Contact Centre Association of Singapore (CCAS)

CCAS logo (HD)

Our Vision

To deliver value and reach of enterprise-wide customer experience in the contact centre industry through Thought Leadership, Education and Research

Our Mission

To develop the awareness and professionalism of the contact centre industry in Singapore through Networking, Education and Research

Association Achievements

1) 1st in Asia Pacific to organise Regional Contact Centre Awards for 3 consecutive years from 2004 to 2006
2) 1st in Asia Pacific to organise CCAS Regional Benchmarking Study and Symposium in 2006
3) 1st in Asia Pacific to organise CCAS International Contact Centre Awards in 2007
4) 1st to chair APCCAL in 2008
5) Hosted the 8th APCCAL EXPO 2015 in Singapore for the first time over 3 days

About Us

Name of APCCAL Member Contact Centre Association of Singapore (CCAS)
Address of APCCAL Member 55 Market Street, #10-00, Singapore 048941
Membership Profile 1) Contact Centre & practitioners : 70%
2) Vendors & suppliers : 30%
Country of Incorporation Singapore
Date of Incorporation  24-03-2005
Name of Head of Member Kenneth Chong, Chairman
Name of Alternate Representative Gina Caranguian, Manager, Secretariat
Member Association Email
Member Association Contact +65 6266 8228 (Tel)
Member Association Website

Country Profile

Country Singapore
No. of seats in Country 10,000
Project Growth of Contact Centre Approx 1%
Market Size (in $ term) Approx US$40.7 million per annum
Key Attractions / Strength of Country for Contact Centre Industry 1) Quality Manpower : Multilingual and multicultural workforce, good service standards and open manpower policies
2) Robust infrastructure : telecommunications, broadband connectivity, electricity, transportation and others
3) IP Laws and Personal Data Protection Act
4) Political stability
Industry Profile (in % terms) 1) Inbound : 40%
2) Outbound : 21%
3) Blended : 39%
Primary Location Predominantly in the Business District Fringe
Industry Statistics 1) Avg Service Level Targets : NA
2) Avg Call Abandon Rates : NA
3) Avg Cust Satisfaction Rate : NA
4) Avg Staff Satisfaction Rate : NA
5) Avg Staff Turnover (External) : NA
6) Avg Unplanned Leave Rate : NA

Information updated on 6 January 2016