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Indonesia Contact CenterAssociation (ICCA)

Our Vision

Its form of notable Industry Contact Center with professional resource as part of National Development

Our Mission

Developing role of Indonesia contact center as service center that support economic growth, culture and social in south-east asia with forming the quality of preeminent human resources and competitiveness.

About Us

Name of APCCAL Member Indonesia Contact Center Association (ICCA)
Address of APCCAL Member Graha Seti, 2nd Floor, Jalan KH. Abdullah Syafeei Kav 19-20, Jakarta 12820
Membership Profile Platinum Member : 11
Gold Member : 68
Silver / Bronze Member : 42
Country of Incorporation Indonesia
Date of Incorporation 10-Jul-2003
Name of Head of Member Andi Anugrah, Chairman
Name of Alternate Representative Evi Riawati, Secretary
Tetty Indrawati, Treasury
Member Association Email andi@icca.co.id
Member Association Contact +62-21-8379-5599
Member Association Website www.icca.co.id

Country Profile

Country Indonesia
No. of agents in Country 140,000
Project Growth of Contact Centre 10% – 20%
Market Size (in $ term) US$950 million
Key Attractions / Strength of Country for Contact Centre Industry 1) Manpower : huge available workforce and affordable costs
2) Growing telecommunications infrastructure and broadband connectivity
3) Large number of Telephone subscribers about 150 million mobile subscribers and about 12 million fixed phone subscribers.
4) Growing contact center market including business process outsourcing market
Industry Profile (in % terms) 1) Inbound : 60%
2) Outbound : 30%
3) Blended : 10%
Primary Location Predominantly in Jakarta, Surabaya, Bandung, Semarang, Medan and surrounding Area.
Industry Statistics 1) Service Level Targets : 80% in 20 sec
2) Abandon Rate : 2%
3) First Contact Resolution Rate : 80%
4) Customer Satisfaction Index : 70%
5) Annual Turnover Rate : 35%
6) Avg Unplanned Leave Rate : 5%

Information updated on 2 July, 2015