“The C3Africa Human Capital Focus Report presents a positive and optimistic picture of the state of human capital management in South African contact centres “

Loane Sharp
Optimization analyst at Quest Staffing Solutions

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Generating Vital Industry Business Intelligence

Does our industry offer modern day slavery?
Or do we provide “Decent Work” for 150,000 South Africans?

A Ground-Breaking Research Report

C3Africa is proud to present the 2009 Human Capital Research Report, a ground breaking, in-depth analysis of the HC aspects of the South African contact centre environment. With extensive reviews on vital topics such as the right sourcing, selection, training, development, recognition, reward and wellbeing of staff, the Human Capital Focus Report provides extensive, in-depth industry and regionally specific data and business intelligence.

An Accurate Reflection of a Vibrant, Growing Industry

The C3Africa Human Capital Research Report reflects an accurate picture of a vibrant industry which is setting high standards of HR practice and providing decent work to over 150,000 South Africans. The Report is a “must have” for all strategists and decision-makers in the industry. It provides valuable qualitative feedback on the status of human relations in contact centres across the full spectrum of the industry.

Unfair Labour Practices? Get the real facts!

Armed with this vital knowledge, organisational leaders can use this to ensure long-term efficiency, cost effectiveness, and customer satisfaction. They will also have the hard facts and validated realities on hand to help mitigate against allegations suggesting unfair labour practices in their operating environment and in the industry as a whole.

Tables, Graphs, Section Highlights and Expert Commentaries

The high quality, Human Capital Focus Report features 120 glossy pages of tables, graphs, summaries and expert opinions giving YOU the reliable knowledge on which to base far-reaching strategic and tactical decisions.

Exclusive Business Insights by Recognised Experts

The report contains commentary on all the major findings, with a full set of statistical table, plus provocative opinion pieces written by seven of our top industry human capital experts.

• Roland Witham
• Loane Sharp
• Stefan Lauber
• Adelaide Matlejoane
• Andre du Toit
• Rod Jones
• Chere Monaisa

“The C3Africa Research Human Capital Report comes at a time when the South African contact centre industry is experiencing a time of introspection and reflection. Driven by economic and social realities it is a time to look inwards; to analyse and to diagnose areas of strength and weakness; to face the impact of market and social changes taking place; to devise new and refreshing strategies and tactics and to move ahead into 2010 and beyond with assured confidence.”

Bulelwa Koyana, Interim CEO of BPeSA

Credible Industry Knowledge and Reliable Business Intelligence

Using C3Africa’s unique and constantly updated and validated database comprising over 1,500 Southern African contact centres and over 6,000 contact centre professionals, C3Africa Research has established a well-proven record for producing credible industry research and reliable business intelligence. First published in Q3/2008, The 200 page C3Africa National BPO & Call centre Report has become a much-quoted source of accurate data reflecting the key quantification elements comprising the South African industry.

Published in late Q4/2009, the C3Africa Human Capital Report drills down into the major elements and drivers influencing the human capital aspect of the South African contact centre industry.

The 120 page Report is published in an easy-to-read, table top book format.

For information about orders and delivery please call Felicity Borland on (011) 656-9492 or 0861 C3AFRICA or email her at felicity.borland@c3africa.com

For information on sponsorship and marketing opportunities with C3Africa Research please call Angela Kelleher on 082-927-5946 or email her at angela.kelleher@c3africa.com

For information on C3Africa Research’s current and future projects please call Andy Quinan on 083-460-6328 or email him at andy.quinan@c3africa.com

The South African Contact Centre Human Capital Research Report is published by
C3Africa (Pty) Ltd, P O Box 650420, Benmore 2010

Commencing with fieldwork early in 2010, the long-awaited C3Africa South African Contact Centre Technologies Report promises to provide a great deal of previously unavailable data relating to the take-up, current usage and anticipated future usage of all manner of technologies utilised by the industry. The study will include probes on vital strategic issues such as Hosted Technologies, Connectivity & Bandwidth and other key developments affecting the industry.

South African-International OUTSOURCING Research Report.

• The Domestic Outsource / BPO Industry
• What business processes and contact centre or customer management functions are South African companies outsourcing?
• Why are they outsourcing?
• What do outsourcers demand?
• Growth projections?
• Business Opportunities?
• Job creation?

• Who is outsourcing?
• What contracts are being outsourced?
• Outsourcers’ demands?
• How does South Africa rank?