Indonesia Contact Centre Association (ICCA)

Our Vision

Its form of notable Industry Contact Centre with Enableness of Professional resource as part of National Development

Our Mission

Developing role of Indonesia centre contact as service centre that support economic growth, culture and social in Asia south-east with forming the quality of preeminent human resources and competitiveness.

About Us

Name of APCCAL Member	Indonesia Contact Centre Association (ICCA)
Address of APCCAL Member	Wisma Indomobil 8th Floor, Jalan Letjen Mt.Haryono Kav.8 Jarkarta 13330
Membership Profile	1) Contact Centre / Organization : 14
	2) Contact Centre practitioners : 279
	3) Vendors / suppliers : 5
Country of Incorporation	Indonesia
Date of Incorporation	10-Jul-2003
Name of Head of Member	Andi Anugrah,Chairman
Name of Alternate Representative	Nanan D. Machdi, Secretary
Member Association Email	andi@telexindo.com
Member Association Contact	+62-21-5798-3727
Member Association Website	www.icca.web.id

Country Profile

Country	Indonesia
No. of seats in Country	15,500
Project Growth of Contact Centre	20% - 25%
Market Size (in $ term)	US$25.8 million
Key Attractions / Strength of Country for Contact Centre Industry	1) Manpower : huge available workforce and lower costs
	2) Growing telecommunications infrastructure and broadband connectivity
	3) Large number of Telephone subscribers about 80 million mobile subscribers and about 12 million fixed phone subscribers.
	4) Growing contact center market including business process outsourcing market
Industry Profile (in % terms)	1) Inbound : 60%
	2) Outbound : 30%
	3) Blended : 10%
Primary Location	Predominantly in Jakarta and surrounding Area
Industry Statistics	1) Avg Service Level Targets : 80% in 20 sec
	2) Avg Call Abandon Rates : 7%
	3) Avg Cust Satisfaction Rate : 65%
	4) Avg Staff Satisfaction Rate : 65%
	5) Avg Staff Turnover (External) : 35%
	6) Avg Unplanned Leave Rate : 5%

Information updated on 5th February 2008