View the results of the October 2023 Australian Call Centre Rankings assessing six different industry sectors.
View the results of the September 2023 Australian Call Centre Rankings assessing five different industry sectors.
View the results of the August 2023 Australian Call Centre Rankings National Results assessing five different industry sectors.
🏆 Overall CX Leaderboard
Best Call Centres in Australia - Q2 2025
Industry AVE55.7%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
📞 Accessibility Leaderboard
Best Call Centres in Australia - Q2 2025
Industry AVE63.8%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Articles
Using AI in Recruitment for Call Centres
Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.Read article »2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »
❤️ Agent Mastery Leaderboard
Leaders by Sector - Q2 2025
Industry AVE55.7%
Colour Legend:
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Glossary Terms
Shrinkage
Call centre shrinkage< is the percentage of paid time that agents are available to handle customer calls — due to breaks, meetings, training, leave, sickness, coaching, late starts, system downtime, and more.Read More »Peak End Rule
If you want to share and earn points please login firstRead More »
Upcoming Courses & Events
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September 2025 Inbound Phone Sales Foundations
The September 2025 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour...View event > -
September 2025 Inbound Phone Sales Essentials
The September 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
September 2025 Customer Service Phone Essentials
The September 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
September 2025 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this September 2025 Tech Support Customer Service Essentials course is delivered via a live...View event > -
September 2025 Introduction to Contact Centre Management
Fast-track your knowledge of contact centre management in this 2 x 3-hour course September 2025 introduction course delivered by Australian contact centre expert...View event >