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Callforce: The importance of effective motivation and remuneration strategies to achieve optimal contact centre performance.

South Africa is known as a quality destination for BPO operations, but where are contact centre salaries positioned in relation to this promise of quality service delivery?  Join us to explore the important link between effective attraction, motivation and remuneration strategies AND achieving quality client interactions that lead to optimal contact centre performance.

Presentation

5 Key points:

  • The BPO landscape
  • The importance of focusing on quality
  • What to consider when designing and developing your recruitment, training and performance management strategies
  • A snapshot of the CallForce Salary Survey
  • What can we expect if we get this right? A case study.

Presenter: Candice Roberts

Candice Roberts is the founder and Managing Director of CallForce, which provides customised people solutions to the South African Contact Centre industry as well as other select niche markets. Since Candice established CallForce in 2000 and under her management, the business has secured its position as one of the leaders in Recruitment and BPO Solutions to blue chip corporate clients both locally and internationally.

Candice was chosen as an Endeavor Entrepreneur in 2005 (www.endeavour.org) as her business was identified by this international entrepreneur incubator organisation as having high potential for growth and job creation in a developing country. She has benefited from the involvement of an international mentor in helping her grow the business. She also has access to MBA students from Cornell, Harvard, Georgetown and Chicago Universities who are available to work with her on strategies to grow the business.

Candice has attended management development courses at both Stanford Business School in California and Harvard Business School in Boston, which has provided exposure to leading edge techniques to growing and scalling international businesses.

Candice is poised to become one of the leaders in the outsourcing sector in South Africa and one of the drivers of the job creation South Africa urgently seeks.

Specialties:

Development of business strategy and plans to maximise growth objectives
Leadership development and succession planning
Retention programmes that result in tangible ROI
Development of Contact centre recruitment strategy and implementation

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