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Contact Centre Auditing, Baselining & Benchmarking

Apr 22, 2015

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Business

c3africa

Economic realities are forcing call centres to
Critically evaluate all aspects of their operations…
How do you know that YOU are making the right decisions ?
Only knowledge and fact-based decisions will have positive, developmental impact on the operational effectiveness and efficiency of YOUR contact centre. Fact and knowledge-based decisions are YOUR sure, fast-track to success. V7

  • 1. Version 7 5 August09
    Contact Centre Industry Specialists
    Contact Centre Auditing, Baselining& Benchmarking
    IMPORTANT COPYRIGHT NOTICE
    This document is protected by South African and International legislation and common law pertaining to the protection of Copyright and Intellectual Capital contained herein. Such rights are vested with the author/s C3Africa (Pty) Ltd. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of the authors.
  • 2. Formed2006
    Formed1997
    Merged Business InterestsSeptember 2007
    The Business Model
    C3Africa is an integrated business that provides holistic, integrated professional services, solutions and products to the Call Centre / Contact Centre and Customer Service industry.Consulting - Training - Research Media & Marketing
  • 3. Client List at June 2009
    Projects and interventions implemented by C3Africa Group & Alliance Partners
    • AA Autobay
    • 4. African Life
    • 5. AIG Insurance
    • 6. ASDA
    • 7. Botswana Housing Corporation
    • 8. Botswana International Financial Service
    • 9. Brandhouse
    • 10. Carphone Warehouse
    • 11. City of Johannesburg - Emergency Services
    • 12. COEGA
    • 13. Compensation Commission (Department of Labour)
    • 14. Dimension Data - Merchants
    • 15. e-Centric
    • 16. eGain
    • 17. eServices - Ghana
    • 18. Ekurhuleni East College
    • 19. Ekurhuleni East College
    • 20. Eskom
    • 21. Exclusive Health
    • 22. FNB Corporate
    • 23. Gauteng Economic Development Agency
    • 24. Graham Technologies
    • 25. Holcim Cement
    • 26. Independent Newspapers
    • 27. iChoices
    • 28. iProp
    • 29. Local Enterprise Authority - Botswana
    • 30. M- Web
    • 31. Merchants SA / Dimension Data
    • 32. MIBFA (Metal Industries Beneficiaries Funds Administration)
    • 33. MTN South Africa
    • 34. MTN Rwanda
    • 35. MTN Banking
    • 36. Multichoice
    • 37. National Prosecutions Authority (Batho Pele Training)
    • 38. Private Label Promotions (PLP)
    • 39. Pharos Medical Aid
    • 40. Plantronics
    • 41. Pulse Technologies
    • 42. QPC Dubai / Kuwait
    • 43. SARS
    • 44. South African Airways
    • 45. South African Broadcasting Corporation
    • 46. South African Post Office
    • 47. Teljoy
    • 48. The Business Trust
    • 49. The Department of Trade and Industry
    • 50. Tigo Mobile Tanzania
    • 51. Transtel
    • 52. Tiger Brands (Albany)
    • 53.
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