The Australian Customer Experience Professionals Association (ACXPA) provides a cost-effective, fixed-price monthly Contact Centre CX Benchmarking service that will deliver all this and more.
As outlined below, our Contact Centre CX Benchmarking service has been designed to provide powerful insights with a transparent and cost-effective pricing model.
The scoring and insights are directly aligned to help you identify opportunities to shift the dial on measurable business outcomes – whether it’s Sales Conversions, Net Promoter Score, Customer Effort Score (CES), Retention, CLV, etc.
Decades in the making, our Contact Centre CX Benchmarking program has been designed and is managed by contact centre industry experts passionate about helping contact centres deliver results with easy-to-understand metrics, insights and training.
When you purchase the Contact Centre CX Benchmarking for your business, you’ll receive powerful insights from over 80 metrics, broadly split into two key dimensions:
Access Score – how easy was it to connect to a live agent, including wait times, number of menu options, hold experience, recording messaging, talk time and more.
Quality Score – the quality of the interaction with the contact centre employee assessed across five core competencies and 18 different behaviours.
The Contact Centre CX Benchmarking includes:
ACXPA Subscribers and Members can also access monthly benchmarking data containing metrics for industry benchmarks, and specific sector information for Banks, Car Insurance, Councils, Energy Retailers, Internet Retailers and TAFEs - with more sectors being introduced soon!
Visit the website to learn more!
If you'd like to speak to someone directly from Australian Customer Experience Professionals Association, please reach out to their nominated contact below:
Click here to arrange someone from Australian Customer Experience Professionals Association to contact you directly.