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

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.

“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 practise 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.

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 CCMG, 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 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.

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.

Advance your professional career in the contact centre industry by joining the Contact Centre Management Group.

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.

Contact Centre Professionals: think carefully about your careers and upgrading through the CCMG before you become “OUTDATED”

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 head office is based in Gauteng and Cape Town and operates on a national level throughout South Africa. The CCMG is dedicated to providing a forum where organisations and individuals can interact, having a common goal of professional and business development, service excellence, and continuous improvement. CCMG is dedicated to providing information on matters affecting Contact Centres, including amongst others: industry standards, best practices, product information, templates, tools, training and development, networking opportunities, events on current issues facing the industry, case studies, and award programmes.

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.

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Company Related Benefits

  • Growing, developing, mentoring and transforming the middle management layer of the Contact Centre industry in South Africa. CCMG Management is responsible to the members, stakeholders, clients, supporters and employees.
  • Building a database of all relevant stakeholders in the South African Contact Centre industry. This will include Corporate, Vendors, Service Providers and professionals, managers and executives at all levels of the industry.
  • The CCMG is dedicated to the highest levels of professional development and commits its activities to improving human prosperity and industry growth.
  • Aligning with and supporting the goals and activities of organisations such as SACCI (SA Chamber of Commerce and Industry) the DMA (Direct Marketing Association), Society of Marketers and similar trade and professional bodies.
  • Identifying 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.
  • Acting as the professional, representative body for the Contact Centre industry in South Africa, the custodian of the industry’s reputation and the mouthpiece for the industry.
  • Providing a framework and the resources that promote quality standards and ‘best practice principles’ and professionalism in the Contact Centre industry.
  • Fostering equality of opportunity throughout the industry and actively addressing issues of employment equity.
  • Delivering 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

Individual Related Benefits

  • Membership Certificates.
  • Committed to a recognised Code of Practice.
  • Access to website information.
  • Able to publish case studies and articles on the website.
  • Practitioner development support structures to professional status.
  • Access to related vacancies advertised on the website.
  • Listing of experts and members on website.
  • Access to quality related services and products.
  • Listing of approved course providers for CPD.
  • Listing of approved consultants.
  • Discounts / promotions for CPD.
  • Conferences, industry visits and workshops.
  • Members can achieve more prestigious grades such as Fellow, Life Long Members, etc.
  • Members can participate in various industry awards
  • CCMG newsletter and other information

Contact us

Tel: +27 (0)10 003 0020

Cape Town
Tel: +27 (0)21 856 3871