What Hong Kong Call Centre Association does

Hong Kong Call Centre Association (HKCCA) is a non-profit industry association incorporated as Call Centre Association Limited, founded in 1999 and headquartered at Unit 1-5, 20/F., Midas Plaza, 1 Tai Yau Street, San Po Kong, Kowloon, Hong Kong. It represents and develops best practices for the online customer service and contact centre industry across Hong Kong, Macau and Southern China, and rebranded from the Hong Kong Call Centre Association to the Hong Kong Customer Contact Association in 2019 to reflect its broader digital remit. The association operates with a small secretariat of 1-10 employees and is governed by an elected Executive Committee; as of the 2023 AGM on 14 March 2024, Mr Chapman Lam serves as Chairman for the 2024-2026 term, with Mr Rayland Chan as Executive Director. Membership stands at over 450 individuals and corporate members, including global contact-centre vendors such as Genesys, Verint, Avaya, Nice, Creative Virtual and ITAPPS alongside regional operators.

The association does not build or sell proprietary technology products. Its offerings are programmes and convening assets: corporate and vendor membership tiers, the annual HKCCA Awards (running yearly since at least 2015), the Mystery Customer Assessment (MCA) Award run with the Hong Kong Quality Assurance Agency, the annual Symposium series, networking and training seminars, and the Person-to-Person Telemarketing Code of Practice Certification Scheme developed with the Office of the Communications Authority (effective 1 July 2010, with audit-based certification since 2011). It also engages with the Commerce and Economic Development Bureau on regulatory matters, submitting periodic complaints and opt-out data, and partners with the Social Innovation and Entrepreneurship Development Fund to deliver the Multicultural Dream Pursuit Project for ethnic minorities.

HKCCA is funded primarily through membership fees and corporate sponsorship; its revenue is not publicly disclosed. The 2025 CC-APAC EXPO scheduled 4-7 November across Hong Kong and Shenzhen, and the AI-focused 2024 Symposium "Mind the GaP – GPT and People," indicate a strategic effort to expand the association's regional footprint and to reposition around AI-in-customer-contact as a thought-leadership vertical. As a non-profit, the association has no external investors, no parent entity, and no disclosed funding rounds; growth is driven by member acquisition, event sponsorship and government-backed projects rather than capital raising.

Name

Hong Kong Call Centre Association

Legal name

Call Centre Association Limited

Website

https://hkcca.com

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

1–10 employees

Short description

Hong Kong Call Centre Association (HKCCA) is a non-profit industry association, founded 1999, representing the online customer service and contact centre industry across Hong Kong, Macau and Southern China with 450-plus members, awards, training, advocacy, and the Person-to-Person Telemarketing Code of Practice Certification Scheme.

Ownership category

akta.pro rank

Headquarters

HQ city

San Po Kong, Kowloon

HQ country

Hong Kong SAR China

HQ region

Asia

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Others

Revenue model

1. Membership fees: HKCCA operates as a non-profit organization representing the online customer service and contact centre industry. The association is funded through membership fees from individuals and corporate members in Hong Kong and Southern China.

Go-to-market motion1 record

Distribution channels2 records

Marketing channels5 records

Core offering

HKCCA is a non-profit industry association that represents and develops best practices for the online customer service and contact centre industry across Hong Kong, Macau, and Southern China. It offers membership programs (Corporate and Vendor categories), the annual HKCCA Awards and Mystery Customer Assessment Awards, industry symposia, Code of Practice certification for Person-to-Person Telemarketing, networking events, training seminars, and social inclusion initiatives including the SIE Fund project for ethnic minorities.

Product overview

Hong Kong Call Centre Association (HKCCA) is a not-for-profit industry association representing the online customer service and contact centre industry in Hong Kong, Macau, and Southern China. The association offers membership programs (Corporate and Vendor categories), industry awards (HKCCA Award), Mystery Customer Assessment (MCA) Award, annual symposia, Code of Practice certification for Person-to-Person Telemarketing, networking events, and training initiatives. HKCCA does not offer a technology product; rather, it provides industry advocacy, best practice development, benchmarking studies, awards competitions, and training seminars to support contact centre professionals.

Differentiator

Problem solved

Functional benefit

Products and services

• HKCCA Corporate and Vendor Membership

Named customers5 records

Segments2 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

Nine partnerships are on record, tiered core and minor.

• Hong Kong Quality Assurance Agency (HKQAA)coreStrategic or Co-development PartnerHKQAA partners with HKCCA for annual Mystery Customer Assessment Awards, serving as an independent market research body to conduct assessments of customer service quality across phone, face-to-face, and online platforms. HKQAA also assists with market research projects to understand contact centre industry requirements.
• Office of the Communications Authority (OFCA)coreStrategic or Co-development PartnerHKCCA developed the Person-to-Person Telemarketing Code of Practice with support from OFCA. The CoP has been effective since 1 July 2010 with a certification mechanism including independent audit since 2011.
• Commerce and Economic Development Bureau (CEDB)coreStrategic or Co-development PartnerHKCCA engages with CEDB on regulatory matters including telemarketing regulation. The association reports figures including complaints and opt-outs received from members twice annually to CEDB.
• Social Innovation and Entrepreneurship Development Fund (SIE Fund)coreStrategic or Co-development PartnerGovernment fund supporting HKCCA's SIE Project for providing contact centre training and employment opportunities for Ethnic Minorities in Hong Kong, with the aim of integrating them into the contact centre industry.
• Continuous Technologies International LimitedminorStrategic or Co-development PartnerCorporate sponsor for HKCCA's SIE Fund project, providing five contact centre positions with initial setup and two years of technical support service for ethnic minority training program.
• Caritas Community Centre - KowloonminorStrategic or Co-development PartnerPartner for Career and Life Planning Project for Non-Chinese Speaking students, organizing job shadowing programs in contact centres.
• Hong Kong Broadband Network LimitedminorStrategic or Co-development PartnerCorporate host for ethnic minority student job shadowing events organized by HKCCA.
• CLP Power Hong Kong LimitedminorStrategic or Co-development PartnerCorporate partner hosting mentorship sessions for Multicultural Dream Pursuit Project (MDPP) organized by HKCCA.
• DBS Bank (Hong Kong) LimitedminorStrategic or Co-development PartnerCorporate partner hosting mentorship sessions for Multicultural Dream Pursuit Project (MDPP) organized by HKCCA.

Scale indicators3 records

Recent moves7 records

Expansion highlights5 records

Others

• Hong Kong Quality Assurance Agency (HKQAA): Independent Hong Kong certification body that partners with HKCCA on the Mystery Customer Assessment Awards and industry research. Comparable as a standards/certification partner rather than a competitor; included as an ecosystem participant HKCCA relies on.
• Hong Kong Productivity Council (HKPC): Hong Kong statutory body that supports industry productivity, training, and digital transformation initiatives. Comparable as a quasi-governmental training/standards body in Hong Kong that occasionally intersects with HKCCA's workforce development agenda.

Regional players

• Customer Service Institute of Australia (CSIA): Australian professional body for customer service and contact-centre practitioners, running certifications and awards. Comparable in mission and structure, but operates primarily in Australia rather than competing directly in HK/Southern China.
• UK Contact Centre Forum: UK-based membership community for contact-centre leaders, focused on networking, benchmarking, and awards. Comparable as a country-level industry association but geographically separate from HKCCA's APAC footprint.
• Outsourcing Industry Committee, China Association of Trade in Services: China-based industry body representing the BPO/outsourcing sector across mainland China. Comparable as a national contact-centre/outsourcing association, but primarily mainland-focused rather than Hong Kong-anchored like HKCCA.

Direct peers

• International Customer Management Institute (ICMI): US-headquartered global association and training/certification body for contact-centre and customer-experience leaders. Directly comparable in mission (industry standards, training, awards) but operates as a global/international platform rather than a single-country association.
• Contact Center Association of the Philippines (CCAP): National industry association for the contact-centre/BPO sector in the Philippines, the largest English-language outsourcing hub in Asia. Directly comparable as a membership body representing contact-centre operators and vendors, running awards, training, and advocacy — the closest geographic peer to HKCCA.
• Asia Pacific Customer Service Association (APCSC): Regional customer-service excellence body covering the APAC region. Directly comparable as a customer-service standards and awards organization that convenes practitioners across markets including Hong Kong, with overlapping symposia and benchmarking programs.
• Contact Centre World: Global community for contact-centre professionals running awards, conferences, and ranking programs across regions including APAC. Directly comparable in its contact-centre awards and community function, and a competitor for HKCCA's regional recognition events.
• Customer Contact Week (CCW): Conference and community platform for customer-contact executives, producing flagship events and awards (CCW Excellence Awards). Directly comparable as a contact-centre community organizer with symposia, awards, and benchmarking — but event/commercial rather than non-profit.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights5 records

Customer concentration

• YouTubeyoutube.com/@hkcca6462
• Facebookfacebook.com/secretariat.hkcca
• LinkedInlinkedin.com/company/hong-kong-call-centre-association

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Hong Kong Call Centre Association