessibility Rankings
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Agent Mastery competencies
• The four behaviour scores for the ENGAGE Competency
• Summary scores for each of the five Accessibility metrics

To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Aged Care Providers >

HEAT Model Cheat Sheet

The HEAT Model/technique is used to calm down an angry customer, consisting of four key components:

1. Hear them Out
2. Empathise
3. Apologise
4. Take ownership 

We also have an article where you can learn more about the HEAT model and some extra tips on managing angry customers > as well as a suite of resources designed to help employees and businesses manage customer complaints, including frameworks, complaint logging tools, in-store signage and lots more. Learn more >

Download the HEAT Model Cheat Sheet

Employee Turnover Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Turnover rate enables you to track performance and identify potential challenges and opportunities within your business. 

The Employee Turnover Rate Calculator to determine your turnover rate by 3,6,9, and 12 months. it also contains a new hire turnover rate calculator as well as enabling you to calculate an overall, and by department turnover rate.

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

Read the Employee Turnover glossary term >

Contact Centre Acronyms Cheat Sheet

A single A4 page containing the most commonly used acronyms and jargon used in a contact centre (aka call centre).   For a complete list of all the acronyms used in the contact centre and customer experience industry, please refer to our CX and Call Centre Glossary. 

Phonetic Alphabet Desktop Guide

This printable version of the NATO Phonetic Alphabet is free for everyone to download.

The file is a high-quality A4 PDF containing three different size options. Just print it out and cut the one that suits you best to stick next to your phone, computer or monitor.

Phonetic Alphabet (Editable)

A Phonetic Alphabet is a great way to improve professionalism, improve data accuracy and even make you more efficient.

And what’s best is it’s completely free to download!

You can print our handy download in Microsoft Word so you can edit if required. 

Australian Phonetic Alphabet (funny)

The Australian Phonetic Alphabet is a funny take on the NATO Phonetic Alphabet used in contact centres and customer service across the world. 

It’s completely free to download! 

You can print our handy download in Microsoft Word so you can edit if required. 

Employee Turnover Rate Calculator

When an employee decides to leave your business, it can be draining both emotionally and financially.

Knowing your Employee Turnover rate enables you to track performance and identify potential challenges and opportunities within your business. 

The Employee Turnover Rate Calculator to determine your turnover rate by 3,6,9, and 12 months. it also contains a new hire turnover rate calculator as well as enabling you to calculate an overall, and by department turnover rate.

The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

Read the Employee Turnover glossary term >

Press Release Template

Download our Press Release template to help you structure a clear, professional announcement with the best chance of being picked up by media, partners, and industry audiences. This practical template can be adapted for new initiatives, product launches, events, or organisational updates.

GROW Model Coaching Template

A structured coaching tool with prompt questions to guide performance conversations using the GROW framework.

This fillable Word template uses a two-column format with coaching questions on the left and note-taking space on the right, plus a SMART Goal Commitment section and coaching tips to help team leaders run effective coaching sessions.

Download it free and start coaching more effectively today.

SMART Goals Template

Set clear, actionable goals with your team using our structured SMART Goals Template — complete with goal statement builder, progress tracking and commitment signatures.

This fillable Word template helps team leaders and team members create measurable goals, track progress through regular reviews, and maintain accountability with formal commitment signatures.

Download it free and start setting better goals today.

Employee Goals Tracker

Track your team’s goals, progress and review checkpoints in one structured spreadsheet.

This Excel tracker helps team leaders manage up to 20 employees’ goals with built-in status tracking, conditional formatting, and review scheduling. Set baselines, track progress through quarterly reviews, and identify who needs support at a glance.

Members can download it now and start tracking smarter.

GROW Model Coaching: 5 Examples for Team Leaders

Learn how to run effective coaching conversations using the GROW model with five real contact centre examples.

This guide includes 5 complete coaching dialogues — AHT Performance Gap, Quality Score Decline, Adherence Issues, High Performer Plateau, and New Starter Confidence Gap — each with the full conversation from data presentation through to SMART goal commitment, plus analysis of what made it work.

Members can download it now and start coaching more effectively today.

Customer Service Resume Template

Download the free Customer Service Resume Template to help you secure your next role in customer service, call centres etc. The download is in Microsoft Word so you are free to edit and customise with your specific information. 

Just replace the sections with a yellow background with your specific information and add/delete further information as required. 

On behalf of ACXPA, we wish you well in your application no matter what part of the world you are in! 

And if you’d like to say thanks, a positive review on the ACXPA Facebook page would be very much appreciated ?

This resource is free to download! 

To download all our content, you must be a Subscriber or Member. Learn more >

A printable A3 document (landscape) with the words:

Warning

We will not tolerate physical or verbal abuse towards our employees or other customers. 

If this occurs you will be asked to leave and refused service

A printable A4 document (landscape) with the words:

Warning

We will not tolerate physical or verbal abuse towards our employees

A printable A4 document (landscape) with the words:

Warning

We will not tolerate physical or verbal abuse towards our employees or other customers. 

General Knowledge Trivia Workplace Quiz Sample

Download our Workplace Trivia quiz that is ready-made for Team Leaders/Supervisors/Managers to use with their teams to help build engagement and inject a bit of fun into the workplace!

The sample Workplace Quiz contains all the questions and answers ready to use immediately with your team so you can see just how easy it is to build some employee engagement within your team:)

ACXPA Members can access a new quiz every month! Learn more >