Coming Soon! The Q2 2026 Australian Call Centre Rankings for Car Insurance Providers will be published in late July, including average wait times, quality of customer service, call answer percentages.
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.
Latest Articles
Customer Service Best Practices for Medical & Health Practices
Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.Read article »
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.Read article »
Latest Glossary Terms
QA Sample Size
QA sample size is how many calls to review to trust a quality score, set by the precision you need, not the share of calls you cover.Read More »
STAR Method
The STAR method structures behavioural interviews around Situation, Task, Action, and Result to evaluate past performance and predict future capability.Read More »
Upcoming Courses & Events
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June 2026 Phone Customer Service Foundations
The June 2026 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
June 2026 Tech Support Foundations
The June 2026 Helpdesk/Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event > -
June 2026 Real-Time WFM for Contact Centre Analysts
The June 2026 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role...View event > -
June 2026 Customer Service Phone Essentials
The June 2026 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
June 2026 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this June 2026 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event >
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