Associations and Partners
BPeSA
Business Process enabling South Africa (BPeSA) is the official not for profit national coordinating industry association representing the interests of the Business Process Services and & Offshoring sector including Call & Contact Centers in South Africa.
As the promoting and enabling BPS&O entity in South Africa, the overriding aim of BPeSA is to deliver a national coordinated support service to the industry to enable the development, growth and continued success of the BPS&O sector as a whole, its’ industries and stakeholders.
BPeSA’s main role is to develop and grow the capacity, capability and talent of BPS&O businesses in South Africa via regional chapters so they may significantly support the country’s socio-economic advancement, particularly in enterprise development and job creation. Enabling the BPS&O sector to contribute to the South Africa’s Gross Domestic Product (GDP) through attracting Foreign Direct Investment (FDI).
For more information please contact: info@bpesa.org.za
Call Centre Helper
Call Centre Helper
Call Centre Helper is the UK's most popular call centre magazine with over 85,000 readers. It is a free, weekly on-line magazine aimed at giving call centre people help and advice on how to make their businesses work more effectively.
There are 4 distinct call centre areas – management, technology, life and jobs – the aim is to help readers navigate swiftly to the area that interests them most. There are many regular features including 'top tips' articles and panel discussions that ask experienced people to answer real-life contact centre problems faced by their peers. We have also produced a number of reference guides aiming to be the main source of content on the internet for specialist call centre areas.
So, for advice and tips on management, technology and working life, visit Call Centre Helper at www.callcentrehelper.com
CallNorthWest
Since 2003, supported by the Northwest Regional Development Agency and the University of Central Lancashire, CallNorthWest has been actively working with public and private contact centres to support the critical success factors that drive excellence. Since 2007 the North West Regional Development Agency has identified CallNorthWest as the lead body for Contact Centres, providing a voice to the sector to direct future investment by the Agency focuses on needs and interests of the sector to support business growth, improvements in productivity and identifies future growth opportunities.
CallNorthWest is a self sustaining, not for profit membership organisation, providing a valued service to the 670 contact centres in the region as well as key government agencies and solution providers.
The main focus of activities is around:
• Regional Networking to develop, identify and share good practice
• Training and Development
• Knowledge - understanding Needs and Interests and Trends
• Image - challenging the often negative PR about the value of contact centres and the
careers they can provide
In addition CallNorthWest is able to offer a range of University accredited contact centre management skills development programmes from foundation certificate to post graduate certificate in contact centre management as well as Contact Centre specific CPD programmes.
Current membership includes over 120 contact centres from both the public and private sector from 10 to 1,200 seats, located from Crewe to Carlisle and North Wales to Yorkshire. Increasingly organisations from other parts of the country are joining and accessing the benefits of CallNorthWest.
For more information, go to www.callnorthwest.org.uk
CCMA (Australia)
The Customer Contact Management Association (CCMA) Australia was established in 1996 to lead industry networking, career development opportunities and recognition of contact centre professionals in Australia, Asia-Pacific and the World.
The CCMA actively promotes the recognition of the contact centre industry as an employer of choice and represents the industry as a collective voice on trends and issues, providing a professional and responsive voice for the industry.
Striving for a common goal of service excellence and continual improvement across all sectors, CCMA provides a forum for Customer Contact Industry organisations and individual professionals to interact and pursue a common goal of service excellence, industry improvement, commercial growth and professional development and we encourage our members to collectively share their achievements, innovations, and work in the industry through a number of relevant mediums.
To enhance our work in Asia-Pacific, in 2008 the CCMA became a foundation member of APCCAL (Asia Pacific Contact Centre Association Leaders) to further share information and establish best practice benchmarks within this region.
CCMA represents member organizations in Government, Banking & Finance; IT Technical Support; Business Process Outsourcers; Telecommunications; Energy Providers; Travel and Hospitality; Charities; Statutory Corporations; Educational Institutions and specialist software, hardware and firmware suppliers.
For more information www.ccma.asn.au
Contactcentres.be
Contactcentres.be is the Belgian Federation of the contact centre sector. This not for profit organization, active since 2005, is led by the outsourcing contact centres, but welcomes associate members of the in-company centres and the sector suppliers.
Members work together in committees and task forces to structure the industry future.
Major aim is to Promote, Protect and Professionalize the whole Belgian sector.
For more information, go to www.contactcentres.be
Contact Centre Association of Singapore
The Contact Centre Association of Singapore (CCAS), founded in 1998, is a not for profit, educational organization that focuses on technologies, operational approaches for, and business issues of local and global contact centres. The CCAS offers seminars, round-tables, panel discussions, leading-edge showcases, social events, networking opportunities, and its annual Contact Centre Awards and Regional Contact Centre Industry Symposium.
Our Vision
To deliver value and reach of enterprise-wide customer experience in the Contact Centre industry.
Our Mission
To develop the awareness and professionalism of the Contact Centre industry in Singapore through Leadership, Networking, Education, and Research.
Objectives
• To establish CCAS as a Thought Leader in Asia Pacific region;
• To establish Singapore as the hub for quality Contact Centre in the Asia Pacific region;
• To achieve government recognition of the Contact Centre Industry as an independent industry
Customer Care Institute
The Customer Care Institute (CCI) is an international resource organization that assists Customer Care professionals with improving the delivery of Customer Care.
The Institute's resources include:
• Customer Care certification courses
• Front-line skills and management training
• Customer satisfaction measurement programs
• Customer Care assessments
• Other programs designed to improve customer loyalty
CCI conducts and monitors research on Customer Care issues, identifies emerging trends, and publishes the Customer Care Update. The Institute has a membership of over 14,000 Customer Care professionals.
ICMI
The International Customer Management Institute (ICMI) is one of the call centre industry’s most established and respected organizations. Achieving success through unparalleled experience, ICMI supports a diverse scope of organizations in an array of industries and geographies. We support contact centres with 10 agents; we support contact centres with 10,000 agents; we partner with clients around the globe. If there are customer experiences to be enhanced and business results to focus on and improve, ICMI can help!
ICMI has been participating in the consulting, training, events, and publishing business for over 26 years. Our experience has provided us with contact centre experience that no other organization can duplicate. The result: value-added, holistic insight and solutions in an efficient and highly applicable manner.
For more information, go to www.icmi.com
Swiss Contact Center Association
Conversations connect. This goes for the contact centre industry as well as the association activities of Callnet.ch. Conversations with clients are top priority for most companies and therefore require professional and competent social skills to successfully maintain clients long-term. The association has made their goal to encourage communication within the industry, to provide suitable channels and medium and perform an important contribution to the development and fortification of the Swiss contact centre industry.
For more information go to www.callnet.ch
The Welsh Contact Centre Forum
The Welsh Contact Centre Forum can help Welsh contact centres in a number of ways. In addition to our strategic remit, we also offer free help and advice to our members, whether they have recruitment and attrition issues, are looking to move or expand, looking for the latest technology or information on grants and funding, we can help you, through our expanding network of contacts.
Members of the Welsh Contact Centre Forum benefit from free workshops and seminars; numerous member discounts for conferences and training courses; online access to the latest Welsh research and benchmarking; regular news and email updates; advice and support by phone, email and members’ only area of website.
For more information, go to www.welshcontactcentreforum.co.uk
FurstPeople Solutions
FurstPerson, Inc. helps contact centre managers hire and keep the right employees. Based in Chicago, Illinois, FurstPerson provides a web-based solution that incorporates industry leading assessments and simulations, workflow configuration tools, and reports/analytics that help you identify the key competencies for successful performance, match the right assessments to measure these competencies, validate the solution against performance data, and put a web-based selection system into production easily. The net result is that you will increase the probability of making the right hire leading to improved new hire retention, training, and job performance. Our solutions have been implemented in over 250 labour markets in the United States, Canada, UK, Europe, Asia, The Philippines and Latin America.
For more information, go to www.furstperson.com
Silah Gulf
Silah Gulf is a company based in the Kingdom of Bahrain that specialises in customer management and contact centre services. The company is a joint venture between Bahrain's e-Government Authority and the UK-based company Merchants. Silah is recognised by the Bahrain's Government as the official National Contact Centre.
The joint venture was an initiative by the e-Government Authority to create a world class outsourcing business that could offer exceptional operational support to companies in the Gulf region.
For more information go to www.silah.bh
The Accord Partnership
The Accord Partnership was founded in 2004 and comprises of a team of very successful, like-minded management consultants with a track record of transforming businesses into world-class performers.
It specialises in all aspects of sales and customer service including provisioning (via business critical relationships) as well as multi-media contact centres and the technologies that underpin them.
Accord’s consultancy propositions cover Service Delivery Strategy, Tender and Bid Management Support, Transition Management and Service Performance Management and Optimisation, with a client base across multiple industries both in the private and public sector and world-wide.
For more information go to www.theaccordpartnership.com