Special Rates for APCCAL Delegates for CCAS Symposium in Singapore

Contact Centre Association of Singapore is extending our invitation to all members of APCCAL to our 10th Annual Regional Symposium 2014! As APCCAL delegates, you get to enjoy special discounted rates!

Symposium Fees for 2 Days:

Overseas / Non-CCAS Member: SGD 950 per delegate

APCCAL Overseas: SGD 750 per delegate

APCCAL Overseas Group : SGD 680 per delegate (minimum of 5 pax)

CCAS Member: SGD 550 per delegate (from 16th July onwards)

Early Bird CCAS Member: SGD 440 per delegate (Valid until 15th July)

Terms & Conditions apply.

To register, click here & enter “APCCAL” as your designation to activate the special rates!

For more information or enquiries on the registration, please contact our Secretariat at +65-6CONTACT (+65-6266 8228) or email us at secretariat@ccas.org.sg

Terms & Conditions:
All confirmed registrations are not entitled to refunds or reversal in the event of any cancellations received (100% cancellation fee will be imposed). All rates do not include return airfare, accommodation, transportation and personal expenses.

Next Generation Outsourcing & Shared Services 2014

Chairman of Asia Pacific Contact Centre Leaders (APCCAL) Mr. Sidney Yuen is invited to give speech at the Outsourcing event from 16~19 September 2014 in Manila, Philippines. Please click Brochure – Next Generation Outsourcing & Shared Services 2014 for details and  enroll if you are interested.




APCCAL Expo 2014, Beijing – China

apccal expo 2014 beijing china

apccal expo 2014 beijing china


To lead the Contact Centre industry in Asia Pacific in helping members, governments, outsourcers, research firms, solution providers to enhance results through best practice knowledge sharing, award recognition and various collaborative initiatives.





APCCAL Conference & EXPO

28 to 30 Oct 2014, Liaoning Hotel, Beijing China

Key activities : Keynote, Panel Discussion, Contact Centre Technology and solutions Exhibition.

Participants : Around 1000 from China and overseas (Contact Centre Management Senior Executives, Contact Centre Technology in-charge, Education / Outsourcing practitioners, other  related industry professionals).



18:30 – 20:30 29 Oct 2014, Liaoning Hotel, Beijing China

Key activities

- Chinese Cultural and other Performance

- APCCAL Recognition Awards presentation

- Dinner and networking



Purpose: Promote Excellence, Mutual Learning and Networking, AND Operations Best Practice update and Innovation Sharing.

Participants: Around 120 (40 from overseas) in 3 groups

Enterprises to be visited

- Public Services (Private and Public Utilities)

- Private Sector (Banking, Insurance, Communications)

- Outsourcing, Education organisations

- Technology Enterprises

HKCCA Contact Centre International Symposium 2014 – The Next Centre

HKCCA has successfully held the Contact Centre International Symposium 2014 – The Next Centre from 18~19 March 2014 at Novotel Citygate Hong Kong and The Hong Kong Jockey Club. With the support from APCCAL, there were over 140 delegates from Hong Kong, Macau, Southern China, Singapore and Malaysia.

Please click https://www.facebook.com/secretariat.hkcca/photos to know more about the Symposium.


Hong Kong Call Centre Association (HKCCA) is proud to present the Contact Centre Symposium 2014 – The Next Centre. The Symposium will take place on 18 to 19 March 2014 in Novotel Citygate Hong Kong and The Hong Kong Jockey Club. The Symposium offers keynote presentations; high-level award-winning case studies; site tour; panel discussion and dinner event in Happy Valley where delegates can network with the industry gurus and enjoy horse-racing in one of the world famous race courses.

The Symposium features topics in the next generation of Customer Experience Management, People, Quality, social media Management; the technological trends and challenges in the instant future of our industry; the Hong Kong Contact Centre industry research findings as well as guidance for winning the next HKCCA awards. Please refer to the attached eDM or click http://www.hkcca.com/?r=active/page for more details. eDM_HKCCA Annual Symposium 2014Thank you!

HKCCA Awards 2013 – Awards Briefing Session

HKCCA Awards, now in their fourteenth year, aim to endorse best practice, reward innovation and promote excellence within the contact and call centre industry. These prestigious, well respected and sought-after awards recognise outstanding performance in corporate and individual levels throughout Hong Kong, Macau and Southern China will be officially launched with tips for winning. Come to the Event and learn how to win!!

eDM_HKCCA Awards 2013 Launch Briefing_EN

HKCCA’s Year of the Dragon

HKCCA’s Year of the Dragon

Another year slides away. As I enter into the Year of the Snake and look back on the Year of the Dragon, there were good times and things to savour and bad times and things I would rather forget both personally and on the HKCCA front. But there are always positives even in tough times and unpleasant situations. To build on strengths, let’s focus on the positives and see how we could do things better and wiser.

HKCCA Awards

Like in previous years, the HKCCA Awards filled up a significant part of the calendar. From the Awards launch; applications screening; written submission desktop reviews; mystery caller assessments; panel interviews and on-site assessments to production house selection; the Awards Presentation and Gala Ceremony, all those activities occupied much of the Association’s time and resources.

And for the first time, we committed to give each participant a feedback report on respective performance in the assessment process. So, 139 reports were prepared. Though the feedback could only be based upon information available to the judges from the written submissions and on-site assessments / panel interviews against criteria set for the respective categories, the response to receiving the reports from the participants was positive.

The 2012 Awards also brought about one major change in using a “forced ranking” approach in giving out the Awards. Unlike previously whereby participants reaching the pre-set thresholds would receive the Awards. With this approach, the number of gold, silver and bronze winners was restricted. The rationale behind such change was to enhance the competitiveness and the prestige of the Awards as well as giving the ultimate winners a stronger sense of achievement. The emotional tears of winning; the excitement of triumph and the look of disappointment of those who missed out on the Awards that we witnessed in the Awards Presentation reflect the Awards mean a lot to the participants.

The objectives of the HKCCA Awards are to recognize excellence; encourage participation and strive for continuous improvement. The 2012 Awards achieved the objectives in recognizing the best of the best and raising the standards of respective categories. Somehow the “forced ranking” discouraged some participation. It would be a challenge for us in the next Awards to get the right balance so as to achieve all 3 objectives.

HKCCA Executive Members toasted to guests in the Awards Presentation and Gala Ceremony

HKCCA Executive Members toasted to guests in the Awards Presentation and Gala Ceremony

Mystery Caller Assessment

The Mystery Caller Assessment Award category was introduced in 2010 and is getting more popular with the members. 14 companies participated in 2012 – the highest participation for a corporate category. The participants saw value in it because of its 6-month completion period with progress reports provided every 2 months. The level of Award was determined by the final result they had achieved. Each participating company was actually competing with its own performance rather than others.

The Award also gave special recognition to companies that achieved Gold award standard for 3 consecutive years. The highest score company in the Banking and Financial Institution sector received the Best-in-class accolade while the highest score participant among the 14 companies was presented with the Best of the Best recognition.

The Government SME Development Fund project

HKCCA was granted the SME Development Fund to implement the Person-to-Person (P2P) Telemarketing Code of Practice (CoP) Certification Scheme. This 18-month project was successfully completed in August 2012 with over 300 SME corporates and frontline agents benefited from the project.

The project itself carries a mission of enhancing the capability and image of the telemarketing industry in Hong Kong. Through providing a series of training courses to the frontline agents; seminars; media coverage; TV programme and the certification mechanism, the industry practitioners, SMEs in particular, learn the specific requirements of the CoP and the best practices in conducting their business in a lawful and effective manner.

Though we succeeded in achieving the project deliverables and protecting P2P telemarketing from legislation, we had had some challenges in the process of securing the SME telemarketers to commit to certification. Unlike subsiding them to participate in an award programme (which is a one-off thing), the certification scheme is an on-going commitment which they have to be re-certified every 12 months. A number of SME call centres actually withdrew from the scheme after registration stating that they were not yet ready for certification and some adopted a “wait-and-see” attitude. By the end of 2012, a total of 18 companies had been certified. 11 companies were re-certified, 5 companies passed the certification audit for the first time and 2 companies failed to retain the certified Telemarketer status.

While the SME Development Fund granted for the project had come to the end, HKCCA is committed to continue implementing the CoP and the certification scheme that helps cultivate a healthier environment for the SMEs and the overall telemarketing industry to grow and improve.

18 companies certified for the P2P Telemarketing Code of Practice

18 companies certified for the P2P Telemarketing Code of Practice

HKCCA’s Got Talent

This new competition used the idea of the America’s Got Talent show to uncover the contact centre professionals other potentials apart from their contact centre job related competency. It also created another platform to enhance inter-companies / centres interactions and cohesiveness.

The competition attracted entries from Hong Kong, Guangzhou and Macau that they exhibited their talent in singing, dancing and MC. The winners’ performance in the Gala Ceremony was so impressive that they already aroused a lot of interests in the next HKCCA’s Got Talent competition.

HKCCA talent performed in the Gala Dinner

HKCCA talent performed in the Gala Dinner











Study on Contact Centre Frontline Agents Health and Safety needs

The collaborative study with Occupational Safety and Health Council on contact centre frontline agents’ health and safety needs was completed in the year. 558 agents from 11 corporates participated in the study. 5 corporates also underwent on-site Environment Measurement and measure of sound level by KEMAR manikin.

The findings from the study provided useful information for the Council to enhance its services to the contact centre industry in occupational safety and health. HKCCA will work closely with the Council to launch seminars, education programmes and guidelines for the industry practitioners and help cultivate their workplaces to be more healthy, happy and safe.

Contact Centre Knowledge Enhancement tour to South Korea

While we had organized 5 local centre visits for members and overseas delegates, we also conducted the third overseas Contact Centre Knowledge Enhancement tour in 2012. This time we visited 5 contact centres in Seoul, South Korea.

The overseas centre tour was initiated in 2010. Since then we had visited contact centres in Malaysia, Singapore and South Korea. There were some similarities in those visits and there were unique learning from each of the centre visited ranging from people, customer and operations management to technology application. With the help from other APCCAL member associations, we will continue organizing overseas tour within the APCCAL network to enhance the contact centre knowledge of our members. Our next destination could be Thailand.

Asia Pacific Contact Centre Association Leaders (APCCAL)

HKCCA, as one of the 7 founding member associations in this Asia Pacific contact centre industry network, arranged representatives to attend the annual APCCAL Conference in Manila in Nov 2012. All 12 associations across Asia Pacific got together to discuss issues and select the APCCAL Chair Association, Secretariat as well as the host for the 2013 APCCAL EXPO.

APCCAL Leaders got together in Manila

APCCAL Leaders got together in Manila












We are delighted that HKCCA had been re-elected as the Chair Association and for the Secretariat role for a new term of two years – 2013 and 2014.

Sidney Yuen, the current APCCAL Chairman, who has been representing HKCCA in APCCAL, will continue his Chairman role to lead and take this Asia Pacific network to a new level. This is the recognition from Leaders who appreciate the work of HKCCA for APCCAL, in particular the successful APCCAL EXPO that HKCCA hosted in Hong Kong and Guangzhou in 2011.

Callcenter Industry Research Centre (CIRC) of South Korea was elected as the host for the 2013 APCCAL EXPO. The event will be held in Seoul, South Korea. It will feature Leaders’ Meeting, Contact Centre visits, Industry Conference and Exhibition, Gala Dinner and APCCAL Recognition Awards Presentation with performance by Gang-Nam Style and Girls’ Generations. HKCCA is planning to organize a delegation to South Korea to support the APCCAL Seoul EXPO.

APCCAL EXPO 2013 will be held in Seoul

APCCAL EXPO 2013 will be held in Seoul











New HKCCA Chairperson

The Year of the Dragon also welcome the new HKCCA Chairlady, Claudia Schlesinger on board.

Claudia is a dedicated BPO & Contact Centre professional who has over 18 years of experience in the industry. An Inspirational thought leader, respected pioneer with proven track record of success in international Contact Centre Operations, Human Resource Management and Finance Management across Asia Pacific region. Under her leadership, HKCCA will be inspired to offering better services and achieving greater results.

Looking Ahead

Looking ahead to the Year of the Snake, we are continuing to invest our time and effort in serving the industry and supporting members’ business growth as well as the well-being of individual practitioners.

The next key event will be the 2013 HKCCA Symposium which will take place on 28 Feb and 1 Mar 2013. The Symposium offers pre-conference site tours, keynote presentations, high-level case studies, golf and networking events. We do look forward to meeting most of our members and industry practitioners in the Symposium.

Rayland Chan
Executive Director
Hong Kong Call Centre Association

HKCCA’s Year of the Dragon

Greeting from HKCCA

Happy new year to all friends of HKCCA! Wish you a prosperous and happy 2013. This year, HKCCA will organize lots of activities to inspire excellence and continuous improvement within the Contact Centre industry in Hong Kong, Macau and China. For your early information, HKCCA Symposium 2013 will be held from 28 Feb to 1 Mar in Hong Kong which will include 2-day event and 2-day Winner showcase! Visit HKCCA official website www.hkcca.com for more updates.