China Call Center & CRM Association (CNCCA)

Our Vision/Mission

Bridge between its members and the government, committed to improve customer
satisfaction by supporting members in continuous quality enhancement and productivity
growth of contact centre operations in China

Association Achievements

1) As the only nationwide association, CNCCA plays its role as industry leader and platform; serves more than 95% of total industry vendor/suppliers, service providers and operators within mainland China
2) Through various meetings, conferences and annual awards, CNCCA effectively established industry communication platform for its members
3) Active communication with other country associations, expand the scope for its members

About Us

Name of APCCAL Member	China Call Center & CRM Association (CNCCA)
Address of APCCAL Member	2nd Floor, No.15 Cuiwei Zhongli, Haidian District, Beijing China 100036
Membership Profile	1) CC & practitioners : 440
	2) vendors / supplier : 80
Country of Incorporation	PR China
Date of Incorporation	2005
Name of Head of Member	Mike Mi
Name of Alternate Representative	Sabrina Xi Man
Member Association Email	mihuibo@yahoo.com, xi.man@fesco.com.cn
Member Association Contact	+ 86 -13901388533 or + 86 -13910816605
Member Association Website	www.cn-cca.org.cn

Country Profile

Country	PR. China
No. of seats in Country	264,000
Project Growth of Contact Centre	34%
Market Size (in $ term)	US$4.2 billion
Key Attractions / Strength of Country for Contact Centre Industry	1) Fast Growth Industry with huge potential
	2) favaroble Governmental policy
	3) Huge competitive labor force pool
Industry Profile (in % terms)	1) Inbound : 70%
	2) Outbound : 25%
	3) Blended : 5%
Primary Location	Beijing, Shanghai, Dalian, Guangdong, Chengdu
Industry Statistics	1) Avg Service Level Targets : 80% in 20 seconds
	2) Avg Call Abandon Rates : 10%
	3) Avg Cust Satisfaction Rate :90%
	4) Avg Staff Satisfaction Rate : N/A
	5) Avg Staff Turnover (External) :15%
	6) Avg Unplanned Leave Rate : N/A

Information updated on 5th February 2008