View the Q3 2024 Australian Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.
Each month, we conduct mystery shopping calls at a cross-section of Australian Councils to provide Voice of the Customer (Voc) insights into the genuine experience customers receive when trying to connect to a customer service employee at an Australian Council. Call Centre Wait Times for Australian Councils, the quality of customer service provided by the Council, hold times, the number of menu options and more are all assessed using the Australian Contact Centre Quality Standards, which contain over 80 different individual performance elements. Each quarter, we publicly report on four key metrics: This combination provides powerful, independent insights into the call centre customer performance of Australian Councils, enabling us to ensure we provide the industry resources, skills and insights where it matters most to help Australian Councils improve the experiences for the customer and their ratepayers. ACXPA members gain exclusive access to additional monthly and quarterly reports they can download, along with a live page containing Council sector year-to-date and lifetime trend data. Plus, as an ACXPA Member, you'll gain access to a range of industry best practices, resources, training, and support to help you deliver efficient and effective customer experiences. How the Mystery Shopping Calls are made to Australian Councils Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for councils such as rates enquiries, rubbish, local events, etc. Whilst there can always be some debate around sample sizes, ratios of FTEs to ratepayers, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer. Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect. As we need to remain anonymous, the published results typically reflect the experience for general council enquires only. Ratepayers with specific questions about planning permits, complaints., payment plans, etc., may have a different experience. Australian Councils are assessed against the Australian Contact Centre Quality Standards, which we have refined for over 30 years and 50,000 calls. The Quality Standards we use: Each quarter, we publicly release the leaderboards for the top three and lowest Australian Councils on this page for four key metrics: Below is just a sample of four metrics - each month, we collate over 80 metrics on Australian Councils! Thanks to our sponsors, whose support makes it possible to provide free industry data!
View the Q2 2024 Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics. View the Q1 2024 Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.
The data on this page and our free quarterly reports provides a small snapshot of the council sector data available on our website. Subscribers enjoy access to even more valuable council sector insights, with members unlocking the most comprehensive data and exclusive reports. But for organisations seeking to deliver industry best practices, the Council's Benchmarking Service is a must-have solution. The Council's Benchmarking Service is the only way to: • Analyse 80+ performance metrics of your call centre, including accessibility, customer service quality, and more. • Benchmark your organisation against five nominated councils every month. • Gain insights into quarterly and annual trends to track your call centre’s performance. All ACXPA Members enjoy a 10% discount on the service, and ACXPA Business Members also receive a $200 discount off our introductory report, making it even easier to access these exclusive insights and drive measurable improvements. Go beyond surface-level data—equip your team with the tools and intelligence to deliver efficient and effective customer experiences today!
Australian Contact Centre Quality Standards
The Latest Australian Councils Call Centre Leaderboards
Customer Experience LeaderboardAustralian Councils - Q3 20241st:Onkaparinga Council67.8%2nd:Frankston City Council63.6%3rd:Brisbane City Council61.9%Lowest:City of Casey48.6%Council Sector Average60.0%Call Centre Industry Average53.0%
Accessibility LeaderboardAustralian Councils - Q3 20241st:Monash Council96.9%2nd:Brisbane City Council86.4%3rd:Onkaparinga Council83.8%Lowest:City of Casey46.1%Council Sector Average78.1%Call Centre Industry Average67.4%
Customer Service Quality LeaderboardAustralian Councils - Q3 20241st:Onkaparinga Council61.0%2nd:City of Casey59.2%3rd:Stirling Council55.6%Lowest:Monash Council46.9%Council Sector Average54.4%Call Centre Industry Average51.1%
Average Wait Time LeaderboardAustralian Councils - Q3 20241st:Brisbane City Council00:142nd:Monash Council00:303rd:Onkaparinga Council00:50Longest:City of Casey06:19Council Sector Average02:10Call Centre Industry Average01:50
Australian Councils Q2 2024
Australian Councils Q1 2024
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