Australian Banks April 2024

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

Download the ACXPA Members Summary Report for the Banking Sector April 2024 Call Centre Rankings.

This report contains summary data for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks August 2023

Download a summary of the key results for the Banking Sector August 2023 Call Centre Rankings Report.

The summary data includes the following data for four random Banks we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.

• View other available monthly reports >
• View the public reports and how we assess the performance >

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

Australian Banks August 2024

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

Download the ACXPA Members Summary Report for the Banking Sector August 2024 Call Centre Rankings.

This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks December 2023

Download the ACXPA Members Summary Report for the Banking Sector December 2023 Call Centre Rankings.

This report contains summary performance data for three random Banks we assessed, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Sector Summary scores for each of the five Quality competencies
• The scores for each of the four behaviours of the ‘Engage’ Quality Competency
• Sector Summary scores for each of the five Accessibility competencies 

This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate. 

• View other Bank reports to download >
• View the published monthly reports for Australian Banks and YTD trend data >

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

Australian Banks February 2024

Download the ACXPA Members Summary Report for the Banking Sector February 2024 Call Centre Rankings.

This report contains summary data for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

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

Australian Banks January 2024

Download the ACXPA Members Summary Report for the Banking Sector January 2024 Call Centre Rankings.

This report contains summary data for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

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

Australian Banks July 2024

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

Download the ACXPA Members Summary Report for the Banking Sector July 2024 Call Centre Rankings.

This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks June 2024

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

Download the ACXPA Members Summary Report for the Banking Sector June 2024 Call Centre Rankings.

This report contains summary data for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks March 2024

Download the ACXPA Members Summary Report for the Banking Sector March 2024 Call Centre Rankings.

This report contains summary data for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

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

Australian Banks May 2024

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

Download the ACXPA Members Summary Report for the Banking Sector May 2024 Call Centre Rankings.

This report contains summary data for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks November 2023

Download the ACXPA Members Summary Report for the Banking Sector November 2023 Call Centre Rankings.

This report contains summary performance data for three random Banks we assessed, including:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Sector Summary scores for each of the five Quality competencies
• The scores for each of the four behaviours of the ‘Engage’ Quality Competency
• Sector Summary scores for each of the five Accessibility competencies 

This report contains data for three banks only, to see the data for ALL banks, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your bank, plus benchmarking data against any five banks you nominate. 

• View other Bank reports to download >
• View the published monthly reports for Australian Banks and YTD trend data >

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

Australian Banks November 2024

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

Download the ACXPA Members Summary Report for the Banking Sector November 2024 Call Centre Rankings.

This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks 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 view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks October 2023

Download a summary of the key results for the Banking Sector October 2023 Call Centre Rankings Report.

The summary data includes the following data for three random Banks we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Sector Summary scores for each of the five Quality competencies
• The scores for each of the four behaviours of the ‘Engage’ Quality Competency
• Sector Summary scores for each of the five Accessibility competencies 

To see the data for ALL banks, purchase the Contact Centre CX Benchmarking and you’ll also receive additional insights and call recordings for your bank, plus benchmarking data of your bank against any five banks you nominate. 

• View other available monthly reports downloads>
• View the public reports each month for Australian Banks >

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

Australian Banks October 2024

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

Download the ACXPA Members Summary Report for the Banking Sector October 2024 Call Centre Rankings.

This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks 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 view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks Q1 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q1 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 43 metrics, plus 23 individual metrics for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To see the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks Q2 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q2 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 23 individual metrics for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To view the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks Q3 2024

This download is only available for ACXPA Members. Join now >

Download the ACXPA Members Summary Report for the Banking Sector Q3 2024 Call Centre Rankings.

This report contains Australian banking sector averages for 48 metrics, plus 23 individual metrics for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To view the data for ANY FIVE BANKS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Banks September 2023

Download a summary of the key results for the Banking Sector September 2023 Call Centre Rankings Report.

The summary data includes the following data for four random Banks we assessed:

• Overall performance scores
• Quality Scores (QIS)
• Accessibility scores (CCAS)
• Average wait times
• Navigation times
• Number of IVR layers
• Talk time
• Summary scores for each of the five Quality competencies
• The scores for the four behaviours of the ‘Engage’ Quality Competency
• Summary scores for each of the five Accessibility competencies 

Banks that join our Contact Centre CX Benchmarking service will see the data for all the banks we assessed plus additional insights and call recordings for their bank.

• View other available monthly reports >
• View the public reports and how we assess the performance >

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

Australian Banks September 2024

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

Download the ACXPA Members Summary Report for the Banking Sector September 2024 Call Centre Rankings.

This report contains the banking sector averages for 48 metrics, and 24 individual metrics for three random Banks we assessed, including:

• Overall Rankings
• Quality Score
• Access Score
• Average wait times
• Menu Navigation Times
• Total message Time 
• Summary scores for each of the five Quality competencies
• The four behaviour scores for the ENGAGE Quality Competency
• Summary scores for each of the five Accessibility competencies 

To view the data for ANY FIVE BANKS you nominate, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your bank.

• Downland other monthly reports >
• View the quarterly public reports for Australian Banks and YTD trend data >

Australian Call Centre Industry Sector Rankings April 2024

ACXPA Subscribers & Members can instantly download this report! Join now >  

Download a summary of the key results for the April 2024 Australian Call Centre Industry Report that assessed six industry sectors in Australia.

The monthly industry sector data includes the results (by sector) for 48  different metrics, including: 

• Overall CX Rankings
• Accessibility Rankings
• Customer Service Quality Rankings
• Average Wait Time
• Calls Answered percentages
• Navigation times
• Pre-recorded message times
• Number of IVR layers
• Talk Time
• Total Experience Time
• Scores for each of the five Quality Competencies and 18 different behaviours
• Overall scores for each of the five Accessibility categories
• Penalty Percentages

Other quick links:

• View lifetime averages and trend data for the Industry sectors >
• View other download options >