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Dr. Tahir Khan

Topic: From Covid Crisis to the New Normal : From Favoured Destination to Winning Businesses – A journey awaits for South Africa

2020 will be remembered as a somber year when the world changed, right in front of our eyes – week to week, month to month and lockdowns to unlocking. The BPO industry’s response was rapid and the collaboration of various public, private and governmental players was nothing short of noteworthy. It is also the year when South Africa ranked 2nd most favoured offshore destinations of the year. As we come back slowly to the new normal, we need a winning strategy to take us to the next level of service delivery for clients across the world. This will have to be a strategy of taking the South Africa customer experience ‘to the world’ while the world cannot visit (fully) due to the pandemic. This is OUR time.

Five key takeaways:

  • What does the pandemic mean to the future of BPO industry. 
  • Understanding changes at work which will be constant in the next few years. 
  • A personal strategy on dealing with rapid changes. 
  • Understanding the bigger picture in the post pandemic world. 
  • Role you can play in winning more international business for the industry. 

Biography

Dr. Tahir Khan, fondly called Doctor Bot, is an international business consultant and a traveller of 25 years. During the last two decades of his contact centre & customer service career, he has operated across India, the Philippines, Ireland, UK and South Africa. A post graduate from Moscow, he speaks 5 languages including Russian. His previous roles include, contact centre agent, team leader, operations manager, director and country manager of 3000 people. He specialises in building global contact centres delivering customer service solutions to multinational companies. He is one of the most sought after consultants in the BPO world for his expertise in contract & commercial management, client and vendor relationship management, RFP & SOW engineering, KPI development, cost efficiency and project management. 

Company Profile: TRS Consulting Pty LTD

Based in Cape Town- TRS E Management and Consulting, is a provider of range of service offerings for the digital and the physical world through a network experienced and skilled professionals around the world. 

TRS is partnering with multinationals, local South African companies, startups and individuals, to bring as many jobs as possible for our talented workforce professionals. 

TRS is addressing the gaps in the current system for our youth to develop their skills needed for the new world. To achieve this, TRS is partnering with a range of technology, training and knowledge management companies across the world. 

TRS believes we have to build an ecosystem/infrastructure for learners, starting from our kids in schools, youths who have finished schools and professionals who are in need of up-skilling or are looking for better opportunities. 

ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za