, you’ve unlocked the national performance spread

How far apart are Australia’s best and worst contact centres? These twelve metrics show the full range — the highest and lowest results recorded anywhere in the industry this quarter.

Six Accessibility metrics and six Agent Mastery metrics, drawn from over 50 contact centres assessed every month against the ACXPA Contact Centre CX Standards.

12metrics 50+contact centres a month 6 + 6Accessibility & Agent Mastery

How to read this data

What the numbers are Quarterly averages, not single calls. Every result comes from real mystery shopping calls placed as new customer or sales enquiries, scored anonymously against the CX Standards.

Why only one centre shows at each end Where several contact centres share the same result — 0.0 menu options, or 100% on a competency — we show one of them, so the card stays focused on the range rather than the tie.

Sector context still matters A council enquiry about bin collection is not an energy quote or a home loan application. This is the big-picture national view; for like-for-like comparison use the member-only sector spreads.

Where the rest of the data lives These twelve are a sample. The full set sits in your Call Centre Rankings Dashboard, and the complete assessment is part of ACXPA Benchmarking.

Reading the spread bar Each bar runs from zero to the highest result recorded. The gold section is the gap between the lowest and highest performer — the wider it runs, the more inconsistent the industry is on that metric.

Choose a view

Accessibility Metrics Snapshot

Everything a customer moves through to reach a person and get their answer — menu options, recorded messages, queue time and time on the call itself.

Australian Call Centre Industry — this quarter

About the Accessibility metrics

Lower is not automatically better Some of these are context-dependent. A longer call might reflect genuinely personalised support; a shorter one might be efficient resolution, or a customer who gave up. The value here is the range, not a verdict.

Six of more than forty These are 6 of the 40+ Accessibility metrics tracked in the CX Standards and measured in full through ACXPA Benchmarking.

MENU LAYERS - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026The amount of menu options customers are required to navigate to reach a live person.

Lowest:

COUNCILS Sector0.0

Highest:

BANKS Sector4.8

TOTAL MENU TIME - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Total time to navigate the menu options presented.

Lowest:

COUNCILS Sector00:14

Highest:

BANKS Sector02:49

TOTAL MESSAGE TIME - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Total time of any recorded messages customers are forced to listen to.

Lowest:

COUNCILS Sector00:08

Highest:

CAR INSURANCE Sector01:48

TOTAL ACCESS TIME - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Total time from initial connection to being placed into the queue.

Lowest:

COUNCILS Sector00:39

Highest:

BANKS Sector09:57

TALK TIME - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026The time spent conversing with the customer (including if placed on hold).

Lowest:

COUNCILS Sector02:02

Highest:

CAR INSURANCE Sector16:25

TOTAL EXPERIENCE TIME - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026The entire length of the interaction, from dialling to hang up.

Lowest:

COUNCILS Sector02:42

Highest:

BANKS Sector19:04

Agent Mastery Snapshot

How frontline agents actually handled those enquiries, scored across the five competencies in the CX Standards and combined into an overall Agent Mastery result.

Australian Call Centre Industry — this quarter

About the Agent Mastery metrics

Higher is better here Unlike the Accessibility timings, these are competency scores — a higher percentage means the agent handled more of what the standard asks for. It is not a ranking or a sector average; it shows how wide the gap runs.

Six of more than thirty This sample covers 6 of the 30+ Agent Mastery metrics assessed against the CX Standards as part of ACXPA Benchmarking.

ENGAGE COMPETENCY - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Create a strong first impression and build trust by demonstrating ownership, personalising the interaction, and setting the stage for a successful conversation.

Lowest:

COUNCILS Sector2.8%

Highest:

INTERNET Sector66.7%

What do the colours mean?

DISCOVER COMPETENCY - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Best at Uncovering Needs – agents who listen, ask smart questions and truly understand what the customer wants to achieve.

Lowest:

CAR INSURANCE Sector29.6%

Highest:

CAR INSURANCE Sector88.9%

What do the colours mean?

EDUCATE COMPETENCY - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Best at Explaining Clearly – agents who simplify information and build customer understanding with the proposed solution.

Lowest:

CAR INSURANCE Sector44.4%

Highest:

CAR INSURANCE Sector86.1%

What do the colours mean?

CLOSE COMPETENCY - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Best at Wrapping Up with Confidence – agents who confirm the next steps with the customers that leaves them feeling reassured.

Lowest:

EDUCATION Sector18.5%

Highest:

CAR INSURANCE Sector88.9%

What do the colours mean?

IMPACT COMPETENCY - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Best at Leaving a Positive Lasting Impression – agents who add value and elevate the customer experience.

Lowest:

INTERNET Sector27.8%

Highest:

COUNCILS Sector100%

What do the colours mean?

AGENT MASTERY - PERFORMANCE SPREAD

Australian Call Centre Industry - Q2 2026Australia’s Best Frontline Agents – delivering confident, clear and customer-focused conversations assessed against the Contact Centre CX Standards.

Lowest:

EDUCATION Sector38.1%

Highest:

CAR INSURANCE Sector70.0%

What do the colours mean?

These twelve are the national picture. For a like-for-like read, compare centres inside the same sector with the member-only sector spreads, or open your Call Centre Rankings Dashboard for the full set of ranking data included with your membership.

, you’ve unlocked the national performance spread

Accessibility Metrics Snapshot

Agent Mastery Snapshot

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, you’ve unlocked the national performance spread

Accessibility Metrics Snapshot

Agent Mastery Snapshot

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