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
Employee Experience
Employee experience is the deliberately-designed sum of every interaction an employee has with an organisation — not engagement, not perks.Read More »
Customer Retention Rate
Customer retention rate is the percentage of customers kept over a period — the mirror of churn, and the scorecard investors and boards rely on.Read More »
Upcoming Courses & Events
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May 2026 Customer Journey Mapping
Gain all the skills, tools and support you need to start Customer Journey Mapping in the May 2026 Customer Journey Mapping training...View event > -
May 2026 Public Sector Essentials
The May 2026 Public Sector Customer Service Essentials course improves phone, email and in-person skills via a 3-hour live online course....View event > -
May 2026 Public Sector Foundations
The May 2026 Public Sector Customer Service Foundations course improves phone, email and in-person skills via 2 x 3-hour live online...View event > -
May 2026 QA Frameworks for Contact Centres
Learn how to design, build, implement and optimise a Quality Framework for Contact Centres May 2026 course to improve efficiency, compliance and the quality...View event > -
May 2026 Customer Service Phone Essentials
The May 2026 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event >
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