In a nutshell, the Contact Centre Management Group is…

...a body of like-minded professionals and organisations that are committed to developing Contact Centre services in South Africa.

CCMG provides a unique opportunity for its members to learn, share best practices, network with perspectives from a diverse range of organisations and people.

CCMG represents over 2,006 Contact Centres, 22 500 top and middle managers and 6,000 agent level individuals. Membership has risen steadily  through events, conferences and referrals.

By becoming a CCMG member you can gain access to a vast body of Contact Centre knowledge, high quality workshops, the latest tools, technologies and tactics, exposure to leading-edge thinking and the opportunity to interact with Contact Centre peers nationwide.

When you join professional organisations like the Contact Centre Management Group, you also deepen existing business relationships and make new contacts on a regular basis.

Such networking goes beyond the exchange of business cards - as you attend conferences and training you will forge lasting ties with others who have common professional interests and similar business concerns in the Contact Centre industry.

These relationships will be a rich, ongoing source of inspiration, ideas and opportunities in your career.

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Targets

To grow, develop, mentor and transform the Con-tact Centre industry in South Africa. CCMG Manage-ment is responsible to the members, stakeholders, clients, supporters and employees.

To align with and support the goals and activities of organisations such as SACCI (SA Chamber of Com-merce and Industry) the DMA (Direct Marketing As-sociation), Society of Marketers and similar trade and professional bodies.

As the professional body for the Contact Centre in-dustry in South Africa, the CCMG is the custodian of the industry’s reputation and the mouthpiece for the industry.

To foster equality of opportunity throughout the industry and actively address issues of employment equity.

To maintain an up-to-date database of all relevant stakeholders in the South African Contact Centre industry. This will include Corporate, Vendors, Ser-vice Providers and professionals, managers and ex-ecutives at all levels of the industry.

To identify the most critical needs of the CCMG’s members to ensure that they are assisted in their day-to-day jobs and to this end our organisation pledges to devote its resources to meeting those needs.

To provide a framework and the resources that promote quality standards and ‘best practice principles’ and professionalism in the Contact Centre industry.

To deliver a range of professional services to the broader industry; to be experts and trusted advisors able to provide unbiased evaluations of products and services as well as to assess and audit Contact Centre operations, suppliers and providers

Background

The CCMG was formed in South Africa in October 2009, and is managed by experienced Contact Centre professionals and experts who sit on the advisory board.

With offices in Gauteng and the Western Cape, and a strong sub-committee established in KwaZulu-Natal, the CCMG proudly operates on a national level throughout South Africa. It was appointed the Professional Body by SAQA in 2012.

The CCMG advisory board members are based across South Africa and in the UK.