A Collaborative Research Report by MDRi Asia & HKCCA
Public release: Mid‑June 2026
The Hong Kong Contact Centre Study 2026 is an in‑depth research initiative developed in collaboration with the Hong Kong Customer Contact Association (HKCCA). This upcoming report provides an evidence‑based view of how consumers in Hong Kong experience contact centre interactions today – across inbound service, outbound sales, and the evolving use of AI and digital tools in contact centre services.
Drawing on original consumer research, the study explores expectations, challenges, trust drivers, and opportunities for transformation in contact centre operations.
Hong Kong Contact Centre Study 2026
This report explores consumer experiences with contact centres in Hong Kong, examining satisfaction levels, trust factors, and attitudes towards AI-powered customer service technologies.