Taiwan Call Center Development Association (TCCDA)

Our Vision

- Experience Sharing
- Expertise Learning
- Employee Training
- Event Discussion/Reporting

Our Mission

We make a sharing environment, to discuss the people, process and technology, for Call Center Managers and related co-workers to improve Service Quality and Operation Efficiency of Call Centers

Association Achievements

1. TCCDA make a sharing environment, to discuss the people, process and technology, for Call Center Managers and related co-workers to improve Service Quality and Operation Efficiency of Call Centers
2. TCCDA build the relationship with worldwide call center associations, and provide the opportunities to learn their successful experiences for Taiwan contact center managers & vendors
3. TCCDA is the only contact window with Government to improve Taiwan call center industry qualities

About Us

Name of APCCAL Member	Taiwan Call Center Development Association (TCCDA)
Address of APCCAL Member	7F., No.57 , Dongsing Rd., Sinyi Direct, Taipei City 110, Taiwan, R.O.C
Membership Profile	1) Company : 230
	2) Individual : 70
	3) Vendor : 110
Country of Incorporation	Taiwan, R.O.C
Date of Incorporation	7-Mar-2002
Name of Head of Member	Chiou Dengsong
Name of Alternate Representative	Samuel Yuan
Member Association Email	tccda@tccda.org.tw
Member Association Contact	+886-2-8768-1131
Member Association Website	http://www.tccda.org.tw/

 

Country Profile

Country	Taiwan
No. of seats in Country	Approx 27,000 seats
Project Growth of Contact Centre	5%
Market Size (in $ term)	Approx NT$324 millon
Key Attractions / Strength of Country for Contact Centre Industry	1) Taiwan has advantage elements and conditions to develop science & technology industry, and which support Taiwan's economy
	2) Mature Contact Center people & process managing know-how
	3) Successful Quality Assurance methodology
	4) Experienced forerunner to transfer contact center from cost center to profit center
Industry Profile (in % terms)	1) Inbound : 60%
	2) Outbound : 30%
	3) Blended : 10%
Primary Location	Taipei, northern Taiwan
Industry Statistics	1) Avg Service Level Targets :     Regular： 83% in 24 sec     VIP：80% in 20 sec
	2) Avg Call Abandon Rates : 80% within 5 sec
	3) Avg Cust Satisfaction Rate : N/A
	4) Avg Staff Satisfaction Rate : N/A
	5) Avg Staff Turnover (External) : (a) Regular staff：CSR-14%,TSR-4% (b) Outsourcing：CSR-18%,TSR-11% (c) Part-timer：CSR-29%,TSR-33%
	6) Avg Unplanned Leave Rate : (a) Operation scale：53% Call Center have expansion plan in next 2 years (b) Multi-site：11% Call Center have expansion plan in next 2 years (c) Technology budget：56% Call Center have expansion plan in next 2 years

 

Information updated on 5th February 2008