email secretariat@apccal.com
Contact Centre Association of Singapore (CCAS)
Our Vision
To deliver value and reach of enterprise-wide customer experience in the contact centre industry through Thought Leadership, Education and Research
Our Mission
To develop the awareness and professionalism of the contact centre industry in Singapore through Networking, Education and Research
Association Achievements
1) 1st in Asia Pacific to organise Regional
Contact Centre Awards for 3 consecutive years from 2004 to 2006
2) 1st in Asia Pacific to organise CCAS Regional Benchmarking Study
and Symposium in 2006
3) 1st in Asia Pacific to organise CCAS International Contact Centre
Awards in 2007
4) 1st to chair APCCAL in 2008
About Us
| Name of APCCAL Member | Contact Centre Association of Singapore (CCAS) |
| Address of APCCAL Member | 100A Eu Tong Sen Street, #07-02A Pearls Centre Office Podium, Singapore 059813 |
| Membership Profile | 1) Contact Centre & practitioners : 363 |
| 2) Vendors & suppliers : 13 | |
| Country of Incorporation | Singapore |
| Date of Incorporation | 16 March 1999 |
| Name of Head of Member | Sam Haggag, Chairman |
| Name of Alternate Representative | Jacqueline Pang, Executive Director |
| Member Association Email | secretariat@ccas.org.sg or jacqueline@ccas.org.sg |
| Member Association Contact | +65 6266 8228 (Tel) |
| Member Association Website | www.ccas.org.sg |
Country Profile
| Country | Singapore |
| No. of seats in Country | 18,000 |
| Project Growth of Contact Centre | 15% - 25% |
| Market Size (in $ term) | Approx US$40.7 million |
| Key Attractions / Strength of Country for Contact Centre Industry | 1) Quality Manpower : Multilingual and multicultural workforce, good service standards and open manpower policies |
| 2) Robust infrastructure : telecommunications, broadband connectivity, electricity, transportation and others | |
| 3) IP Laws | |
| 4) Political stability | |
| Industry Profile (in % terms) | 1) Inbound : 40% |
| 2) Outbound : 21% | |
| 3) Blended : 39% | |
| Primary Location | Predominantly in the Central Business District and East part of Singapore eg. Tampines, Chai Chee |
| Industry Statistics | 1) Avg Service Level Targets : 84% |
| 2) Avg Call Abandon Rates : 5% | |
| 3) Avg Cust Satisfaction Rate : 64% | |
| 4) Avg Staff Satisfaction Rate : 75% | |
| 5) Avg Staff Turnover (External) : 19% | |
| 6) Avg Unplanned Leave Rate : 3% |
Information updated on 5th February 2008