Relatório de Melhores Práticas da Austrália Contact Centre de 2026 – Principais Indicadores de Desempenho

How does your contact centre compare?

This session explores the KPI benchmarks from the 2026 Australian Contact Centre Best Practice Report, covering average speed of answer, abandonment rates, average handle time, and grade of service across the Australian industry. The data reveals significant variation between sectors, with some industries consistently outperforming and others struggling across nearly every metric.

There is also a meaningful gap between the metrics leaders say matter most and the ones that actually drive day-to-day decisions. Customer feedback measures like CSAT and NPS are rated as the most important indicators, yet many operations are not translating that data into consistent action. Meanwhile, the industry continues to set targets, particularly around grade of service, that a majority of contact centres are not hitting.

Synchronous and asynchronous channels also tell very different stories when it comes to measurement maturity, and the gap between what is being tracked and what could be tracked is significant. This session gives you the benchmarks, the context behind the numbers, and a practical frame for thinking about whether your current KPI set is actually driving the outcomes you need.

Why You Should Watch