1. The CCMG Employer Association
Inaugural Meeting for Stakeholders
Gauteng, Kwazulu Natal and Cape Town

2. 1. SELF-GOVERNANCE
Neutrality and
Independence of Structures
is Critical
Independence:
From Government Interference
From Trade Union Interference
From Client Interference
From Supplier Interference
Government - DTI
Investment - BPESA
Employers - The CCMG
Practitioners
- The Professional Body
Training Providers

3. 2. THE CONTACT CENTRE CONFEDERATION
An Integrated Whole,
of strong & Independent
components
THE SOCIAL PARTNERS:
The DTI - Government
BPESA - Investment
The CCMG – Employer Association
The Professional Body - Practitioners
10%
10%
40%
40%
The Confederation
Government
BPESA
CCMG
PBCC

4. 3. THE MISSION OF A
STRONG EMPLOYER ASSOCIATION
Your Members “The Business
Community” are your PRIORITY
concern. All-Else is Secondary.
Policy Engagement and
Representation
Lobbying for an Enabling and
Trade Friendly Environment
Shared Services
Adoption and Enforcement of
Standards
The Recognition of Excellence10%
10%
CCMG
40%
The Confederation
Government
BPESA
CCMG
PBCC

5. 4. SHARED SERVICES
Collectively an Association can
ensure that non-core compliance
is catered for in an efficient and
cost effective manner.
Policy Engagement and
Representation
Lobbying for an Enabling and
Trade Friendly Environment
Shared Services
Adoption and Enforcement of
Standards
The Recognition of Excellence
• Supplier Registration
• The Contact Centre Skills Trust
• Enterprise and Supplier Development
Incubation
• Group Training

6. GLOBAL FINDINGS ON SA CALL CENTRE
DEFFICIENCIES
Pervasively true or not, while SA Call Centre Operations
have been found to be highly competitive, significant
areas in need of development have repeatedly been
identified in the following areas,
resulting in a need for Group Training for:
Policy Engagement and
Representation
Lobbying for an Enabling and
Trade Friendly Environment
Shared Services
Adoption and Enforcement of
Standards
The Recognition of Excellence
• The Team Leader Cadet Programme
• The Supervisory Development Cadet
Programme
• The Senior Management Development
Programme
• The Director Development Programme

7. 5. THE EMPLOYER-BASED RESEARCH IMPERATIVE
While Data effects Government Incentives and
Inward Bound decisions, only Employer-Owned
Data will be real and impact on Standard
Development and decision-making initiatives.
Policy Engagement and
Representation
Lobbying for an Enabling and
Trade Friendly Environment
Shared Services
Adoption and Enforcement of
Standards
The Recognition of Excellence
• A Strategy for Metrics – Measurement and
Comparison
• Initiating a Contact Centre Thought
Leadership Publication

8. 6. THE CCMG GRADING SYSTEM
Recognising the well-run, Excellent Companies,
amongst an Associations Membership, based on
sound, and consensual measureable criteria, is
an absolutely critical indicator of a Mature,
properly Self-Managed and Governed Sector.
Policy Engagement and
Representation
Lobbying for an Enabling and
Trade Friendly Environment
Shared Services
Adoption and Enforcement of
Standards
The Recognition of Excellence
The Four-Star Grading System:
• Compliance
• Professionalism
• Global Readiness
• Customer Centricity

9. 7. RESOLUTIONS SOUGHT:
The CCMG will continue to seek the following
REOLUTIONS from its Employer Members:
Policy Engagement and
Representation
Lobbying for an Enabling and
Trade Friendly Environment
Shared Services
Adoption and Enforcement of
Standards
The Recognition of Excellence
• To consolidate its role as the Employer Association
• To continue to Lobby for a Fair and Productive Legislative
Framework within which to Trade
• To actively seek to create a Confederation amongst like-
minded and progressive organisations for the Contact Centre
Sector representative of all Criteria
• To actively elicit the involvement of the DTI as Government in
such a Confederation
• To establish a set of Standards based on sound and Neutral
Research
• To establish Shared Services for its Members which are valued
and used
• To fully implement a CCMG Grading System for its Members

10. Thank You
for attending