Bringing Associations Together To Boost Performance


ATA and CCMA Merge Industry Associations

The two major Contact Centre associations join to create ‘one voice’ for the Australian industry with the creation of a new association – Auscontact Association The ATA, (known previously as Australian Teleservices Association), and Customer Contact Management Association (CCMA) recently formally announced their intention to merge the two industry associations to become a new entity which will provide a single voice and comprehensive representation for the contact centre industry in Australia. The new entity will be known as Auscontact Association.
At the ATA AGM and an extraordinary meeting of the CCMA on the 21st February members of both organisations voted as part of respective meetings to merge the two organisations to become Auscontact Association.
Members voted overwhelmingly in favour of the merger with some obvious benefits including: increased membership of more than 8,000+ more resources for improved training, professional development & events greater industry & advocacy influence expanded information & research capacity deeper penetration for Accreditation & Standards expansion of Awards Programs The merger outcome is a welcome result for the ATA and CCMA Boards, all members and the contact centre industry as a whole. It is the culmination of three years of rigorous dialogue, member consultation and negotiation. Final details for the transition and changeover to the new entity will be completed over the next few months, with the new name and branding expected to come into usage from 1st June 2014.
Malcolm Angell, ATA Chair said: “At the ATA our intent has always been to deliver the best value to our members and enable them to continue to grow their careers and businesses through recognition, leadership and excellence. We are delighted to be leading the evolution of our Association, taking its growth to the next level, and I believe this merger and the creation of Auscontact Association will offer a real quantum leap in benefits and value for all members. It is not surprising this great next step is happening now as the ATA celebrates its 25th year of Association. The ATA has lead and grown the Australian Contact Centre industry for a quarter of a century - developing talent, business success and the ongoing professionalism of its people. Auscontact Association will be birthed as fresh and new this year, and so will begin a wonderful new era of Contact Centre growth and change, but its ATA roots will allow it to claim a rich and proud history of 25 years of recognition, leadership and excellence.”
Anita Bowtell, CCMA President said: “Increasingly Australian businesses are recognising the need for professional customer service expertise to drive sales, improve customer engagement and boost profitability across phone, email, chat, online and mobile. Business and government rely on in-house and outsourced Contact Centres to handle millions of contacts per day with the broader community. These contacts often make or break a consumer decision to purchase a product, or remain loyal to a company. The CCMA has been an active partner, advocate and voice for the industry for the past 17 years, and we see great benefits for current and prospective members in joining forces with the ATA and creating Auscontact Association. Auscontact Association will bring greater focus on professional development, engagement with government, and capacity to assist members adapt to new ways of engaging and communicating with customers to drive the industry.”

About the ATA
The ATA was established in 1989 and is the peak body for the Australian contact centre industry, promoting RECOGNITION, EXCELLENCE & LEADERSHIP. The ATA provides comprehensive, independent and quality professional development, information, mentoring and networking services to the contact centre industry in Australia. The ATA supports and champions growth, innovation and success for practitioners, organisations and the region and recognises this through the ATA National Awards which is the longest running program (20 years) and highly coveted Award of its type in Australia. Members are from almost every industry vertical Australia wide. Recognition of the need for regional leadership in the contact centre industry, led in 2008 to the ATA being one of several foundation members of APCCAL (Asia Pacific Contact Centre Association Leaders.) For more information about the ATA, visit

About the CCMA
The Customer Contact Management Association (CCMA) Australia represents the industry as a collective voice on trends and issues, providing a professional and responsive voice for the industry in Australia, Asia-Pacific and the World. Striving for service excellence and continual improvement across all sectors, the CCMA provides a forum for Customer Contact Industry professionals and organisations within the industry to interact and pursue common service and industry improvement goals, commercial growth and professional development through networking forums, education programs, career development opportunities and recognition of the contact centre industry as an employer of choice. In 2008 the CCMA became a foundation member of APCCAL (Asia Pacific Contact Centre Association Leaders) to further share information and establish best practice benchmarks within this region. CCMA represents member organizations in Government, Banking & Finance; IT Technical Support; Business Process Outsourcers; Telecommunications; Energy Providers; Travel and Hospitality; Charities; Statutory Corporations; Educational Institutions and specialist software, hardware and firmware suppliers. More information contact

For media enquiries and further information please contact: Sarah Tolmie Mob: +61 4186 40901 ATA Communications E:

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