read this mail online
C3Africa Consulting C3Africa Consulting

Implement the SABS Contact Centre Standards now and...

Increase Operational Efficiencies...Increase Effectiveness...Increase Customer Satisfaction...
Identify Inefficiencies... Become a 'Best Practice' operation...Reduce Operational Risk...

Background

When they were officially launched and gazetted by the South African Bureau of Standards (SABS) in August 2008, South Africa became the first country in the world to publish national standards for the operation of call centres, contact centres and back office processes. 

Initiated by the Department of Trade & Industry in association with The Business Trust under the BPO&O Sector Support Facility programme and based on exhaustive research, inputs and commentary by over 70 South African and international industry consultants and subject matter experts, the project to develop the standards took place over a period of three years. The Standards represent ‘Best Practice’ ion contact centre operations.

The three sets of standards, SANS 990-1 (Outbound Contact Centre Operations) SANS 990-2 (Inbound Contact Centre Operations) and SANS 990-3 (Back Office Processing Operations) focus on four critical areas of contact centre operations. Namely;

  • Leadership and Customer Service Management Practices

  • Human Resource Management Practices

  • Operational Management Practices

  • Operational Management Practices 

  Next >
 

For more information please email or call:
  Rod Jones – CEO: C3Africa Group
 Landline: 0861 C3 Africa (232374) 
Mobile: +27 (0)82-568-9976
eMail: rod.jones@c3africa.com


Standards Logo

 

1.The C3Africa Contact Centre Standards Toolkit makes use of extracts from SANS 990-1, SANS 990-2, and SANS 990-3 and these appear in accordance with permission granted by the SABS. Contact the SABS (tel 012 428-6666, e-mail info@sabs.co.za) for further clarity on SABS copyright rules.

2.The C3Africa Contact Centre Standards Toolkit and the consultation and support services provided by C3Africa and its associates have been created based on C3Africa’s professional interpretation of the SABS Standards and in no way whatsoever have these been endorsed by the SABS.

3.The South African Bureau of Standards accepts no liability for any damage whatsoever that may result from the use of the said Standards or the information contained therein, irrespective of the cause and quantum thereof.

Internationally Recognised Contact Centre Industry Specialists

C3Africa Group