O slideshow foi denunciado.
Utilizamos seu perfil e dados de atividades no LinkedIn para personalizar e exibir anúncios mais relevantes. Altere suas preferências de anúncios quando desejar.

CCMG Employer Association

256 visualizações

Publicada em

CCMG Employer Association

Publicada em: Negócios
  • Seja o primeiro a comentar

  • Seja a primeira pessoa a gostar disto

CCMG Employer Association

  1. 1. The CCMG Employer Association Inaugural Meeting for Stakeholders Gauteng, Kwazulu Natal and Cape Town
  2. 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. 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. 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. 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. 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. 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. 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. 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. 10. Thank You for attending

×