“Approximately 200,000 people are employed in the contact centre sector” 

– Dr Ivor Blumenthal

The Contact Centre Management Group (CCMG), the only professional body for contact centres in South Africa, will be hosting its 9th annual conference and expo on October 31 and November 01 this year at the Gallagher Convention Centre in Johannesburg.

Themed ‘Africa’s Calling’, the conference aims to position and promote the Continent of Africa as the premier contact centre destination of choice for brands in both the product and service industries, and intends to highlight that South Africa, in particular, has the competence in the areas of Artificial Intelligence, technological advances, CX and BX, data analysis, and human capital to establish and operate contact centres successfully.

According to Dr Ivor Blumenthal, Business Consultant and Chair of the Employer Association for the Contact Centre Sector, approximately 150,000 people are employed in contact centres of SA-based companies, while approximately 50,000 people are employed by foreign companies which have based their contact centre operations in South Africa.

“The contact centre industry continues to be a lucrative sector for employment creation, contributing approximately R 53-billion annually to GDP”, he says, “particularly in a climate of high unemployment, particularly amongst the youth”.

The conference, which enjoys an 80% delegate- and 68% company annual return rate, gives industry players exposure to a 360 view of innovative strategies, implementable solutions, and tactics which they are able to apply in their own operations in a practical way.

This will ultimately empower contact centre owners and managers with information and knowledge to lead an African contact centre revolution, and thereby promoting international recognition, improved customer loyalty, higher staff morale, and increased revenue.

“One of the focusses of the conference this year will be discussion and debate around the regulation of the industry”, according to the Chairperson of CCMG’s Professional Body, Tanya Phillips.

“Beyond the conference, the constitution of our Employers’ Association and Professional Body enables us to formulate and refine mechanisms that will best benefit our members, and will address those policies related to doing business. These include expansion into global markets; grading and compliance; quality control and management of those companies which operate within the contact centre sector; as well as collective engagement in a variety of areas”, she said.

The Contact Centre Conference and Expo is made possible through the sponsorship of: Ask Afrika, Axtel Headsets, Callforce Direct, eStudy, Headset Solutions, Ocular Technologies, and Principa Decisions.


Tanya Phillips | Chairperson | Contact Centre Management Group (CCMG) | mail me |


Cost of delegate tickets are: R5,000 (excluding VAT) for members and R7,000 (excluding VAT) for non-members.

More information or to book: https://conference.ccmg.org.za |



 

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