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Home » Glossary » Contact Centre Managers and Supervisors Group (CCMG)

Contact Centre Managers and Supervisors Group (CCMG)


What is CCMG?

The Contact Centre Managers and Supervisors Group (CCMG) is South Africa’s professional body for the contact center industry.

It was founded in October 2009, managed by an advisory board of experienced contact center professionals and experts.

The CCMG headquarters are in Gauteng and Cape Town, and the company operates across South Africa.

The Contact Centre Managers and Supervisors Group (CCMG) is a South African professional group committed to providing a platform where organizations and people may connect with the common goal. 

Their common goal is professional and business growth, service excellence, and skill development.

CCMG provides information on contact center matters, including industry best practices, product descriptions, templates, tools, training and development, and networking opportunities.

Executives and management experts from companies with inbound or outbound contact centers, consultants, suppliers, and service providers are CCMG members.

The CCMG is a new and exciting project designed to help the middle management layer of the South African contact center industry grow, develop, mentor, and change.

Contact center experts from various industries join the CCMG for outstanding learning and to hear about the newest products and innovations available to help them manage their contact centers as efficiently.

The Contact Centre Management Group’s mission is to provide a platform for organizations and individuals to connect with the shared objective of professional and business growth, service excellence, and continuous improvement.

CCMG is dedicated to providing information on matters affecting contact centers, including industry standards, best practices, product information, templates, tools, training and development, networking opportunities, and others.

The South African Qualifications Authority (SAQA) appointed the CCMG as a professional body in 2012.

The CCMG proudly functions on a national level throughout South Africa, with offices in Gauteng and the Western Cape, and a strong sub-committee in KwaZulu-Natal.

What is CCMG

CCMG’s mission and vision

The Contact Center Management Group (CCMG) goal is to promote and contribute to the professional growth of firms and individuals in the contact center sector.

Additionally, to create a platform for information sharing and networking to empower and transform their members while promoting service excellence and continuous improvement in the business.

Their vision is to establish South Africa as a respected source and destination for highly skilled and experienced workers, and boost confidence in the South African contact center sector among clients, supporters, and investors.

What are the targets of CCMG?

One of CCMG’s aims is to help the contact center industry in South Africa grow, develop, mentor, and transform.

Members, stakeholders, clients, supporters, and full-time employees are all made responsible by CCMG Management.

To identify with and support the aims and activities of trade and professional groups such as SACCI (South African Chamber of Commerce and Industry), DMA (Direct Marketing Association), Society of Marketers, and others.

The CCMG, as the foremost organization for the contact center sector in South Africa, is the guardian of the industry’s reputation and its representative for the industry.

Furthermore, to promote equal opportunity in the sector and to effectively address concerns of employment equity.

Another target of CCMG is to maintain an updated database of all relevant stakeholders in the South African Contact Center industry.

It will include corporations, vendors, service providers, and experts at all sector levels and managers and executives.

By recognizing the essential requirements of the CCMG’s members to help them in their daily work, the organization commits to devote its resources to address those needs.

To provide a structure and resources for the contact center industry to promote quality standards, best practices principles, and professionalism. 

Not only to provide a variety of professional services to the broader industry but also to be specialists and trusted advisers capable of providing unbiased product and service assessments, and assessing and auditing contact center operations, suppliers, and providers.

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