Australian Customer Experience Professionals Association - ACXPA

07/08/2025

🚨 Happening Today at 2:00 PM AEST — The First ACXPA Contact Centre Roundtable!

We’re going live with four experienced contact centre leaders for a bold, no-fluff roundtable tackling the big questions facing our industry right now.

🎙️ What’s on the agenda?
✅ AI & Jobs – Are our roles evolving or disappearing?
✅ IVRs in 2025 – Still relevant, or time to move on?
✅ Efficiency without burnout – How to do more with less
✅ Live Q&A – Get answers from those who’ve lived it

👥 Today’s Panellists:
• Anthony Marafioti – National Operations Manager, AGL Energy
• Nadine Power – Senior Product Manager, Panviva – Upland Software
• Brandon Davis – Director of Contact Centres, Uniting Agewell
• Justin Tippett – CEO, ACXPA

📍 You’ve got two ways to join:
➡️ Watch on the ACXPA website:
👉 https://acxpa.com.au/live-contact-centre-managers-roundtables/
➡️ Join the conversation on LinkedIn:
👉 https://www.linkedin.com/events/7358771625254637568/

🆓 It’s completely free!

⏰ Don’t miss it. We’re live at 2:00 PM AEST today!

02/07/2025

Brisbane Event Next Week: Recruitment Trends in CX & Call Centres

Great customer experience starts with great people — but in today’s market, attracting and retaining top CX and call centre talent is tougher than ever.

That’s why we’re bringing together leading voices from recruitment, education, and operations for a no-fluff, real-world panel event you can’t afford to miss.

🔍 We’ll unpack:
• The hiring trends shaping CX right now
• Skillsets rising in demand (and those fading fast)
• What top employers are doing differently to stay ahead

You’ll walk away with practical ideas, peer insights, and a clearer view of how to build high-performing teams in a shifting talent landscape.

Oh, and did we mention the networking? And the drinks? 🍷🍤

It’s an ACXPA event — so expect great conversations with great people.

📍 Brisbane – Tuesday 8 July | 5:00pm – 7:30pm
💰 Free to attend, but places are limited

Join us for expert insights from our panel of industry leaders.

25/06/2025

🏡 Been shopping around for a home loan? You’re not alone — and not all banks are making it easy.

Each month, we mystery shop the major banks to see who actually picks up the phone, gives good advice, and treats you like a human — not an application number.

And let’s just say… some banks did better than others. 😬

💥 Top Performer – HUME BANK
✅ Best Overall Customer Experience
📈 Fastest to answer calls
⭐ Most helpful conversations

⸻

❌ Worst performer? ING – again.
They’ve now ranked last for 4 straight quarters.

Oh, and get this:
📞 1 in 5 mortgage enquiries weren’t even answered within 10 minutes.
💰 That’s a six-figure sales call just… missed.

⸻

👀 Want to know how your bank did?

Swipe through the results ➡️
📄 Full report: https://acxpa.com.au/australian-banks-q1-2025/

06/03/2025

📢 Internet Retailers: Who’s Delivering the Best Sales Experience?

With so many options, Australians expect fast, helpful, and knowledgeable service when shopping for a new internet plan. But how do providers actually perform when potential customers call?

📞 We put them to the test with mystery shopping calls!

🔹 Which providers make it easy to speak with a real person?
🔹 Who delivers a seamless and supportive sales experience?
🔹 And which companies leave potential customers frustrated?

🚀 The 2024 Q4 results are in! Check out the Top 3 leaderboard below or dive into the full report for deeper insights: https://acxpa.com.au/internet-retailers-q4-2024/

TPG iiNet Aussie Broadband

03/03/2025

🔥 Thinking of switching energy providers? Not all call centres are created equal! 🔥

With cost of living pressures rising, more Australians are shopping around for a better energy deal. But when you call an energy retailer, do you get fast, helpful service? Or are you stuck on hold?

We put them to the test in the Q4 2024 Energy Retailer Call Centre Rankings! 📊

👉 Check out the leaderboards and find out who makes it easy.

📊 Want to see even more insights? View the full report here: https://acxpa.com.au/energy-retailers-q4-2024/

10/02/2025

🚨 The Q4 2024 Call Centre Rankings for Australian Banks Are Out! 🚨

💰 Thinking about a new home loan or credit card? Our latest ACXPA Call Centre Rankings reveal which Australian banks are delivering great service—and which ones are making it hard to get through.

🏆 Best Call Centre for New Customers: Hume Bank – 67.5% Overall CX Score
📉 Worst Performer: ING – 20.4% (Last place for 3 straight quarters!)

📊 Key Findings:

✅ Banks are improving! The average sector CX score hit 51.5% (+12.9% from Q3 2024).
✅ Fastest Service: Great Southern Bank answers calls on average in just 0:23 minutes!
✅ Longest Wait Times: ING customers wait over 6 minutes—the longest of any bank.
✅ Who answers the most calls in 10 Minutes? Bank Australia (100%) – Every customer gets through!
❌ Who struggles the most? More than half of the calls to ING (55.6%) were not answered within 10 minutes!

📢 ACXPA CEO Justin Tippett says banks must do better:
“First impressions matter! If a potential customer can’t get through quickly, they’ll likely take their business elsewhere.”

📥 Read the full rankings & see how your bank performed!
🔗 https://acxpa.com.au/australian-banks-q4-2024/

📢 Tag your bank and let them know what you think about their service! 👇👇👇

Call Centre Legends CX Skills Hume Bank

View the Call Centre Rankings for Australian Banks Q4 2024 with call centre wait times, customer experience rankings, access rankings and more.

31/01/2025

🚀 Want an easy way to boost team engagement? We’ve got you covered!

Keeping your customer service or sales team engaged and motivated can be a challenge—especially when time is tight. That’s why ACXPA publishes monthly General Knowledge Trivia Quizzes, designed to make it effortless for leaders and managers to bring fun, energy, and team bonding into the workplace.

🎉 We’ve just released our latest Trivia Quiz for ACXPA members! But we know how valuable these quizzes can be, so we’re offering a free sample Trivia Quiz Kit to help you see just how easy it is to build engagement with your team.

✅ Why use our quizzes?
✔ Spark conversations and laughter – A simple way to break up the workday with a bit of fun.
✔ Foster teamwork and collaboration – Encourage friendly competition and team bonding.
✔ Recharge and reconnect – Give your team a chance to unwind and reset.

💡 What’s included in each kit?
📄 A ready-to-use Question Sheet – Just print and go!
✅ A printable Answer Key – No sneaky peeks! 😉
📝 Customisation options – Add your branding, tweak the rules, or introduce prizes to make it your own.

📥 Grab your free Trivia Quiz Kit today and see the difference a little fun can make! 🎯

🔗 Link is in the comments!

Call Centre Legends CX Skillss

29/01/2025

🚀 Master the Art of Clear Communication with the Phonetic Alphabet! 🔤🎧

In an ever-increasing world of AI, automation, and cutting-edge CX technology, sometimes the most powerful tools are the ones that don’t cost a cent. That’s where the Phonetic Alphabet comes in!

Used globally in customer service, contact centres, emergency services, and aviation, the NATO Phonetic Alphabet ensures clarity in communication, reduces errors, and enhances professionalism.

Whether you’re confirming customer details or avoiding misheard letters over the phone, using a phonetic alphabet like “B for Bravo, C for Charlie” makes all the difference.

✅ Increase accuracy & reduce rework
✅ Minimise customer frustration
✅ Improve efficiency in call centres
✅ Sound more professional on calls

We’ve put together everything you need to know—including a free downloadable PDF you can print and keep by your desk. No sign-ups required! 🎁

🔗 Download now: https://acxpa.com.au/phonetic-alphabet/

Classic ones you've heard? Let us know in the comments! ⬇️

We'll go first:

A for Aisle
J for Jalapeno

Call Centre Legends CX Skills

View, listen to or download the phonetic alphabet used in call centres or customer service including a PDF desktop guide to stick on your desk/monitor.

21/01/2025

🌟 Take Your Contact Centre Career to the Next Level! 🌟

📣 With 75% of call centre managers starting their careers on the phones, many leaders learn on the job. But without formal qualifications, it’s easy to miss opportunities to elevate your contact centre’s success.

That’s why we’re thrilled to offer the January 2025 Introduction to Contact Centre Management Course – a practical, hands-on course for new and aspiring team leaders and managers, designed to build the skills needed to drive performance, efficiency, and exceptional customer experiences.

👨‍🏫 Facilitated by industry expert and ACXPA CEO Justin Tippett, this course is packed with actionable tips, global best practices, and insights from over 30 years of contact centre and CX leadership.

📅 Key Details:

🗓️ Session 1: 29th January 2025, 1–4 PM AEDT
🗓️ Session 2: 30th January 2025, 1–4 PM AEDT
💻 Where: Online via Zoom
💲 Cost: $497 AUD ex GST (ACXPA members save even more!)

🎯 What You’ll Learn:

✔️ Call Centre Foundations – like GOS, AHT, FCR – and concepts suitable for all contact centres
✔️ How to deliver maximum value to your business
✔️ Managing KPIs and improving agent performance
✔️ Workforce management essentials (Erlang made easy!)
✔️ Best practices for quality assurance

💬 What past attendees say:

“Justin’s passion and knowledge are unmatched. The practical takeaways transformed how I manage my team!” – Daniel L.

🌐 Secure your spot today – link in the comments!

👉 Don’t wait – spaces are limited!

CX Skills Call Centre Legends

20/01/2025

🚨 Did You Know? The Power of 06:36 Minutes 🚨

Our latest mystery shopping revealed that the average talk time in 2024 across the Australian Call Centre industry was 6 minutes and 36 seconds.

In those 6 minutes and 36 seconds, there’s so much potential:

✅ Opportunities:
• Build trust and create meaningful connections with your customers.
• Resolve issues effectively, leaving a lasting positive impression.
• Discover upsell or cross-sell moments that add real value.

⚠️ Risks:
• A lack of empathy or poor communication can damage customer trust.
• Inefficiencies might lead to frustration, repetition, or even call-backs.
• Missed opportunities to boost satisfaction and loyalty.

Every second on a call matters – it’s a chance to strengthen your brand or risk losing customer confidence.

At ACXPA, we’re passionate about helping Australian businesses unlock the potential in every interaction. From training and benchmarking to industry insights, we give you the tools to make the most of every conversation.

💬 How does your team make those 6 minutes and 36 seconds count? Share your thoughts below!