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.
Hong Kong Call Centre Association (HKCCA)
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
- Contact Centre Association of Malaysia
- Contact Centre Association of Philippine
- Contact Centre Association of Singapore
- Contact Centre Industry Association of Thailand
- Contact Centre Management Association
- Callcentre Industry Information Centre
- China Call Certre and CRM Association
- Indonesia Contact Centre Association
- Taiwan Call Centre Development Association
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.