Hong Kong Call Centre Association (HKCCA) and Hong Kong Quality Assurance Agency (HKQAA) proudly present the Mystery Caller Assessment Award 2019. The aim of this Award is to assist participating customer service providers who provide the service over the phone or through on-line platforms to enhance their service level and refine the contact handling best practices.


Key Objective

  • To facilitate participating customer service hotline enhance their service quality
  • To formulate a service index regarding customer service hotlines
  • To monitor and raise industrial service standard



Customer Service Hotlines serving customers – whether they are operated in Hong Kong or elsewhere.



  • Mystery Callers to assess the participating hotlines’ service quality monthly for 6 consecutive months through calling / on-site / online assessment;
  • Assessment reports to be provided to participants bi-monthly
  • Number of calls to be made / assessed depends on the size of the participating hotlines


Pass Winners are (in alphabetical order):

AIG Insurance Hong Kong Limited , Autotoll Ltd, Bank of China (Hong Kong) Ltd, Bank of China Macau Branch, Bank of Communications Co., Ltd Hong Kong Branch, BestServe Financial Ltd, BCT Group, China Life Insurance (Overseas) Co. Ltd, CLP Power Hong Kong Ltd.,     Citibank (Hong Kong) Ltd, CSL Mobile Limited,  DBS Bank (Hong Kong) Ltd, DHL Express (Hong Kong) Limited, Direct Asia Insurance (Hong Kong) Ltd, DSG Energy Limited, FWD Life Insurance Company (Bermuda) Limited, Channelbeyond Customer Care Co., Ltd., HKT Limited, Hong Kong Broadband Network Ltd., Hong Kong Examinations and Assessment Authority, Hong Kong Trade Development Council; HSBC’s Contact Centres, HSBC Life (International) Limited, HSBC Institutional Trust Services (Asia) Limited, Invesco Hong Kong Ltd., Jobs DB Hong Kong Ltd., Manulife (International) Ltd., Octopus Cards Limited, PCCW Media Limited, Philips Electronics Hong Kong Ltd., PrimeCredit Limited, Promise (Hong Kong) Co., Ltd., Principal Trust Company (Asia) Limited, RS Components, Shell Hong Kong Limited, Standard Life (Asia) Limited, Hong Kong Electric Co., Ltd., The Hong Kong Jockey Club – Telebet Department, The Hong Kong Jockey Club – Integrated Contact Centre, Wing Lung Bank Ltd., The Hong Kong Jockey Club – Property- Facilities Services Hotline,    Tradelink Electronic Commerce Ltd., The Hong Kong and China Gas Company Limited, Well Link General Insurance Company Limited, Zurich Insurance (Hong Kong) Ltd, 1823, Efficiency Office, The Government of the HKSAR


Presentation deck for download: 2019 Mystery Caller Assessment Award Launch Event-Presentation Deck


Application form for download: MCA Application form 2019