Consulting - Client List
AIG Life – SA Limited
Conducted two call centre audits and engaged with AIG on a long-term basis to develop the Group’s entire Direct Marketing and call centre strategies, processes and methods.
Standard Operating Procedures were designed for implementation to all other call centres. 2009/10
Private Label Promotions (PLP)
Commissioned to complete call centre audit. Including the assessment of current business processes and to recommend improvements for their customer satisfaction index.
Quality Assurance, MIS improvements, ergonomics and call centre re-engineering were imperatives. Follow up audit was conducted to measure improvements recommended and to re-evaluate measurements across all strands. 2008/9
iChoices
Contact Centre audit was completed against their strategic views of roll out operational improvements for acquired pre-customer implementation. Additional audits have been carried out for several iChoices off-site customers such as BMW. 2008/9/10 Current client
Brandhouse
One of SA’s largest liquor sales and distribution organisations. Owned by Heineken Breweries International, Diageo International and Namibia Breweries. C3Africa carried out a comprehensive audit of the call centre operations and crafted developmental and remedial action strategies. Completed the most urgent requirement of training across all call centre personnel. C3Africa Consulting designed and developed the Quality Assurance Process for the business. 2009
Local Enterprise Authority (LEA) Botswana
Feasibility study for re-development of the existing call centre. Audit and situational analysis of existing business processes and operations. Development of revised call centre strategies. Recommendations for technologies, processes, personnel and systems. 2009
Botswana International Financial Service Centre (IFSC)
Conducted a holistic survey on all known contact centre operators in Botswana, to assess the domestic market and to assist Botswana in marketing their Business Process Outsourcing capabilities to an International market. (Project in association with Merchants Consulting) 2008/9
Water Utilities Corporation – Botswana
Knowledge development training for the Contact Centre project team. Requirements Definition and Drafting of functional requirements and RFP documentation. Tender evaluation process.Training and mentoring of evaluation panel. Business Process design and mapping. Call centre manger training. Call centre agent training, training of WUC Senior Management and service desk staff, in customer service techniques. 2005-10
Ekurhuleni East College (Under Gauteng Department of Education)
C3Africa was awarded the tender to develop all call centre training materials, train lecturers and to train first intake of learners. C3Africa also developed the strategies and processes for operationalizing the college’s 160 seat AVAYA contact centre. Strategic roll out of recommendations is for on-going training of new student intake per year and the implementation of new technologies, design of business processes, and people development as and when the call centre becomes operational. 2009/10
City of Johannesburg. Emergency Services
Comprehensive investigation and audit of EMS strategies, policies, procedures, infrastructure, personnel etc. relating to the emergency call taking and handling for the City of Johannesburg. Development of remedial interventions. Training and management skill development. 2009
City of Johannesburg – Department of Economic Development
Complete development of the business plan and operational model for the 3,500 seat City of Joburg BPO Park. Projected included site location analysis, preliminary architectural development and spatial planning, financial modelling and marketing and sales development strategies and processes. 2009/10
Limpopo Provincial Government
Research and development of the provincial BPO and Contact Centre strategy and capacity-building programme. 2009/10
Sibize Outsource Contact Centres
Comprehensive audit, assessment and recommendations for three outsource contact centres operated for the Gauteng Shared Services Centre. 2009
BMW South Africa
Comprehensive audit and assessment of the BMW customer services contact centre located at Midrand, South Afric and operated under a management agreement by iChoices. 2009
Vodacom Business Contact Centre
Comprehensive site assessment and audit using the C3Africa methodology to ascertain strengths, weaknesses, opportunities and threats. Built remedial recommendations and implementation plans. 2009
