Contact Centres and BPO Global and Regional Trends and Influences: High Level Perspectives by Rod Jones, CEO C3Africa Group.

1. Rod Jones Consultant – Analyst Contact Centres: Global & Regional Trends and Influences www.c3africa.com

3. Insights for High Performance 2009> 2010Sources:

4. Five Key Challenges Into 2010 Increase Customer Satisfaction Reduce Cost Of Operations Increase Efficiencies Increase Revenue Reduce Risk Doing a lot more ….. With a lot less ….. Without compromising quality Fulfilling The Key Elements of Most Organisations’ Strategic Plans

5. 10 Year Comparison – Performance KPIs / Metrics 2008 1998 Performance Metric 65% 72% % Calls Answered < 10 Secs Ave. % Calls Abandoned (Agent Queues) 12% 6% 81% 83% 1st Call Resolution Rate 39 secs 23 secs Ave. Speed to Answer Ave. Wait Time Until Call Abandoned 45 secs 53 secs % of Total Agent Capacity Utilized on Speaking to Customers 62% 57% Ave. Time Taken to Respond to Customer Message (voicemail) 20 hrs 11 hrs Source: Global Contact Centre Benchmarking Report 2008, Dimension Data

6. The Global Quest to Increase Operational Efficiencies 2.1 What are the three most important current main commercial drivers of the contact centre ?? Source: Global Contact Centre Benchmarking Report 2008, Dimension Data

7. Typical Contact Centre Costs Source: Dimension Data Global Benchmark Report

8. Contact Centres: Global & Regional Trends and Influences

9. KEY THEMESTrends - Impacts 1: Strategic re-Alignments 2: Manpower & Staffing 3: Technologies

10. Key Strategic Trends Cut Costs – Deliver More – Increase Quality A time for Introspection Self Analysis – Auditing – Benchmarking Implementation of Operational Standards (e.g. SABS) Changes in the Staffing / Personnel Environment More focus on Compliance Issues Sarbanes-Oxley / King III Payment Application Data Security Standard (PA-DSS and PCI ) Sector Growth Debtor Management & Collections Sales and Revenue Generation Resurgence of ‘Professional TeleMarketing’ Attracting International BPO Technologies Towards Self-Service Quality Assurance Outsourcing & Hosted Solutions Increase Bandwidth – Reduced Costs?

11. Moving Ahead into 2010 OLD PARADIGM NEW PARADIGM Call center is a support function Call center is a source of value creation Customer service is a necessary evil Customer service is a company and product differentiator Reactive mindset Proactive mindset Play catch-up with customer needs and expectations Stay ahead of customer needs and expectations Goal is customer satisfaction Goal is customer advocacy and product differentiation

13. Unionisation in Contact Centres

14. BBBEE and Labour Legislation

15. Changes to Employment Equity Act

16. Women, Youth, People with Disabilities

17. Department of Labour’s Human Resources Development Strategy

18. Chief Learning Officer (CLO)

19. Delivering career-pathing and employee engagement

20. Wellness

22. www.contactindustryhub.co.za “Resources” Tab

24. Sales and Revenue Generation

25. Resurgence of ‘Professional TeleMarketing’

26. Attracting International BPO

27. City of Joburg BPO Park

31. More demanding Customers

32. New ‘Tech-Savvy’ customers

33. More sophisticated technologies

34. Drive for cost reduction (human capital costs)

35. Quality Assurance, Compliance & Security Issues

36. The Advent of Interaction Analytics and Process Automation

37. Outsourcing & Hosted (On-Demand) Solutions

38. Increase Bandwidth

40. Self service and

43. Key Business DriversWhy Companies Outsource

45. Pressure on tariffs

46. More competition (Telkom, Neotel, IS, MTN, Vodacom etc)

47. Roll-out of the Telkom (and other VARS) wireless network/s

48. Satellite Quality and affordability

50. Reduce costs – increase efficiencies

51. Track ‘accountability’ / Security / ‘Corruption Management’

52. Influence / Impact of Trade Unions

53. Consolidation (Shared Services)

54. Outsourcing non core services

55. Public-Private-Partnerships

56. Government data pooling / in co-operation with private sector data pools

57. Monitor & Manage productivity