C3Africa Group Company Profile Presentation V10 201003

1. The Way to Market
Friday, January 30, 2015
Contact Centre Industry Specialists
C3Africa Group Presentation Ver 8 – Updated 30 Sept 09
BUSINESS PROFILE
Version 9
7 Dec 09
A MEMBER OF THE ASCENTYS GROUP

2. Merged Business Interests
September 2007
September 2009
Merged with Ascentys Group
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
The Business Model
Formed
1997
Formed
2004

3. Contact Centre Industry Specialists
Excellence Through Applied Business Intelligence,
Experience, Unique Expertise and Quality
Positioning Statement

4. Unique Proposition
C3Africa is the only integrated company
of its kind in Africa providing:-
• Global and regional Industry Knowledge
• Specialised Expertise
• Business Intelligence
• Strategic and Operational Techniques
• Applied Experience
• Unique range of Professional Services and Products.

5. Being the Dominant Brand in Africa for excellence in
Contact Centre and Customer Service Delivery,
Consultancy, Research, Media, Events, Skills
Development and Training and the provision of
appropriate technology solutions.
The Vision

6. From experience-based technology systems, processes,
methodologies and techniques, C3Africa crafts unique,
usable Business Tools and Products to support the
effective and efficient implementation of exemplary
customer service delivery solutions.
Business Approach

7. • Call centre audits and Operational
Benchmarking
• Call centre 'health-check'
• Technical Benchmarking
• RFI / RFP / RFQ Documentation
• RFI / Tender Evaluation
• Operational requirements
specifications
• Operational workflow and process
mapping and re-design.
• Business Process Mapping &
Documentation
• Vendor / Service Provider
management
• Development of Standard
Operating Processes & Procedures
for Outsourcing
• Project Management
• Call centre site evaluations
• Specialist call centre building
design and specifications
• Call centre refurbishment and
refitting
• Staffing specifications, Job
Descriptions & Procedures
• Financial modelling
• Feasibility and impact studies
• Change Management strategies
and implementation
Outsourced Management Services
• Off-site Quality Assurance
• Remote Workforce Management
Contact Centre Auditing Services – Compliance & Risk Assessments

8. 0.00
2.00
4.00
0.00 2.00 4.00
Assessed
Performace
Risk
Prioritization Model Summary

10. Call Centre, Contact Centre and Service Delivery Training
Call Centre Agent
Customer Service Representative
Team Leaders & Supervisors
Quality Assurance Personnel
MIS Specialists
Call Centre Technicians
Call Centre Managers
Manager Mentoring
C3Africa Training supports and
endorses Services SETA accredited
training courses and programmes
Seminars and management
development programmes developed
exclusively for C3Africa Group

11. • Call Centre & BPO
Country Reports
• Sector Reports
• Focus Studies
• Market and Customer
Research Studies
Creating and Adding Business Intelligence to Knowledge-Based Strategies and Decisions

12. • Free-access industry-wide web
portal.
• 5,500+ Newsletter Subscribers
• Outsource Contact Centre Profiles
‘Thought Leadership’ for the
African BPO and Contact
Centre industry.

13. • Focus ‘Thought
Leadership’ Seminars
• Conferences
• Management
Development Events &
Training
• Bespoke product and
services marketing and
market development
campaigns
• Product Launches and
Updates
• Industry Development
Workshops
• Team Building
• Awards Functions
• Public Call Centre
Training
Bringing High Quality and High Value Knowledge Transfer and Training to the Industry

14. The Way to Market
Friday, January 30, 2015
Contact Centre Industry Specialists
Please Contact Us for
More Information
www.c3africa.com