Hong Kong Call Centre Association
Hong Kong Call Centre Association (HKCCA)
Hong Kong Call Centre Association (HKCCA) was formed by a group of call centre users in September 1999. The association has a mission to help local organizations improve their customer service by deploying the best management practices and latest technologies. It aims to promote excellence in three main areas: Process Improvement, People Management and Technology.
HKCCA has come a long way in serving the contact centre industry in the last 16 years. Achievements include organizing industry seminars, hosting the annual Contact Centre Symposium; conducting the Contact Centre Industry Research; developing the Code of Practice and Certification scheme for Person-to-Person direct marketing calls, and voicing out views and concerns on behalf of the industry on key issues.
As one of the founding members of the Asia Pacific Contact Centre Association Leaders (APCCAL) network, of which 11 Asia Pacific countries and city states are represented, HKCCA successfully held the 4th APCCAL EXPO in Hong Kong and Guangzhou in 2011 and being elected as the Chair Association from 2010 to 2014 as well as the Secretariat of the APCCAL network since 2010.
HKCCA has played an important role in putting Hong Kong at the forefront of contact centre management; technology application, as well as customer service excellence. The Association is committed to continue its contribution to the effective development of APCCAL, and further enhance Hong Kong’s status as an ideal city for service, business and leisure through contact centres.
HKCCA Distinctive Milestones
1999 Hong Kong Call Centre Association (HKCCA) was established by a group call centre users and practitioners with the mission to help local contact center organizations improve customer services by deploying best practices in management of people, processes and effective use of technologies.
Hong Kong Call Centre Awards was launched to recognize the industry excellence.
HKCCA Portal was launched to facilitate on-line information exchange with members and partner associations.
Call centre site visits were organized to encourage best practices sharing and member networking.
Collaboration agreement was established with Call Centre Association of Malaysia, Call Centre Management Association of Ireland, Association of Call Centres & Outsourcing – Pakistan, China Call Certre and CRM Association, Taiwan Call Centre Development Association, Call Centre Association of Singapore.
HKCCA conducted the first Call Centre industry research.
HKCCA launched the first Regional Call Centre Awards with Call Centre Associations from Singapore, Malaysia and Thailand.
HKCCA Awards extended the award categories to cover both corporate and individual level.
HKCCA brought in international professional certification programmes for members in CIAC Certification and LCCI accredited Certificate in Contact Centre Professional Skills.
HKCCA launched its own training service to offer open and tailor-made contact centre skills training courses for member companies.
HKCCA jointly established Asia Pacific Contact Centre Association Leaders (APCCAL) with:
Australian Teleservices Association Limited (ATA)
Contact Centre Association of Malaysia (CCAM)
Contact Centre Association of Philippine (CCAP)
Contact Centre Association of Singapore (CCAS)
Contact Centre Industry Association of Thailand (CCIA)
Contact Centre Management Association (CCMA)
Callcentre Industry Information Centre (CIRC)
China Call Certre and CRM Association (CNCCA)
Indonesia Contact Centre Association (ICCA)
Taiwan Call Centre Development Association (TCCDA)
HKCCA celebrates its 10th anniversary of service to members and contributions to the industry.
HKCCA was awarded the right to host the Asia Pacific Contact Centre Association Leaders (APCCAL) EXPO 2011.
HKCCA successfully applied for the HKSAR Government’s SME Development Fund to carry out the “Implementation of Code of Practice for Hong Kong Telemarketing Industry” project.
HKCCA website was revamped to better serve members and contact centre industry practitioners.
Person-to-Person Telemarketing Code of Practice Certification Scheme was launched.
Collaborated with Hong Kong Occupational Safety and Health Council to conduct a study on health and safety needs of contact centre frontline agents in Hong Kong.
Asia Pacific Contact Centre Association Leaders (APCCAL) EXPO 2011 was successfully held.
The first batch of 13 companies practicing Person-to-Person Telemarketing Code of Practice were successfully certified.
HKCCA signed a Memorandum of Understanding with Incheon Metropolitan City Government to promote and contribute to the development of Global Contact Centre Industry in Incheon and Hong Kong.
HKCCA celebrates the 15th Anniversary in serving the industry and launched an Industry Research.
HKCCA was selected as the Secretariat for Asia Pacific Contact Centre Association Leaders (APCCAL).
APCCAL selected Hong Kong for its official registration
HKCCA was awarded the hosting right for the APCCAL EXPO 2016
Hong Kong Contact Centre Industry Research was completed and the result was released.