ABOUT industry associations

To ensure our Global Contact Centre Benchmarking Report is truly representative from an industry and regional perspective, Dimension Data works closely with many contact centre industry associations to promote participation in its annual Benchmarking Survey.  These include:

CallNet.ch is a Swiss contact centre association that believes that conversations with clients are top of the priority list for most companies.  This is why professional and competent social skills are needed to successfully maintain client’s long term.   The association's main goals include encouraging communication within the industry, providing suitable channels and mediums and making a contribution to the development and strengthening of the Swiss contact centre industry.
For more information, go to www.callnet.ch

CCA is the professional body for customer contact centres, whose overall aim is to promote professionalism and best practice. With over 820 organisations currently subscribed to CCA membership services, this equates to 4,500 senior practitioners, employing between 30%-40% of the total contact centre population in the UK.
For more information, go to www.cca.org.uk

CCAP is the contact centre association of the Phillipines.  It is an organisation of outsourced contact centre service providers and has grown its membership to almost 30 members since its inception in 2001.  CCAP represent operational excellence and are committed to promoting the Phillipines as the number one choice for outsourced contact centre services.  This association is proud of its innovative delivery of excellent service and the people who deliver it.
For more information, go to www.ccap.ph

The Contact Centre Association of Singapore (CCAS) is a non-profit organisation whose primary focus is the development of skills within and knowledge of the contact centre industry and maintenance of professional standards.  Since its inception in 1988, CCAS has been continuing to build a vibrant community of professionals and excellent contact centres in Singapore.
For more information, go to www.ccas.org.sg

The Customer Care Institute is an international resource organisation for customer care professionals.  The institute conducts and monitors research on customer care issues, identifies emerging trends, organises Best Practice Forums and workshops and publishes the Customer Care Update and Customer Care Network News.  Over 6,000 Customer Care professionals have joined the Institute.
For more information, go to www.customercare.com

The Customer Contact Management Association of Australia (CCMA) provides a forum where contact centre professionals can interact with their peers locally, nationally and as part of an international network of associations. The association always strives to provide a professional, responsive voice in this ever-growing industry and actively promotes the recognition of the contact centre industry.
For more information, go to www.ccma.asn.au

Contactcentres.be is an association run by volunteer industry professionals wanting to promote delivery of best practice and professionalism within the contact centre industry.  As the professional body for call and contact centres in Belgium, the association have the full support of Agoria, a multisector federation representing companies across various industries.   In existence since 2004, contactcentres.be is about knowledge sharing and has many relationships with contact centre organisations across Europe as well as being an active member of ECCCO.
For more information, go to www.contactcentres.be

ContactinGauteng is the BPO&O contact centre industry association for Gauteng, South Africa.  This association is the platform focused on uniting the local industry via delivery vehicles that offer networking, learning and the exchange of idea.  ContactinGauteng is focused on lifting and maintaining the growth and service offering to local and international clients and end users.   It also regularly facilitates events with local and international experts.
For more information, go to www.contactingauteng.co.za

CallingtheCape was founded in 2001 to promote and develop BPO&) industry in Cape Town (and the Western Cape), with a strong initial focus on contact centres. It operates both as a specialist investment promotion agency for business process outsourcing (including call centres) and as a regional trade association and networking body for the industry.

The mandate of CallingtheCape is to create jobs. It does this by raising awareness of the industry's potential internationally and thus attracting new investments, and by helping to create an enabling environment for investments to thrive and grow - developing the skills base, supporting SMEs, and providing linkage to national and regional government to ensure the implementation of pro-growth policies.
For more information, go to www.callingthecape.org

The Hong Kong Call Centre Association (CCA) was formed by a group of contact centre users in September 1999. The association's mission is to help local organisations improve their customer service by deploying best management practices and the latest technologies. It aims to promote excellence in three main areas: process improvement, people management and technology.

The HK CCA has grown to include over 150 individuals and corporate members in both Hong Kong and Southern China and supports its members through annual benchmarking studies, site visits, awards competitions, training seminars, speakers and many social events.
For more information, go to www.hkcca.com

The European Confederation of Contact Centre Organisations (ECCCO) is a non-profit organisation that promotes the interests and needs of the European contact centre industry.   It brings together all European national associations and organisations and encourages free and frank information exchange on issues related to contact centre services.    Its major aims are to:

- Promote the exchange of knowledge and information.

- Promote the profession and recognition of contact centre management.

- Provide representation to regulatory bodies.

- Act as a collective to influence the appropriate legislative bodies.

- Provide information and education to its members.

- Promote cooperation among its members.

- Develop and promote European quality standards for the contact centre industry.

- Promote a European Contact Centre Award.

For more information, go to www.eccco.org

NASSCOM® is the premier trade body and the chamber of commerce of the IT-BPO industry in India. NASSCOM is a global trade body with more than 1200 members, of which over 250 are global companies from across US, UK, EU and A-Pac. NASSCOM's member and associate member companies are broadly in the business of Services, Products, IT Infrastructure Management, R&D services, E-commerce & web services, Engineering services offshoring and Animation and gaming. NASSCOM’s membership base constitutes over 95% of the industry revenues in India and employs over 2 million professionals.

NASSCOM was set up in 1988 to facilitate business and trade in software and services and to encourage advancement of research in software technology. It is a not-for-profit organization, registered under the Indian Societies Act, 1860.

NASSCOM has been the strongest proponent of global free trade, and is committed to work proactively to encourage its members to adopt world class management practices, build and uphold highest standards in quality, security and innovation and remain competitive in today’s rapidly changing technology landscape.

Currently, NASSCOM is headquartered in New Delhi, India with regional offices in the cities of Mumbai, Chennai, Hyderabad, Bangalore, Pune and Kolkata.

For more information, go to www.nasscom.in