Contact Centre Association of Malaysia (CCAM)

Our Vision/Mission


Association Achievements

Has worked in hand with the Government of Malaysia to shape the potential of the Outsourcing/Contact Centre industry in Malaysia and has created new directions for this industry to globalize and to become the next firm economic contributor to this country in the next few years.

About Us

Name of APCCAL Member Customer Relationship Management and Contact Centre Association of Malaysia (CCAM)
Address of APCCAL Member Part Level 1 (Ground Floor), Block B, Kompleks Pejabata Damansara, Jalan Dungun, Damansara Heights, 50490 Kuala Lumpur
Membership Profile 1) Associate members : 26
2) Ordinary members : 71
Country of Incorporation Malaysia
Date of Incorporation 7th April 1999
Name of Head of Member Byron J. Fernandez
Name of Alternate Representative Lily Lim
Member Association Email or
Member Association Contact + 603-2092 4618
Member Association Website

Country Profile

Country Malaysia
No. of seats in Country 40,000
Project Growth of Contact Centre 25%
Market Size (in $ term) US$1 billion and growing
Key Attractions / Strength of Country for Contact Centre Industry
Industry Profile (in % terms)
Primary Location Kuala Lumpur (major outsourcing location) / Penang / Malacca (minor location)
Industry Statistics 1) Avg Service Level Targets : N/A
2) Avg Call Abandon Rates :  N/A
3) Avg Cust Satisfaction Rate :  N/A
4) Avg Staff Satisfaction Rate :  N/A
5) Avg Staff Turnover (External) :  N/A
6) Avg Unplanned Leave Rate : N/A

Information updated on 1st November 2015