The Contact Centre World Africa conference, organised by Terrapinn and taking place from 25 to 29 July, will focus on the dynamics and potential of local call centres.
The conference, to be held at the Sandton Convention Centre, will include a mini exhibition, a pre-conference master class, presentations, case studies, panel discussions and a 30-minute speed networking session. It is also a platform to highlight customer management and service solutions.
A McKinsey study on the future of the local call centre recently found that outsourced business processes such as call centres could generate up to 150 000 new jobs in SA.
Mfanu Mfayela, SA Contact Centre Community CEO, says voice over Internet Protocol (VOIP) has fostered the growth of the market as it has improved international connectivity pricing to a reasonable competitive level.
"Deregulation has put South African telecommunication pricing for the call centre industry on par with our main contact centre competitors such as India," says Mfayela.
Speakers at the conference will include UK-based Paul Cooper, a business development director of the Institute for Customer Services, who will update delegates on industry trends, and Ivor Blumenthal, director of the Services SETA, who will address the issue of how to acquire and retain employees.
Topics to be discussed include industry trends and best practice, employee training and development, service and the customer, supply chain management, performance management, economics of a contact centre, process dynamics, offshoring, VOIP and first call resolution.
To register for the event, contact Megan Hainsworth on (011) 463 6001.
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