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Contact Centre Association of Zimbabwe

ISSUE 05 of FEBRUARY 2012

this issue
Industry report P.1 Contact Centre Articles P.2 Customer service experience P.3 Upcoming Events P.4

Presidents Desk
I always find the first quarter of the year to be the most interesting. For many organizations, it represents a 'shoulder' period - an inevitable downtime between busy seasons. Shoulder periods, traditionally, are also the times when customer service suffers the most. As the pace slows, so do teams' energy levels. Attention to details, and to customers, falters significantly. Through our mystery shopping division, we also see the change more quantitatively, with customer service score falling to an average of 38% during this period. Unfortunately, most companies simply accept this as an unavoidable part of the business cycle and really do nothing proactive to prevent it which is so wrong. They allow both employee motivation and customer loyalty to slide. So what does that mean for Q2? The second quarter will be busy period for most organizations. This is where customer service performance is critical for reducing defection of existing customers, and capturing those customers becoming disillusioned with your competitors. In order to capture the opportunity awaiting, you have to revitalize energy back into your people. If you haven't already, this is the time to motivate, stimulate and educate your people. The payoff is huge at the same juncture the cost of not doing anything is so dear. By Mr O. Vere

Industry Report
Spiritage roll into call centre business
Spiritage Zimbabwe Limited (Spiritage) which rolled out its data and voice telephony network last year is now into call centre Dr Z. Wazara business, joining outsourcers like Advanced Contact Solutions and African Contact Solutions (Africcs) who are also in the call centre business outsourcing. Spiritage has already set up a switch with a capacity to carry over 400 000 subscribers and the network code was given as 08622. In May last year, Spiritage announced that it had been given a data and voice telephony license. Its Internet Access Provider (IPA) license allows them to offer data, short-message-system and voice telephony services. Spiritage currently have a switch with capacity for a 1200 seater call centre which will also create virtual call centres for local players. Currently its call centre is servicing its inhouse small business units. The call centre industry is growing with most banks, insurance setting in-house call centres for customer support and outbound marketing. upgrade to the latest Global banking system. The ICT systems upgrade will enhance the agrofocused banking institutions flexibility to offer a diverse range of products and service delivery by enabling customer convenience and ensuring quick turnaround time. This system will bring banking convenience to customers through multichannel CRM system. The customer relationship management, call centre solutions and electronic recruitment of customers will bring a lot of convenience to customers. Agribank was not spared the challenges associated with the liquidity crunch that characterized the economy since dollarization in 2009 following a decade of economic instability. Meanwhile most banks have adopted the call centre systems for customer support and outbound marketing . Call centres are a prerequisite for mobile banking support. Besides embracing technology Agribank will also leverage on its extensive network of 47 branches scattered across the country .The bank has been proactively investing in branch connectivity for effective and efficient customer service, developments which have left the Government-owned bank in a much stronger financial position and well placed to play a major role in supporting the agriculture sector going forward.
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Agribank embrace technology


AGRIBANK has completed its US$2,5 million ICT

Rethink the impossible!!!

President. Thomas Edison was relentless in his approach toward inventing the light bulb so much that he failed over 700 times working to achieve his objective. His belief was so powerful that he overcame failure over 700 times to accomplish his goal. The average inventor would have given up; but Thomas Edison was no common inventor. The powerful lesson learned from those who believe in themselves is that there are no failures, only quitters. Dont give up on your

Contact Centers, Call centre Management Group (SA) , Service Quality Institute, Global Sourcing Council, International Customer Management Institute, Chartered Institute of Customer Management, Call Centre Academy (Zim) among other reputable international organizations. To date CCAZ membership consists of over 20 organizations and 100 individuals. The membership spans from Telecoms Sector, banking sector, Local Authorities, Insurance, Tourism and Hospitality Industry, Retail, Call Centre Outsourcers and manufacturing.

So you think you are worse?????


Many people have goals in their lives and a sincere desire to achieve them, but for some reason they are never able to get past the initial roadblocks they encounter on their path to success. They allow themselves to be defeated by a few failures early in their quest. I believe that they are afraid of embarrassing themselves. The interesting thing is that embarrassment is a state of mind. No one can make you feel embarrassed without your permission. If you understand that failure is a normal part of success then you should be willing to fail repeatedly while you are on your path to your goals. Dont be embarrassed or make apologies for failing. Just evaluate what went wrong and try again. Confucius once put it right when he said our greatest glory is in never falling but in rising every time we fall.. Some people get annoyed and frustrated when "problems" arise, but the smart and successful view these occurrences as challenges. These challenges help to refine the person you are becoming by polishing your skills and preparing you for what's next. If you think your situation is worse think of Walt Disney who was turned down by over a hundred banks when he tried to get funding to develop Disneyland. He was also fired from his job at a newspaper for "lacking ideas." He also had several bankruptcies before he was able to develop Disneyland. Abraham Lincoln's failed in business twice, had a nervous breakdown, and he was defeated in eight elections before becoming ..

dreams let alone quitting. Understand that the enemy always fights the hardest when he knows you are closest to your breakthrough. If you keep pressing on towards your promise, through faith and patience, you will get there. Dream, Explore, Achieve!!!!!!!!!!!! By Rinos Mautsa

Customer service assumptions


Many organizations try to take the easy road to improving service. They assumed that by adopting a new service policy, introducing a new training program, or giving stirring pep talks to their employees, theyll become known for their excellent service. Reality This is the most lethal assumption of all. As weve seen, its not easy to achieve service excellence. There are no shortcuts or quick fixes. Organizations that build their reputations on service do so by observing not just one, but every reality there is need to provide memorable customer experience. Good training without adequate selection is a waste of time and money. Carefully selected and well-trained service employees who are not empowered to look for ways to improve customer service quality are a waste of precious resources. Good service comes only from a well-executed, coherent strategy. All the pieces of the puzzle need to be in place

CCAZ receives global and local endorsement.


The CCAZ is structured as a nonprofit-making, national body that is focusing on uniting the Zimbabwean
Mr H. NkalaCCAZ Patron

customer

services/contact

centre industry, promoting the Business Process Outsourcing industry, promoting a culture of service excellence and ensuring compliance to international customer service standards. In other countries contact centre associations are directly monitored by the government with an annual amount allocated for the call centre industry development and association's programmes. CCAZ executive team is composed of local customer service/contact centre experts and owners who include Mr Herbert Nkala the Patron, Owen Vere the President, Cecilia Sewera, Victoria Ruzvidzo, Rod Jones, Dave Emberton, Adriaan Hefer, Mr R Duve, Fungai Chimwamurombe and other assistants.

Did You Know?


Since our inception in June 2011 to date we have received overwhelming support from the Zimbabwean government and we are working closely with the Ministry of Information and Communication Technology, Ministry of Tourism and Hospitality Industry and Ministry of Economic Planning and Investment Promotion, Zimbabwe Tour2

92% of all customer interactions happen via the phone, and 85% of consumers are dissatisfied with their phone experience. Source (Gartner) (CCAZ desk)

Important information to members


Events
Check out our events section, we have a lot of value adding events lined up for you this year. Dont miss out.

Membership promotion

Customer Service Experiences


Customer service team from Kingdom Bank poses for a photo with DPM Mutambara and CCAZ President. Kingdom was one of the main sponsors for the National Customer Service Week last year.

Membership tops 150..... bring two and you will be given free monthly membership for each member you bring

National Customer Service Week In preparation for the National Customer Service Week, we are looking for a suitable theme for the event. Every member is free to send their inputs. An individual member with winning theme will be given free membership for the whole year, free ticket to the service excellence awards and customer service week dinner Magazine Articles
Tell us about your customer service experiences and contribute in our newsletters and Customer Relationship Magazine. Send in your articles

Victoria Falls Hotel It is one of only three 1S0-accredited hotels in Zimbabwe. You have to be there to feel the ambience.

This Weeks Pick:


Nyaradzo Funeral Services
Nyaradzo Groups Sahwira Mukuru brand, conceived from experiencing first-hand and appreciating African customs and creation of intertwining relationship with customers has been the main driver of the groups phenomenal success in the sector, which now has more than 20 players drawn from insurance companies and financial houses. Nyaradzo offers its clients personalized services that meet and exceed customers expectations. The company has tailor made products to suit various pocket sizes, cultural beliefs and practices, family values and individual tastes. The team at Nyaradzo attributes the companys success to legendary services offered under one roof. Nyaradzoi s in a process of setting up a world class call centre aimed at increasing customer interaction . Nyaradzo has released Compact Disks and introduced pianos in all their chapels to give the much-needed musical therapy in order to soothe the emotions of the grieving families and friends. What delights most people is the Club Varoora and Club Vakwasha added to their products menu to give a cultural perspective to funerals by providing water pots and uniquely branded regalia for ease of identification. It is without doubt that Nyaradzo funeral services listens to customers, understand the customers needs and then provide a solution that meet and exceed customer expectations
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Customer Service Quotes


It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. Henry Ford The customer experience is the next competitive battleground. Jerry Gregoire, CIO, Dell Computers Customers dont expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter, V.P. British Airways

UP NEXT
NEW
Master Class Seminar

Upcoming Events
Annual Government, local authorities and business customer service conference 19-20 May

For the first time in Zimbabwe the CCAZ is hosting this outstanding Seminar. Existing and upcoming call center companies, this is an event you cant afford to miss. Limited seats, Book now! Date: 20-21 March 2012 Venue: Rainbow Towers Presenter: Rod Jones

Customer Services and call centre Winter School. 20-22 July 2012

Customer Service Week. 1-5 October 2012

Fee: US$500 (10% discount for members) Limited seats, Book now!

Service Excellence Awards. 5 October 2012

For sponsorship and partnership on the given events please feel free to contact us.

Contact Centre Association of Zimbabwe


1st floor, Exploration House 145 Robert Mugabe, Harare +263 735735880, +263 773 539785, +263 772432962 training@ccaz.org.zw customerservicezim@ccaz.org.zw www.ccaz.org.zw
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CCAZ Journal ISSUE 05 of FEBRUARY 2012