Contact Centre Management Group Deliverables

CCMG brings together a range of experienced industry professionals, speakers, research information, case studies, workshops and discussion forums to help professionals identify ways in which they can improve and develop their businesses and their personal careers. The CCMG Monthly Events, Networking Forums and Online Discussions open major new areas of keen interest to our members.

The 2011 agenda includes dedicated paths for our new networking forum and interactive events to discuss a wide range of subjects, including, but not limited to: Resource Planning, Back-Office, Outbound Planning, Delivering the Customer Journey, Human Resources and Leadership Cycles.

Expert and peer-to-peer information sharing is a vital resource in knowledge development for any contact centre professional. Members are invited to discuss their professional and operational challenges in the monthly forums and through the on-line community, to obtain solutions to specific issues.

Monthly Networking Events
The monthly CCMG regional events draw from unrivalled experience, research, benchmarking and expert input. They are designed to tackle current issues and stimulate debate, with the ultimate aim of achieving practical solutions. The events enable access to proven techniques that have immediate impact. They facilitate professional success that drives and influences positive organisational change. In addition, they provide a unique opportunity to keep abreast of the latest industry news. Lastly, the CCMG events provide a convenient means to expose members to a community of professionals and experts, as well as an excellent opportunity to forge strategic relationships and gain customer contacts.

Website
The CCMG website is updated weekly with industry news, thought for the day, events (conferences and training), useful links, discussion forums
Newsletter
The CCMG produces and distributes a monthly newsletter, informing our members of up-to-date industry news and views, an ‘Ask the Experts’ section, best practices, case studies, relevant regulatory and compliance information, featured articles, upcoming events, and networking opportunities.

Knowledge Portal
CCMG members have access to a multitude of research reports, fact sheets, whitepapers, opinion papers, case studies, working templates and articles relating to a wide range of issues from contact centre international and local industry experts. These are available to download from the knowledge portal on the CCMG website.

Knowledge Exchange
Through the CCMG monthly events and online networking forum, we facilitate knowledge exchange and best practice and information sharing among industry professionals, peers and experts. With a constantly expanding association, this knowledge network continues to grow.

Annual Competition Winners Event
The CCMG annual gala is dedicated to recognition of the talent of professionals within the contact centre industry. The event to be held later this year will celebrate the success of the 2011 competition winners. All participating members, organisations, service providers and sponsors will be invited to this evening event.

Industry Events
The CCMG endorses and partners with leading industry events, seminars and training programmes within the contact centre industry, enabling members to attend at discounted prices.. Events include Thought Leadership Summits, MasterClass Training, Industry Training, Workshops, Focus Forum and Executive Dinners.

Business Listing not entitles them as a blanket statement it is available
Joining the CCMG entitles a member to a business listing on the CCMG website, a facility used by companies in need of specialised services.

Members Benefits Exchange
Members are entitled to – ‘partner discounts’ as well as unique benefits available through the Members Benefits Exchange programme. Discounts are available on training programmes, industry conferences, publications, research reports and products. CCMG members are also offered discounts on industry publications, research reports, and products.

Advisory Board
The Advisory Board is a network of leading experts who have agreed to give meaningful help on a regular basis in capacities that complement specific areas of the contact centre industry.  These areas include law, organisational and professional development, technology, policy and more.  The members of the Advisory Board are also available to advise members on industry-related matters.   Constant interaction with the Board by CCMG ensures members receive the benefit of superior experience, and knowledge.

Research and Surveys
On a regular basis invaluable, up-to the-moment research is available to our membership database from the results of our weekly ‘hot topic’ poll. Members are asked – on a voluntarily basis – to give their input on matters affecting the contact centre industry.  Such information assists those with a vested interest in the industry to develop specific services our products in a more structured and cost-effective way.

The 2012 research polls will cover:

• Market sizing and growth studies
• Contact centre benchmarking
• Contact centre indexes
• Customer satisfaction research
• Outsourcing industry research
• Location and investment attraction studies
• Employee satisfaction studies and benchmarks
• Human resources research
• Salary surveys
• Turnover and recruitment indices

International Certification RPL (Recognition of Prior Learning)

Due to the lack of reward and recognition of the professionals in the industry, the CCMG management has been partnered with Platoskills and Qualifi in finalising an online RPL (Recognition of Prior Learning) process which will enable industry professionals to choose the levels against which they would like to be assessed and evaluated.  Many call centre managers have invaluable experience, but lack the qualification that reflects their ability.  This situation is easily addressed through the RPL project. 

This process will allow them  to apply for an internationally recognised certification which is aligned to the UK standards and criteria for Contact Centres.  The project will also identify individual training needs, which in turn will create   opportunities for trainers and training companies in South Africa. The CCMG will compile and maintain a database of all the assessment project participants, with relevant information such as the results and   
certification levels. 

CareerCall.co.za – an innovative new service to the Contact Centre Industry

CCMG recognised the need for a professional, industry-specific recruitment organisation and took the opportunity to create a partnership with a well-known personality within the contact centre industry.

CareerCall.co.za, is the first and only job site dedicated to the contact centre industry, supplying employers in contact centres to find talented people, from agents to managers, in an easy and cost effective way. Job seekers will be able to register and view positions available and apply for these positions online. Employers will be able to log in and search for suitable candidates for their company. 

As CareerCall is targeted specifically to companies in the contact centre industry, a key feature is the facility for employers to be able to listen to recordings by potential call centre agents. Key contact points for job seekers will be Careercall.mobi, the CareerCall Facebook page and the CareerCall 087 number, which is the entry point for agents wishing to record their voices and show their talents.

Please see www.careercall.co.za for more information.