Contact Centre Management Association (CCMA)

Our Vision

The CCMA is to provide a forum where contact centre professionals can interact with their peers locally, nationally and as part of an international network of associations.

Our Mission

The CCMA is a not for profit member association leading industry networking, career development and recognition of contact centre professionals in Australia, Asia-Pacific and the World.  We strive for professional customer / contact excellence and value our member base to ensure their collective achievements, innovations, and work in the industry is shared and continual improvement gained through the events, and knowledge sharing carried out through a number of relevant and effective mediums

About Us

Name of APCCAL Member	Customer Contact Management Association (CCMA)
Address of APCCAL Member	GPO 1552, Melbourne, Victoria, Australia 3001
Membership Profile	Corporate member : 464 Practitioners : 608 Vendors & Supplier : 110
Country of Incorporation	Australia
Date of Incorporation	June 1996
Name of Head of Member	Anita Bowtell - President
Name of Alternate Representative	Ben Oxford - Marketing and Communications
Member Association Email	president@ccma.asn.au  or marketing@ccma.asn.au
Member Association Contact	1300 301 390 or 041 980 1916
Member Association Website	www.ccma.asn.au

Country Profile

Country	Australia
No. of seats in Country	Approx 220,000
Project Growth of Contact Centre	Growth in Agents 8%, Growth in work volumes 12%
Market Size (in $ term)	Approx A$15 billion
Key Attractions / Strength of Country for Contact Centre Industry	1) Highly Skilled workforce including mutilingual
	2) Mature market with strong Contact Centre Managemnt
	3) Strong and variable technoogy and telephony platforms
	4) Ideally placed for "follow the sun" concept to service Nth American and European markets
	5) Stable political and economic enviorment
Industry Profile (in % terms)	1) Inbound : 70%
	2) Outbound : 7%
	3) Blended : 23%
Primary Location	40% in NSW, 22% in Queensland, 20% in Victoria, 8% in Western Austraia, 8% in South Australia with the remaining 2% Tasmania and the ACT
Industry Statistics	1) Avg Service Level Targets : 80% in 20seconds
	2) Avg Call Abandon Rates : 3.8%
	3) Avg Cust Satisfaction Rate : 86%
	4) Avg Staff Satisfaction Rate : 82%
	5) Avg Staff Turnover (External) : 8% (Internal is 10%)
	6) Avg Unplanned Leave Rate : 5%

Information updated on 24th March 2008