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STAGES OF THE HERO’S JOURNEY
The hero starts off in their normal world, but is then presented
with some information that acts as a call to head off into the
unknown.
Stage 1
THE CALL TO ADVENTURE
Once the hero has committed to the quest, his or her guide
and magical helper appears or becomes known. More often
than not, this supernatural mentor will present the hero with
one or more talismans or artifacts that will aid them later in
their quest.
Stage 2
MENTOR FIGURE/SUPERNATURAL AID
This is the point where the hero actually crosses into the field of
adventure, leaves the known limits of his or her world and
ventures into an unknown and dangerous realm where the
rules and limits are not known.
Stage 3
CROSSING THE FIRST THRESHOLD
The hero faces tests, meets allies, confronts enemies & learns
the rules of the Special World.
Stage 4
TEST, ALLIES AND ENEMIES
The hero meets a female figure of power and significance, often
supernatural and a representation of unconditional love.
Stage 5
MEETING WITH THE GODDESS
The belly of the whale represents the final separation from the
hero's known world and self. By entering this stage, he shows
willingness to undergo a metamorphosis.
Stage 6
THE BELLY OF THE WHALE
The hero must confront his own mortality and face the world on
his own.
Stage 7
DEATH OF THE MENTOR
The hero dies a physical death, or dies to the self to live in
spirit. He or she enters a state of divine knowledge, love,
compassion and bliss.
Stage 8
APOTHESIS (DEATH AND REBIRTH)
Just as the hero may need guides and assistants at the start of
the quest, they often need rescuers to bring them back to
everyday life--especially if the person has been wounded or
weakened by the experience.
Stage 9
OUTSIDE HELP OR RESCUE
The achievement of the goal or fulfillment of the quest. All the
previous steps serve to prepare and purify the hero for this
step
Stage 10
THE ULTIMATE BOON
The hero returns from the journey with the “elixir” or wisdom
gained from the quest. He must then find a way to share this
gift to help everyone in the Ordinary World.
Stage 11
RETURN OF THE HERO
There are several versions of the “Hero’s Journey” and many stories include only a few of
the stages.
Can you think of other stories (movies or books) that use some or all of the stages we’ve
discussed?
The Maze Runner
The Hunger Games
Kung Fu Panda
Men in Black
???
CONCLUSION
There are several versions of the “Hero’s Journey” and many stories include only a few of
the stages.
Can you think of other stories (movies or books) that use some or all of the stages we’ve
discussed?
The Maze Runner
The Hunger Games
Kung Fu Panda
Men in Black
CCMG BPeSA 2018 Industry Awards!!
STAGES OF THE HERO’S JOURNEY
The hero starts off in their normal world, but is then presented
with some information that acts as a call to head off into the
unknown.
Stage 1
THE CALL TO ADVENTURE
The entrant decides that he/she wants to be benchmarked
against the best-of-the-best in the Industry, and hopefully win
an award (or two).
Once the hero has committed to the quest, his or her guide
and magical helper appears or becomes known. More often
than not, this supernatural mentor will present the hero with
one or more talismans or artifacts that will aid them later in
their quest.
Stage 2
MENTOR FIGURE/SUPERNATURAL AID
The entrant approaches their immediate superior (or
department manager/CEO/Ops Director), and together they
start the quest of entering the awards
process.
This is the point where the hero actually crosses into the
field of adventure, leaves the known limits of his or her
world and ventures into an unknown and dangerous realm
where the rules and limits are not known.
Stage 3
CROSSING THE FIRST THRESHOLD
The entrant embarks on the tedious process of registering for
a particular award(s) and then has that “Oh Sh*t” moment
when they realise how much work it actually is!!
The hero faces tests, meets allies, confronts enemies &
learns the rules of the Special World.
Stage 4
TEST, ALLIES AND ENEMIES
The entrant answers each head-scratching question with, at
first, sheer guesswork and then, after realising the impact of
winning the award(s), finally abides by the Awards Rules and
works on the decent and proper submission.
The hero meets a female figure of power and significance,
often supernatural and a representation of unconditional
love.
Stage 5
MEETING WITH THE GODDESS
The entrant attends a CCMG BPeSA Awards Launch and is
immediately transported to a magical place where Lady Haigh
and Princess Phillips await … barking instructions and sharing
insight
The belly of the whale represents the final separation from
the hero's known world and self. By entering this stage, he
shows willingness to undergo a metamorphosis.
Stage 6
THE BELLY OF THE WHALE
The entrant is overwhelmed by the mammoth task before them,
delving into the deepest recesses of their professional career to
bring out in their entry the body of evidence of the “Awesomeness!!”
The hero must confront his own mortality and face the
world on his own.
Stage 7
DEATH OF THE MENTOR
After weeks of sleepless nights and days of sifting through
stats and testimonials, the entrant loses his/her support from
said superior/manager/CEO/Ops Managar as they get
frustrated with all the questions and queries from their
subordinate.
In a flash, they are on their own!
The hero dies a physical death, or dies to the self to live in
spirit. He or she enters a state of divine knowledge, love,
compassion and bliss.
Stage 8
APOTHESIS (DEATH AND REBIRTH)
On the last of those sleepless nights, probably the night before the closing date,
the entrant dies a spiritual death and has an epiphany … I Can Win This!!!
All stops are pulled out from here on in.
Just as the hero may need guides and assistants at the start of
the quest, they often need rescuers to bring them back to
everyday life--especially if the person has been wounded or
weakened by the experience.
Stage 9
OUTSIDE HELP OR RESCUE
The Final Push, and the entrant calls out for support from ALL in
the department, sometimes in the Company, and they come to
him/her by the thousands!!
(Okay maybe three or four people …)
The achievement of the goal or fulfillment of the quest. All the
previous steps serve to prepare and purify the hero for this
step
Stage 10
THE ULTIMATE BOON
The entry is in!
“And it’s a Winner … I Can Feel It!!”
The hero returns from the journey with the “elixir” or wisdom
gained from the quest. He must then find a way to share this
gift to help everyone in the Ordinary World.
Stage 11
RETURN OF THE HERO
The entrant attends the Awards Gala Dinner with bravado and
hopes that they take their respective categories by a landslide!
They do, and return to their companies heroes of the
Resistance.
The 2018 CCMG BPeSA
Industry Awards
CCMG BPESA 2018 AWARDS THE THEME – WHY STAR WARS
The best stories teach us lessons and Star Wars is overflowing with them including the following that can be
used during the year to guide the content of masterclasses, communication, awards etc
• Dream Big and Reach for the STARS - Star Wars reinforces that we can do incredible things but we must
have the desire to turn dreams into reality
• Overcome the fear within yourself
• Anything is possible but we have to believe it first
• It teaches us loyalty – a friend in need is a friend in deed – stand by through thick and thin (could be
used to address attrition issues)
• Find and BE a good mentor. Mentors help shape your life, both professionally and personally and will
show you the path in the darkness. [Grand Master Yoda]
• Diversity - Never judge anyone by their look, size, color or creed. Looks are always deceptive
• Embrace the traits that make you stand apart
• Gender equality - You can be a Princess and a warrior [Princess Leia]
• Ethics in business - Star Wars teaches us is that there is a hero and villain in each one of us. Fear and
anger always lead to the dark side which is lucrative and path with less hurdles. When you are confused
between right and wrong, search your feelings for making the right decision.
CCMG BPESA 2018 INDUSTRY AWARDS CATEGORIES
 INDIVIDUAL AWARDS
 Best Data Analyst
 Best Workforce Planning (WFM) Professional
 Best CC Trainer/coach Professional
 Best CC Collections Professional
 Best CC Customer Service Professional
 Best Contact Centre Operational Manager
 Best Contact Centre Sales Professional
 Best Contact Centre Supervisor
 Best Sales Manager
 Best Support Role (Back Office Functions including HR, IT, Finance,
Project Management)
CCMG BPESA 2018 INDUSTRY AWARDS CATEGORIES
 COMPANY AWARDS
 Best External Support [VENDOR CATEGORY]
 Best Technology Innovation [internal & external]
 Best skills/people Innovation [internal & external]
 Best Captive [Domestic] Contact Centre
 Best Domestic Outsource Contact Centre
 Best International outsource contact centre S/M
 Best International outsourced contact centre Large
 Best shared services centre
 Best Impact Sourcing (unemployed skills development)
CCMG BPESA 2018 INDUSTRY JUDGING PANEL
 Adam Walker – Webhelp – Head of Leadership & Organisational Development
 Annie Padayachee – Smollan – Executive: Smollan Customer Interaction Centre
 Nicola Jordaan – Genii Analytics – Chief Insights Officer
 Michael Kwagdi – Woolworths Financial Services - Head: Collections
 Jacques Jonker – Harambee - Head of Contact Centres
 Melanie Hagan – CCI – Head of Operations
 Mushfiq Hopkins – Zailab – Customer Success Team
 Rogan Davies – O’Keefe and Swartz – Group CEO
 Carlos Santana – CCI – HOD Skills Development
CURRENT CCMG BPESA 2018 AWARDS RULES
 The adjudication, management and presentation of awards will be at the sole discretion of the CCMG & BPESA judging
panel and no correspondence or interaction with the industry association will be allowed.
 The judges' decision is final.
 The adjudication panel must be granted access to the individual and shall be empowered to approach current employers
for reference purposes.
 Evidence of plagiarism or misrepresentation will result in disqualification and the entrant will be notified accordingly.
 Late and/or incomplete entries will be disqualified and the entrant will be notified accordingly. It is the entrant’s
responsibility to ensure that all information is updated, and factual.
 All judges will have an arms-length relationship with entries. Should a close association exist; the judge in question will
excuse him/her from the particular entry in question.
 You may enter as many categories as you chose provided you complete the relevant entry form.
 Winners will be announced in September 2018 at our annual awards banquet.
 Winning entrants will be requested to represent the CCMG at post-competition functions.
 The judges reserve the right not to make an award in any given category
 Current and previous category winners will be legible to enter the same categories again
 Individual categories with less than 10 entries will not be judged
 Company categories with less than 3 entries will not be judged
 All entries will require a digital signature/authorisation that confirms that the entrant has the support
and approval to enter from their company
• All information that is shared with the judging committee and as part of the judging process has been done so with the
explicit authorisation and approval from the relevant company representatives
CCMG BPESA 2018 AWARDS ENTRY PROCESS
 Round one is submission of entry using online process at
awards.ccmg.org.za
 Shortlist of finalists will then be announced for round 2
 Face to face interviews for all using Webex type facilities
 Current 15 minutes PowerPoint presentation to be replaced
with a 3 – 5 minute video which is submitted before the
interviews are scheduled
 Site visits will only pertain to certain categories (Best Outsource
and Best captive) and will be communicated accordingly
A
reminder
that all
entries
are FREE
CCMG BPESA 2018 INDUSTRY AWARDS HINTS & TIPS
 HAVE A PLAN - Download the questions and plan who is going to answer what questions by
when and project manage delivery to ensure a cohesive entry – company awards
 Don’t underestimate the effort involved to craft and submit a winning entry - AVOID
lastminute.com attempts
 Companies please put in a basic filter for who can enter based on some criteria like previous
performance, top performers etc. Put your best foot forward by implementing a nomination and
approval process
 Please don’t write the entries for others – assist, coach and mentor but remember should they
make it to the finals they will be interviewed and not you so we must set the individual up for
success. No marketing brochures or briefs required to succeed!
 Watch out for the basics – spelling and grammar issues, incomplete answers
 Avoid ONE LINE answers – they are the easiest to judge!
 Do not plagiarise (trust us)
 Demonstrate competence by attaching proof of achievements and outcomes wherever
applicable. Supporting documentation is KEY to a winning entry.
CCMG BPESA 2018 INDUSTRY AWARDS HINTS & TIPS
• Speak as I not we – AVOID answers like the following:
Therefore, we dig deeper – we actively listen to our people because the answers to
retention lays in the voice of the employee.
• Understand what annualised attrition is (or any metric for that matter) – if need be
include the calculation you use if you feel there may be any confusion
 Avoid the theory – chances are we know that – we want to know what you have
achieved and how you went about doing it.
EXAMPLE:
Keeping the reasons for staff turn-over in mind, What innovative ideas and
approaches have you applied within your centre to decrease this turnover? What has
been the results?
BPO is an ever changing environment filled with millennials who are the most likely
generation to switch jobs. As one of the fastest growing industry’s it attracts the
fastest growing generation in the workplace OR This new generation of employees
are reshaping the workplace and for them it’s not about entitlement. It’s about
engagement.
AN EXAMPLE OF A POOR RESPONSE
How do you measure motivation and what methods do you use to motivate
your contact centre staff? Demonstrate effectiveness of this approach.
Everything is about people and people need to get personally inspired to
deliver and perform. Inspired employees want to be and do their best and to
use their skills to their fullest potential for their own success and that of the
business.
SAME QUESTION – GOOD ANSWER + PROOF = WINNER
How do you measure motivation and what methods do you use to motivate your contact centre staff? Demonstrate effectiveness of
this approach.
In our line of business, we require motivated individuals. Happy employee’s equal happy customers and if our employees are
satisfied and happy with our management and workplace environment, their commitment naturally increases and in turn they put
their best efforts forward.
We believe that measuring motivation should not be a ‘once-off’ action. Our methods include using a variety of tools including:
- employee suggestions boxes
- employee performance reviews
- anonymous employee surveys
- coffee talk sessions
- town hall meetings
- end-of-week team satisfaction sessions
These help to obtain the necessary feedback to measure motivation as well as get optimal results by using more than one tool. As
per previous answer, our contact centre is all about engagement. As much as we engage with our customers, we engage with our
internal clients – our employees on a frequent basis through personalised professional plans/ offering a variety of learning
options/ encouraging a “can-do” attitude (and positive personal self-image)/ providing structure and guidance/ encouraging
employee engagement activities/ incentive schemes and recognition programs.
If you treat your staff well, listen actively and promote engagement and professional development, they will be happy and
motivated to do their jobs and contribute to the growth of the company.
CCMG BPESA 2018 INDUSTRY AWARDS IMPORTANT DATES
 Online submissions open 1 April 2018
 Entries close 31 MAY 2018 so don’t delay!
 Finalists will be announced on the 8th of July
 Glittering award ceremony to be held on the 29 SEPTEMBER 2018
May the Force be with You!

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CCMG BPESA Awards Launch

  • 1.
  • 2.
  • 3. STAGES OF THE HERO’S JOURNEY
  • 4. The hero starts off in their normal world, but is then presented with some information that acts as a call to head off into the unknown. Stage 1 THE CALL TO ADVENTURE
  • 5. Once the hero has committed to the quest, his or her guide and magical helper appears or becomes known. More often than not, this supernatural mentor will present the hero with one or more talismans or artifacts that will aid them later in their quest. Stage 2 MENTOR FIGURE/SUPERNATURAL AID
  • 6. This is the point where the hero actually crosses into the field of adventure, leaves the known limits of his or her world and ventures into an unknown and dangerous realm where the rules and limits are not known. Stage 3 CROSSING THE FIRST THRESHOLD
  • 7. The hero faces tests, meets allies, confronts enemies & learns the rules of the Special World. Stage 4 TEST, ALLIES AND ENEMIES
  • 8. The hero meets a female figure of power and significance, often supernatural and a representation of unconditional love. Stage 5 MEETING WITH THE GODDESS
  • 9. The belly of the whale represents the final separation from the hero's known world and self. By entering this stage, he shows willingness to undergo a metamorphosis. Stage 6 THE BELLY OF THE WHALE
  • 10. The hero must confront his own mortality and face the world on his own. Stage 7 DEATH OF THE MENTOR
  • 11. The hero dies a physical death, or dies to the self to live in spirit. He or she enters a state of divine knowledge, love, compassion and bliss. Stage 8 APOTHESIS (DEATH AND REBIRTH)
  • 12. Just as the hero may need guides and assistants at the start of the quest, they often need rescuers to bring them back to everyday life--especially if the person has been wounded or weakened by the experience. Stage 9 OUTSIDE HELP OR RESCUE
  • 13. The achievement of the goal or fulfillment of the quest. All the previous steps serve to prepare and purify the hero for this step Stage 10 THE ULTIMATE BOON
  • 14. The hero returns from the journey with the “elixir” or wisdom gained from the quest. He must then find a way to share this gift to help everyone in the Ordinary World. Stage 11 RETURN OF THE HERO
  • 15. There are several versions of the “Hero’s Journey” and many stories include only a few of the stages. Can you think of other stories (movies or books) that use some or all of the stages we’ve discussed? The Maze Runner The Hunger Games Kung Fu Panda Men in Black ??? CONCLUSION
  • 16.
  • 17. There are several versions of the “Hero’s Journey” and many stories include only a few of the stages. Can you think of other stories (movies or books) that use some or all of the stages we’ve discussed? The Maze Runner The Hunger Games Kung Fu Panda Men in Black CCMG BPeSA 2018 Industry Awards!!
  • 18. STAGES OF THE HERO’S JOURNEY
  • 19. The hero starts off in their normal world, but is then presented with some information that acts as a call to head off into the unknown. Stage 1 THE CALL TO ADVENTURE The entrant decides that he/she wants to be benchmarked against the best-of-the-best in the Industry, and hopefully win an award (or two).
  • 20. Once the hero has committed to the quest, his or her guide and magical helper appears or becomes known. More often than not, this supernatural mentor will present the hero with one or more talismans or artifacts that will aid them later in their quest. Stage 2 MENTOR FIGURE/SUPERNATURAL AID The entrant approaches their immediate superior (or department manager/CEO/Ops Director), and together they start the quest of entering the awards process.
  • 21. This is the point where the hero actually crosses into the field of adventure, leaves the known limits of his or her world and ventures into an unknown and dangerous realm where the rules and limits are not known. Stage 3 CROSSING THE FIRST THRESHOLD The entrant embarks on the tedious process of registering for a particular award(s) and then has that “Oh Sh*t” moment when they realise how much work it actually is!!
  • 22. The hero faces tests, meets allies, confronts enemies & learns the rules of the Special World. Stage 4 TEST, ALLIES AND ENEMIES The entrant answers each head-scratching question with, at first, sheer guesswork and then, after realising the impact of winning the award(s), finally abides by the Awards Rules and works on the decent and proper submission.
  • 23. The hero meets a female figure of power and significance, often supernatural and a representation of unconditional love. Stage 5 MEETING WITH THE GODDESS The entrant attends a CCMG BPeSA Awards Launch and is immediately transported to a magical place where Lady Haigh and Princess Phillips await … barking instructions and sharing insight
  • 24. The belly of the whale represents the final separation from the hero's known world and self. By entering this stage, he shows willingness to undergo a metamorphosis. Stage 6 THE BELLY OF THE WHALE The entrant is overwhelmed by the mammoth task before them, delving into the deepest recesses of their professional career to bring out in their entry the body of evidence of the “Awesomeness!!”
  • 25. The hero must confront his own mortality and face the world on his own. Stage 7 DEATH OF THE MENTOR After weeks of sleepless nights and days of sifting through stats and testimonials, the entrant loses his/her support from said superior/manager/CEO/Ops Managar as they get frustrated with all the questions and queries from their subordinate. In a flash, they are on their own!
  • 26. The hero dies a physical death, or dies to the self to live in spirit. He or she enters a state of divine knowledge, love, compassion and bliss. Stage 8 APOTHESIS (DEATH AND REBIRTH) On the last of those sleepless nights, probably the night before the closing date, the entrant dies a spiritual death and has an epiphany … I Can Win This!!! All stops are pulled out from here on in.
  • 27. Just as the hero may need guides and assistants at the start of the quest, they often need rescuers to bring them back to everyday life--especially if the person has been wounded or weakened by the experience. Stage 9 OUTSIDE HELP OR RESCUE The Final Push, and the entrant calls out for support from ALL in the department, sometimes in the Company, and they come to him/her by the thousands!! (Okay maybe three or four people …)
  • 28. The achievement of the goal or fulfillment of the quest. All the previous steps serve to prepare and purify the hero for this step Stage 10 THE ULTIMATE BOON The entry is in! “And it’s a Winner … I Can Feel It!!”
  • 29. The hero returns from the journey with the “elixir” or wisdom gained from the quest. He must then find a way to share this gift to help everyone in the Ordinary World. Stage 11 RETURN OF THE HERO The entrant attends the Awards Gala Dinner with bravado and hopes that they take their respective categories by a landslide! They do, and return to their companies heroes of the Resistance.
  • 30. The 2018 CCMG BPeSA Industry Awards
  • 31. CCMG BPESA 2018 AWARDS THE THEME – WHY STAR WARS The best stories teach us lessons and Star Wars is overflowing with them including the following that can be used during the year to guide the content of masterclasses, communication, awards etc • Dream Big and Reach for the STARS - Star Wars reinforces that we can do incredible things but we must have the desire to turn dreams into reality • Overcome the fear within yourself • Anything is possible but we have to believe it first • It teaches us loyalty – a friend in need is a friend in deed – stand by through thick and thin (could be used to address attrition issues) • Find and BE a good mentor. Mentors help shape your life, both professionally and personally and will show you the path in the darkness. [Grand Master Yoda] • Diversity - Never judge anyone by their look, size, color or creed. Looks are always deceptive • Embrace the traits that make you stand apart • Gender equality - You can be a Princess and a warrior [Princess Leia] • Ethics in business - Star Wars teaches us is that there is a hero and villain in each one of us. Fear and anger always lead to the dark side which is lucrative and path with less hurdles. When you are confused between right and wrong, search your feelings for making the right decision.
  • 32. CCMG BPESA 2018 INDUSTRY AWARDS CATEGORIES  INDIVIDUAL AWARDS  Best Data Analyst  Best Workforce Planning (WFM) Professional  Best CC Trainer/coach Professional  Best CC Collections Professional  Best CC Customer Service Professional  Best Contact Centre Operational Manager  Best Contact Centre Sales Professional  Best Contact Centre Supervisor  Best Sales Manager  Best Support Role (Back Office Functions including HR, IT, Finance, Project Management)
  • 33. CCMG BPESA 2018 INDUSTRY AWARDS CATEGORIES  COMPANY AWARDS  Best External Support [VENDOR CATEGORY]  Best Technology Innovation [internal & external]  Best skills/people Innovation [internal & external]  Best Captive [Domestic] Contact Centre  Best Domestic Outsource Contact Centre  Best International outsource contact centre S/M  Best International outsourced contact centre Large  Best shared services centre  Best Impact Sourcing (unemployed skills development)
  • 34. CCMG BPESA 2018 INDUSTRY JUDGING PANEL  Adam Walker – Webhelp – Head of Leadership & Organisational Development  Annie Padayachee – Smollan – Executive: Smollan Customer Interaction Centre  Nicola Jordaan – Genii Analytics – Chief Insights Officer  Michael Kwagdi – Woolworths Financial Services - Head: Collections  Jacques Jonker – Harambee - Head of Contact Centres  Melanie Hagan – CCI – Head of Operations  Mushfiq Hopkins – Zailab – Customer Success Team  Rogan Davies – O’Keefe and Swartz – Group CEO  Carlos Santana – CCI – HOD Skills Development
  • 35. CURRENT CCMG BPESA 2018 AWARDS RULES  The adjudication, management and presentation of awards will be at the sole discretion of the CCMG & BPESA judging panel and no correspondence or interaction with the industry association will be allowed.  The judges' decision is final.  The adjudication panel must be granted access to the individual and shall be empowered to approach current employers for reference purposes.  Evidence of plagiarism or misrepresentation will result in disqualification and the entrant will be notified accordingly.  Late and/or incomplete entries will be disqualified and the entrant will be notified accordingly. It is the entrant’s responsibility to ensure that all information is updated, and factual.  All judges will have an arms-length relationship with entries. Should a close association exist; the judge in question will excuse him/her from the particular entry in question.  You may enter as many categories as you chose provided you complete the relevant entry form.  Winners will be announced in September 2018 at our annual awards banquet.  Winning entrants will be requested to represent the CCMG at post-competition functions.  The judges reserve the right not to make an award in any given category  Current and previous category winners will be legible to enter the same categories again  Individual categories with less than 10 entries will not be judged  Company categories with less than 3 entries will not be judged  All entries will require a digital signature/authorisation that confirms that the entrant has the support and approval to enter from their company • All information that is shared with the judging committee and as part of the judging process has been done so with the explicit authorisation and approval from the relevant company representatives
  • 36. CCMG BPESA 2018 AWARDS ENTRY PROCESS  Round one is submission of entry using online process at awards.ccmg.org.za  Shortlist of finalists will then be announced for round 2  Face to face interviews for all using Webex type facilities  Current 15 minutes PowerPoint presentation to be replaced with a 3 – 5 minute video which is submitted before the interviews are scheduled  Site visits will only pertain to certain categories (Best Outsource and Best captive) and will be communicated accordingly A reminder that all entries are FREE
  • 37. CCMG BPESA 2018 INDUSTRY AWARDS HINTS & TIPS  HAVE A PLAN - Download the questions and plan who is going to answer what questions by when and project manage delivery to ensure a cohesive entry – company awards  Don’t underestimate the effort involved to craft and submit a winning entry - AVOID lastminute.com attempts  Companies please put in a basic filter for who can enter based on some criteria like previous performance, top performers etc. Put your best foot forward by implementing a nomination and approval process  Please don’t write the entries for others – assist, coach and mentor but remember should they make it to the finals they will be interviewed and not you so we must set the individual up for success. No marketing brochures or briefs required to succeed!  Watch out for the basics – spelling and grammar issues, incomplete answers  Avoid ONE LINE answers – they are the easiest to judge!  Do not plagiarise (trust us)  Demonstrate competence by attaching proof of achievements and outcomes wherever applicable. Supporting documentation is KEY to a winning entry.
  • 38. CCMG BPESA 2018 INDUSTRY AWARDS HINTS & TIPS • Speak as I not we – AVOID answers like the following: Therefore, we dig deeper – we actively listen to our people because the answers to retention lays in the voice of the employee. • Understand what annualised attrition is (or any metric for that matter) – if need be include the calculation you use if you feel there may be any confusion  Avoid the theory – chances are we know that – we want to know what you have achieved and how you went about doing it. EXAMPLE: Keeping the reasons for staff turn-over in mind, What innovative ideas and approaches have you applied within your centre to decrease this turnover? What has been the results? BPO is an ever changing environment filled with millennials who are the most likely generation to switch jobs. As one of the fastest growing industry’s it attracts the fastest growing generation in the workplace OR This new generation of employees are reshaping the workplace and for them it’s not about entitlement. It’s about engagement.
  • 39. AN EXAMPLE OF A POOR RESPONSE How do you measure motivation and what methods do you use to motivate your contact centre staff? Demonstrate effectiveness of this approach. Everything is about people and people need to get personally inspired to deliver and perform. Inspired employees want to be and do their best and to use their skills to their fullest potential for their own success and that of the business.
  • 40. SAME QUESTION – GOOD ANSWER + PROOF = WINNER How do you measure motivation and what methods do you use to motivate your contact centre staff? Demonstrate effectiveness of this approach. In our line of business, we require motivated individuals. Happy employee’s equal happy customers and if our employees are satisfied and happy with our management and workplace environment, their commitment naturally increases and in turn they put their best efforts forward. We believe that measuring motivation should not be a ‘once-off’ action. Our methods include using a variety of tools including: - employee suggestions boxes - employee performance reviews - anonymous employee surveys - coffee talk sessions - town hall meetings - end-of-week team satisfaction sessions These help to obtain the necessary feedback to measure motivation as well as get optimal results by using more than one tool. As per previous answer, our contact centre is all about engagement. As much as we engage with our customers, we engage with our internal clients – our employees on a frequent basis through personalised professional plans/ offering a variety of learning options/ encouraging a “can-do” attitude (and positive personal self-image)/ providing structure and guidance/ encouraging employee engagement activities/ incentive schemes and recognition programs. If you treat your staff well, listen actively and promote engagement and professional development, they will be happy and motivated to do their jobs and contribute to the growth of the company.
  • 41. CCMG BPESA 2018 INDUSTRY AWARDS IMPORTANT DATES  Online submissions open 1 April 2018  Entries close 31 MAY 2018 so don’t delay!  Finalists will be announced on the 8th of July  Glittering award ceremony to be held on the 29 SEPTEMBER 2018
  • 42. May the Force be with You!

Editor's Notes

  1. In the film Avatar, RDA recruits Jake to take his murdered brother’s place on Pandora and become an Avatar. In The Lord of the Rings, Frodo is given the One Ring by Gandalf in order to keep it safe. In Harry Potter, it comes literally as a written invitation to “Hogwarts School of Witchcraft and Wizardry.” In Star Wars, Luke receives the call as a plea recorded in a hologram.
  2. In Avatar, both Grace and Neytiri mentor Jake. While Grace gives him the technology of the Avatar program, Neytiri teaches Jake the ways of the Na’vi. In The Lord of the Rings, the wizard Gandalf mentors Frodo, just as he had earlier mentored his uncle, Bilbo. In Harry Potter, Harry’s first mentor is Hagrid—who introduces him to the wizarding world and helps him acquire a wand. He is later mentored by several of his teachers-- especially Professor Dumbledore. In Star Wars, Obi-Wan begins to instruct Luke in the ways of the Force and gives him his father's lightsaber.
  3. In Avatar, Jake crosses the threshold the first time he enters the Avatar body and experiences the mobility, power and spirituality of the Na’vi body. In The Lord of the Rings, Frodo leaves Bag End and begins his journey, passing through the Old Forest and visits the “Prancing Pony.” In Harry Potter, Harry enters both Diagon Alley and the train platform 9-3/4 by magical means. In Star Wars, Luke follows Obi-Wan into the cantina in Mos Eisely (a wretched hive of scum and villainy) in search of a pilot to take them to Alderaan.
  4. In Avatar, Jake aligns himself first with Grace and her team and later with Neytiri and the Omaticaya. He passes several Na’vi rites of passage to become one of the people. As he resists the temptation to “get his real legs back” by betraying the Na’vi, he finds himself at odds with Quaritch, Selfridge and the RDA mercenaries. In The Lord of the Rings, Frodo meets the Fellowship, encounters the Nazgul and takes on the quest to take the Ring into Mordor. In Harry Potter, Harry befriends Ron and Hermione, begins school at Hogwarts, meets his teachers, and begins to learn about Voldemort. In Star Wars, Luke meets Han Solo and Chewbacca in the Mos Eisley cantina, after meeting C-3PO and R2-D2 when they are purchased from the Jawas. He learns from Obi-Wan Kenobi that Darth Vader murdered his father, and he begins training with the lightsaber.
  5. In Avatar, Jake meets Neytiri as she saves him from the Viper Wolves. He falls in love with her and by extension, the Omaticaya clan, the Na’vi people and Pandora itself. In The Lord of the Rings, this is the elf queen Galadriel who inspires the Fellowship and gives them each a magical gift. In Harry Potter, Sybil Trelawney fulfills this role as she prophesies about how Harry’s destiny is intertwined with Voldemort’s. In Star Wars, Princess Leia inadvertently sends Luke on his quest to become a Jedi and ultimately becomes the family he never knew he had.
  6. In Avatar, this occurs when Jake joins Grace’s team at Site 26. He spends nearly all of his time in the link as an Avatar and his human body begins to deteriorate. In The Lord of the Rings, Frodo enters Mount Doom to cast the One Ring into the fire. In Harry Potter, Harry walks willingly into Voldemort’s camp (Deathly Hallows). In Star Wars, Luke enters the Death Star as the Millennium Falcon is captured by a tractor beam. What happens here will change him forever.
  7. In Avatar, Grace’s death at the hands of Quaritch and the subsequent failed transfer into her Avatar body puts Jake’s struggle in clear life-and-death terms. In The Lord of the Rings, Gandalf’s death in Moria leaves the Fellowship without their guide and greatest ally. In Harry Potter, Dumbledore is killed by seeming treachery and Harry is forced to take up the Horcrux quest on his own. In Star Wars, Obi-Wan sacrifices himself to save Luke and his friends, and Luke must prove he is ready to use the Force on his own.
  8. In Avatar, Jake becomes “Toruk Macto” and leads the native Pandorans in battle against Quaritch and RDA. In The Lord of the Rings, Frodo recovers from near-death experiences (the Nazgul sword and Mt. Doom in Mordor) in Rivendell. Later he is chosen to go with the elves to the Gray Havens. In Harry Potter, Harry accepts his fate in regards to Voldemort, visits a limbo between life and death and then returns to fulfill his destiny. In Star Wars, during the trench run attack on the Death Star, Luke lets go of his conscious self and uses the Force to hit the exhaust port with the proton torpedo.
  9. In Avatar, Neytiri kills Quaritch and rescues Jake from a near-death experience in the link. She then cradles his paralyzed, helpless human body in her arms and they “see” each other’s true selves for the first time. In The Lord of the Rings, Frodo would have failed in his quest at several points without the help of Sam. While in Mt. Doom, Frodo is saved from The Ring’s temptation by Gollum’s interference. In Harry Potter, Harry has one final enlightening conversation with Dumbledore before his ultimate confrontation with Voldemort. In Star Wars, Luke is able to get a clear shot at the Death Star’s exhaust port only after Han Solo destroys the TIE fighters following him through the trench.
  10. In Avatar, Jake is truly reborn as a Na’vi after completing his journey to be able “to see.” In The Lord of the Rings, Frodo completes his journey to Mount Doom and the Ring is destroyed. In Harry Potter, Harry has a final confrontation with Voldemort and emerges victorious. In Star Wars, Luke destroys the Death Star and saves the Rebel base from certain destruction.
  11. In Avatar, Jake becomes the new leader of the Omaticaya and must use his unique perspective to lead his people. In The Lord of the Rings, Frodo returns to Bag End after his quest, but finds he has been changed forever by his adventure and no longer belongs there. In Harry Potter, Harry uses his experiences fighting Voldemort to become a great Auror (dark wizard catcher). In Star Wars, Luke returns to the Rebel base as a hero and receives a reward and recognition.
  12. In the film Avatar, RDA recruits Jake to take his murdered brother’s place on Pandora and become an Avatar. In The Lord of the Rings, Frodo is given the One Ring by Gandalf in order to keep it safe. In Harry Potter, it comes literally as a written invitation to “Hogwarts School of Witchcraft and Wizardry.” In Star Wars, Luke receives the call as a plea recorded in a hologram.
  13. In Avatar, both Grace and Neytiri mentor Jake. While Grace gives him the technology of the Avatar program, Neytiri teaches Jake the ways of the Na’vi. In The Lord of the Rings, the wizard Gandalf mentors Frodo, just as he had earlier mentored his uncle, Bilbo. In Harry Potter, Harry’s first mentor is Hagrid—who introduces him to the wizarding world and helps him acquire a wand. He is later mentored by several of his teachers-- especially Professor Dumbledore. In Star Wars, Obi-Wan begins to instruct Luke in the ways of the Force and gives him his father's lightsaber.
  14. In Avatar, Jake crosses the threshold the first time he enters the Avatar body and experiences the mobility, power and spirituality of the Na’vi body. In The Lord of the Rings, Frodo leaves Bag End and begins his journey, passing through the Old Forest and visits the “Prancing Pony.” In Harry Potter, Harry enters both Diagon Alley and the train platform 9-3/4 by magical means. In Star Wars, Luke follows Obi-Wan into the cantina in Mos Eisely (a wretched hive of scum and villainy) in search of a pilot to take them to Alderaan.
  15. In Avatar, Jake aligns himself first with Grace and her team and later with Neytiri and the Omaticaya. He passes several Na’vi rites of passage to become one of the people. As he resists the temptation to “get his real legs back” by betraying the Na’vi, he finds himself at odds with Quaritch, Selfridge and the RDA mercenaries. In The Lord of the Rings, Frodo meets the Fellowship, encounters the Nazgul and takes on the quest to take the Ring into Mordor. In Harry Potter, Harry befriends Ron and Hermione, begins school at Hogwarts, meets his teachers, and begins to learn about Voldemort. In Star Wars, Luke meets Han Solo and Chewbacca in the Mos Eisley cantina, after meeting C-3PO and R2-D2 when they are purchased from the Jawas. He learns from Obi-Wan Kenobi that Darth Vader murdered his father, and he begins training with the lightsaber.
  16. In Avatar, Jake meets Neytiri as she saves him from the Viper Wolves. He falls in love with her and by extension, the Omaticaya clan, the Na’vi people and Pandora itself. In The Lord of the Rings, this is the elf queen Galadriel who inspires the Fellowship and gives them each a magical gift. In Harry Potter, Sybil Trelawney fulfills this role as she prophesies about how Harry’s destiny is intertwined with Voldemort’s. In Star Wars, Princess Leia inadvertently sends Luke on his quest to become a Jedi and ultimately becomes the family he never knew he had.
  17. In Avatar, this occurs when Jake joins Grace’s team at Site 26. He spends nearly all of his time in the link as an Avatar and his human body begins to deteriorate. In The Lord of the Rings, Frodo enters Mount Doom to cast the One Ring into the fire. In Harry Potter, Harry walks willingly into Voldemort’s camp (Deathly Hallows). In Star Wars, Luke enters the Death Star as the Millennium Falcon is captured by a tractor beam. What happens here will change him forever.
  18. In Avatar, Grace’s death at the hands of Quaritch and the subsequent failed transfer into her Avatar body puts Jake’s struggle in clear life-and-death terms. In The Lord of the Rings, Gandalf’s death in Moria leaves the Fellowship without their guide and greatest ally. In Harry Potter, Dumbledore is killed by seeming treachery and Harry is forced to take up the Horcrux quest on his own. In Star Wars, Obi-Wan sacrifices himself to save Luke and his friends, and Luke must prove he is ready to use the Force on his own.
  19. In Avatar, Jake becomes “Toruk Macto” and leads the native Pandorans in battle against Quaritch and RDA. In The Lord of the Rings, Frodo recovers from near-death experiences (the Nazgul sword and Mt. Doom in Mordor) in Rivendell. Later he is chosen to go with the elves to the Gray Havens. In Harry Potter, Harry accepts his fate in regards to Voldemort, visits a limbo between life and death and then returns to fulfill his destiny. In Star Wars, during the trench run attack on the Death Star, Luke lets go of his conscious self and uses the Force to hit the exhaust port with the proton torpedo.
  20. In Avatar, Neytiri kills Quaritch and rescues Jake from a near-death experience in the link. She then cradles his paralyzed, helpless human body in her arms and they “see” each other’s true selves for the first time. In The Lord of the Rings, Frodo would have failed in his quest at several points without the help of Sam. While in Mt. Doom, Frodo is saved from The Ring’s temptation by Gollum’s interference. In Harry Potter, Harry has one final enlightening conversation with Dumbledore before his ultimate confrontation with Voldemort. In Star Wars, Luke is able to get a clear shot at the Death Star’s exhaust port only after Han Solo destroys the TIE fighters following him through the trench.
  21. In Avatar, Jake is truly reborn as a Na’vi after completing his journey to be able “to see.” In The Lord of the Rings, Frodo completes his journey to Mount Doom and the Ring is destroyed. In Harry Potter, Harry has a final confrontation with Voldemort and emerges victorious. In Star Wars, Luke destroys the Death Star and saves the Rebel base from certain destruction.
  22. In Avatar, Jake becomes the new leader of the Omaticaya and must use his unique perspective to lead his people. In The Lord of the Rings, Frodo returns to Bag End after his quest, but finds he has been changed forever by his adventure and no longer belongs there. In Harry Potter, Harry uses his experiences fighting Voldemort to become a great Auror (dark wizard catcher). In Star Wars, Luke returns to the Rebel base as a hero and receives a reward and recognition.