Joyce Poon
Vice President of China Call Center & CRM Association (CNCCA)
Vice Chairlady of Hong Kong Customer Contact Association (HKCCA)
Secretary-General of Greater China Contact Centre Alliance (GCCA)
CEO of Equity Global Consultants Ltd
Joyce has 25+ years of experience in the Contact Centre Industry with a demonstrated history in leading and running outsourcing services of over 1000 seats in China and Hong Kong. In 2011, Joyce played a key role in building the first outsourcing contact centre for disabled persons in China. She holds an MBA degree from the University of Hull, UK, and a Diploma of Business Management from the Chinese University of Hong Kong.
Currently, Joyce is the CEO of Equity Global Consultants Ltd, specializing in creating business values by developing a wider span of contact centre ecosystem and partnership. With the ultimate aim to “give-back”, Joyce is dedicated to helping organizations and individuals to achieve sustainable CX goals through enabling innovation, continuous collaboration, and sharing best practices.
Prior to founding Equity Global, Joyce led and managed the outsourcing contact centre business for Epro Group International Ltd and Epro Telecom Services Ltd in China. Her experience covers strategic management, digital transformation, customer experience management, business development, people development, and consultancy. She had also led the Epro Team to win over 30 prestigious contact centre awards in Hong Kong and China since 2009.
Joyce is committed to the development of the contact centre industry and presently serves in the capacities of:
- Founding Member of Contact Center Associations of Asia Pacific (CC APAC) since 2019
- Vice President of China Call Center & CRM Association (CNCCA), China Electronics Chamber of Commerce since 2016
- Vice Chairlady of Hong Kong Call Centre Association since 2016
- Founding Member and Secretary-General of Greater China Contact Centre Alliance (GCCA) since 2018
- Executive Deputy Director of Guangzhou Call Center & CRM Association since 2014
- Advisor for Shenzhen Call Center Association since 2018
- Expert Member of “CCOM” China Call Center Industry Standards Committee (SJ/T 11739-2019) since 2019
- Panel Judge of Contact Centre Awards in Asia for over ten years (China, Hong Kong, Singapore, Malaysia and Indonesia)
Joyce is honoured to receive awards in recognizing her leadership:
- Top 10 Outstanding Contribution in Call Centre Industry Award (2018) China Call Center & CRM Association (CNCCA)
- Honour of Hall of Fame (2018) China Customer World
- Guangzhou Service Outsourcing Industry – Distinguish Person Award for Excellence (2011) Guangzhou Call Center & CRM Association (GZCCA)
- 10-Year Outstanding Contribution Award (2008) China Call Center & CRM Association (CNCCA)
- Top 10 Call Centre Trainer in China (2006 & 2007) Customer World Magazine