Australia’s best performing call centres
Forget marketing spin and glossy award submissions. These rankings come from real customer experiences, independently benchmarked against national standards.
Every centre here has been mystery shopped — real calls, no scripts, no advance notice — and scored against the ACXPA Contact Centre CX Standards. This is not what organisations say they do. It is what customers actually experience.
Your Business Membership seat is active, so every period on this page is live — this quarter, the latest month, and the rolling 3 and 6 month boards. Deeper cuts across 12+ metrics sit in the members’ area.
Your Vendor Membership seat is active, so every period on this page is live — this quarter, the latest month, and the rolling 3 and 6 month boards. Deeper cuts across 12+ metrics sit in the members’ area.
Overall CX
Accessibility and agent quality combined into one end-to-end score.
Accessibility
How easily a customer reaches a human, from phone number to IVR to queue.
Agent Mastery
The skill, empathy and execution of the person who answers.
Average Wait Times
How long customers hold before a live agent picks up.
- 7 sectors benchmarked
- 4 metrics on this page
- 12+ metrics for members
This is one of four ways into the rankings
This page ranks the best performers nationally. If you arrived here from a search, these are the other views of the same data set.
Best performers
Who is topping each of the four key metrics, nationally.
All rankings & sectors
The index page: every benchmarked sector and how the programme works.
National averages & trends
How the Australian industry as a whole is tracking, year on year.
Compare sectors
Sectors side by side, so you can see who is setting the pace.
Your rankings dashboard collects the member reports, trend data and downloads in one place.
Your rankings dashboard collects the member reports, trend data and downloads in one place.
Pick a metric. Compare every timeframe at once.
Each metric puts this quarter, the latest month and the rolling 3 and 6 month boards side by side, so a centre that is climbing or sliding is obvious. The quarterly board is open to everyone.
Our Overall CX metric delivers a complete picture of customer experience performance. It combines both accessibility (how easy it is to reach someone) and agent mastery (the quality of the interaction once you do) — giving organisations a single, reliable benchmark of end-to-end CX delivery.
Our Accessibility metric assesses how easy it is for customers to reach a live human agent through a contact centre — quickly, clearly, and without frustration. It measures the design, flow, and usability of the entire access journey — from finding the phone number to navigating the IVR, all the way through to queueing and wait times. Great CX starts with being easy to reach.
Our Agent Mastery metric captures what automation can’t — the human connection. It measures the quality of communication, confidence and care delivered by your frontline team. From the moment an agent greets a customer to how they close the call, this metric reveals who’s building trust, creating clarity, and delivering real value in every interaction. It’s not about scripts — it’s about skill, empathy and execution.
This metric tracks how long customers are kept on hold before reaching a live agent — providing clear visibility into how well contact centres are resourced and how seriously they take customer accessibility. Long wait times are a major driver of customer frustration, often leading to abandoned calls, negative sentiment and poor service perceptions.
- Outstanding91%+
- Exceeds76–90%
- Meets61–75%
- Below45–60%
- PoorUnder 45%
Bands are set by the ACXPA Contact Centre CX Standards. Scores are averages of independently assessed mystery shopping calls placed without notice or scripting.
Assessed against the Contact Centre CX Standards
Every ranking on this page traces back to a real call. Mystery shoppers place enquiries with no script and no advance notice, then each interaction is assessed against a published framework rather than a judging panel’s opinion. That is what makes one centre’s score comparable to another’s, and to the national average.
The national boards are built from seven sectors
A bank and an aged care provider are answering very different calls, so each sector is assessed on the enquiry type that actually matters to its customers. Open a sector to see its own leaderboard and what was tested.
Aged Care
Enquiries from families and carers — emotionally sensitive, high-stakes calls.
Banks
New accounts, home loans and credit card enquiries.
Car Insurance
Quote requests, policy comparisons and onboarding — not claims.
Local Councils
Rates, bins, permits and service requests from ratepayers.
Education Providers
Course information and enrolment pathway enquiries.
Energy Retailers
Plan switches, new connections and customer onboarding.
Internet Providers
Provider switching, new home setups and connection requests.
Add your sector
Superannuation, water authorities and home insurance are closest to launching.
Nominate your sectorTwo different questions, two different answers
One is about seeing more of the national data. The other is about finding out how your own contact centre actually performs.
Your full data set
Every timeframe on this page is already live on your Business Membership seat. The deeper cuts — 12+ metrics, trends and downloads — sit in the members’ area.
Your rankings dashboard collects the reports and downloads.
Your full data set
Every timeframe on this page is already live on your Vendor Membership seat. The deeper cuts — 12+ metrics, trends and downloads — sit in the members’ area.
Your rankings dashboard collects the reports and downloads.
Measure your own contact centre
The same assessment behind these rankings can be run on yours, at four levels of depth.
- Monthly Snapshot Your score against the sector average
- Peer & Competitor Head-to-head against rivals you name
- Private A confidential deep-dive on your own criteria
- Call Quality Scoring on calls you have already recorded
Just want the number? Get your own CX score.
Benchmarking for the centres you work with
The CX Standards are the framework your clients are measured against. The same assessment is available to them, at four levels of depth.
- Monthly Snapshot Your score against the sector average
- Peer & Competitor Head-to-head against rivals you name
- Private A confidential deep-dive on your own criteria
- Call Quality Scoring on calls you have already recorded
Read the Contact Centre CX Standards.
