ACXPA is the industry association in Australia that unites contact centre, customer experience, customer service and digital service professionals in Australia.
We provide global best practices, leading industry insights, world-class training and an unrivalled community of industry professionals.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Australian Call Centre Rankings
Each month, we assess the performance of Australian Contact Centres in multiple industry sectors across 48 different performance metrics to provide a snapshot of how the Australian Contact Centre industry is performing.
Call Centre Rankings Key:
POOR
BELOW STANDARD
MEETS STANDARDS
EXCEEDS STANDARD
OUTSTANDING
Upcoming Training Courses and Events
From world-class training, site tours, free workshops and live symposiums for members – all designed to educate, not sell!
Popular Articles
All our articles are written by real people designed to educate, inform and inspire without any sales pitches!
Latest Glossary Terms
Stay across key jargon, abbreviations and more with an Industry Glossary designed to ensure you have the knowledge you need for success.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)