Hong Kong Call Centre Association (HKCCA)

Our Vision/Mission

HKCCA is a non-profit organisation representing the entire on-line customer service and interaction in Hong Kong. We invite all companies and organisations that engage in on-line customer interaction to join the association for promoting the well being of the industry. We are committed to improving customer satisfaction by supporting members in continuous quality improvement and productivity growth in contact centres and online customer interaction

Association Achievements

Successfully held the industry's most credible annual HKCCA Awards for eight consecutive years

About Us

Name of APCCAL Member	Hong Kong Call Centre Association (HKCCA)
Address of APCCAL Member	P. O. Box 30993, Causeway Bay Post Office, Hong Kong
Membership Profile	1) Call Centres : 51
	2) Call Centre practitioners : 16
	3) Vendors : 5
Country of Incorporation	Hong Kong Special Administration Region, China
Date of Incorporation	September 1999
Name of Head of Member	Mr Sidney Yuen, Chairman
Name of Alternate Representative	Mr John Chiu, Vice Chairman
Member Association Email	secretariat@hkcca.com
Member Association Contact	+ 852-2577-2289
Member Association Website	www.hkcca.com

Country Profile

Country	Hong Kong, China
No. of seats in Country	16,000
Project Growth of Contact Centre	10%
Market Size (in $ term)	Approx HK$4 billion
Key Attractions / Strength of Country for Contact Centre Industry	1) Knowledge base for Greater China, with years of experience developing call centres for leading International and Asian brands
	2) Well educated and language proficient workforce
	3) Freest economy in the world.   Efficient market place with world-class communications infrastructure
	4) Availability of Seasoned leaders in the customer service and contact centre professions
	5) Strong governance structure
Industry Profile (in % terms)	1) Inbound : Approx 60%
	2) Outbound : Approx 40%
	3) Blended : N/A
Primary Location	Hong Kong, Macau and Southern China
Industry Statistics	1) Avg Service Level Targets : N/A
	2) Avg Call Abandon Rates :  N/A
	3) Avg Cust Satisfaction Rate :  N/A
	4) Avg Staff Satisfaction Rate :  N/A
	5) Avg Staff Turnover (External) :  N/A
	6) Avg Unplanned Leave Rate : N/A

Information updated on 5th February 2008