HKCCA has announced assessment result on service provided to English speaking customers on 16 July 2019.


Various studies by international institutions have indicated the English standard of Hong Kong people is declining.


Hong Kong Call Centre Association (HKCCA) conducted an assessment through a Mystery Customer Calling approach to gauge the service standard of major business sectors in providing service to English speaking customers through their contact centres.


This assessment also serves to explore whether language proficiency of the front-line service agents would affect the service quality provided to customers.


In the study, there are 5 major business sectors were covered with over 105 hotline which over 1000 calls were made by mystery caller complies native English speakers and ethnic minorities in Hong Kong.


If you wish to know more details, please contact HKCCA secretariat.