Professional Body for Contact Centres

The Professional Body for Contact Centres is recognised by the South African Qualifications Authority (SAQA)

About the Professional Body

The Professional Body was registered as the “Professional Body for Contact Centres” in 2012. In November 2017 SAQA renewed our status as the Professional Body for another 5 years.

With representation in Gauteng, KZN and the Western Cape, the CCMG proudly operates on a national level throughout South Africa. It is the managing agents for the PBCC and is responsible for acting as the secretariat for the various Boards, the National Council and the Sub-Committee’s. It is also responsible for ensuring the smooth operation of the PBCC on a day-to-day basis.


Professionalising the contact centre environment to create efficacy in the industry.


CCMG is Globally Relevant and collaborating to set the standards for South African contact centre organisations.  We aim to:

1. Develop and improve the employability index of individuals with globally relevant, recognised SAQA designations and requirements for the contact centre industry.

2. To create ready for the job professionals for the contact centre industry of South Africa and globally, to develop and deliver a framework of continuous professional development in the industry.  

3. To be the professional body of choice in the contact centre industry in South Africa.

4. Collaborate with government and other stakeholders and industry players.

  • Professionalism
  • Respect
  • Transformational
  • Ethics
  • Collaboration

The South African National Qualifications Framework (NQF)

The South African National Qualifications Framework (NQF)  is a comprehensive system approved by the Minister of Higher Education and Training for the classification, registration, publication and quality assurance of all Qualifications offered by Private and Public Training Providers in South Africa.


The South African professional body covers all Professional Practitioners in the Sector and is dedicated to professionalising the Contact Centre Industry on an ongoing basis. Representing the interests of the Individual Practitioners, the Professional Body operates within a Contact Centre Confederation, with the Employers Association for the Contact Centre Sector, providing a platform and a forum where organisations and individuals can interact, whilst having a common goal of professional and business development, service excellence, and continuous improvement. Collectively, the Confederation represents the single voice of the Sector.

Career Enhancement

The CCMG is a platform for the upgrading of skills and knowledge. Professional development refers to skills and knowledge attained for both personal development and career advancement. Professional development encompasses all types of facilitated learning opportunities, ranging from formal coursework, conferences and informal learning opportunities situated in practice. It has been described as intensive and collaborative, ideally incorporating an evaluation stage. There are a variety of approaches to professional development, including consultation, coaching, communities of practice, lesson study, mentoring, reflective supervision and technical assistance.

Expert Input

The CCMG was formed in South Africa in October 2009, and is run by experienced Contact Centre professionals and experts who sit on the advisory board. The CCMG operates on a national level throughout South Africa. CCMG members include executives and management professionals from organisations with inbound or outbound Contact Centres, outsourcers and users of teleservices, trainers, consultants, technology developers and suppliers, and service providers.

Code of Conduct

In applying to join the CCMG, every subscriber and member of the Professional Body is bound under the Terms and Conditions to “observe all the rules” by-laws, and regulations of the professional body. The rules of ethical practice set out below were approved by the CCMG’s board.


“Professional body” means anybody of expert practitioners in an occupational field, and includes an occupational body and statutory council.

“Professional designation” means a title or status conferred by a professional body in recognition of a person’s expertise and/or right to practice in an occupational field.

“Progression pathway” means a hierarchy of two or more related qualifications and/or professional designations that allow for vertical progression within a profession.

 “Provider” means a legally established institution (public or private) that has been recognised, usually for a particular period of time, by a QC or its appointed agent, as having the capacity or provisional capacity to offer a qualification or part qualification registered on the NQF at the required standard.

“Qualification” means a registered national qualification. Introduction and background.