This document provides an agenda and information about an event discussing contact centers in South Africa. It includes: 1) An agenda for the event with presentations and panel discussions taking place in three regions simultaneously via video conference. 2) Information about award criteria for the Assegai Awards and documents being submitted for the annual competition. 3) Details on round table workshops to be held on topics like alignment with business strategy and customer satisfaction. 4) A list of startup documents and templates available on the website to help with contact center setup and operations.

1. WELCOME

2. AGENDA 10:00 Arrival/Networking 10:30 Brian Mdluli presents in Gauteng Video Conference to KZN and CT 11:30 Update from Sharon Haigh on the CCMG (presents in Gauteng with Video Conference to KZN and CT) 12:30 Panel Discussion in each of the regions on their own 13:00 Close and further networking.

3. THANK YOU TO: SAP for their facilities, enabling us to communicate with all 3 regions at once working smarter not harder Carolyn Lotz from Emmanuels Cape Town Tracy-Leigh van der Merwe from Emmanuels Kwazulu Natal Brian Mdluli CEO Direct Marketing Association of South Africa

4. UPDATE

5. Assegai Awards (DMA) Proposed Criteria Submit the call guide or script. Additional live recordings from the campaign may be submitted provided on CD-ROM Detailed information Campaign Objectives Target Market Definitions Data source and Segmentation or enhancements carried out prior to campaign Total number of customers / prospective customers called Total number of agents deployed Adherence to the DMA Code of Practice Type of Technology used Total cost or Budget Results / Measurable Stats

6. ANNUAL COMPETITION Coaching / Quality / Compliance Retention Succession and Attrition Strategy Reward Recognition and Motivation Customer Satisfaction Internal / External Management Information / Cost per Call / RoI Disaster Recovery Committee: Craig Shalekoff – Aurecon Annie Cohen – Johannesburg Water Sara Ross - Spescom

7. Round Table Workshops 23 June 2010 Alignment of the CC Environment to the Business Strategy. 21st July 2010 Customer Satisfaction Strategy and Implementation 18th August Change Management Strategy and Implementation Facilitated by Sara Ross at Spescom in the Board Room

8. WEBSITE Call Center/Contact center Startup Documents 1. CC Business Plan Sample 2. SWOT Analysis Tips & Example 3. CC Project Plan Document 4. All elements and requirements to have in your CC 5. Discovery Questionnaire for any organisation needs. 6. Business Start Up Sheet Template 7. Business Set up Check List 8. Vendors Scoring & Selection Sheet Template

9. Web Continued CC Quality & Service level agreement ( SLA ) & KPI’s 1. A Quick service level agreement guide lines document. 2. CC Supported services defining sheet. 3. CC Service Level template ready to use. 4. CC Representative Performance Form. 5. Customer Service Representative Quality Criteria. 6. CC Standard Monitoring Sheet. 7. Key Performance Indicators 8. Key Mile Stone Template

10. WEB Continued Call Center / Contact Center Operational Documents 1. Budget Sheet Budget Summary, Capital Expansion Sheet, Operational Sheet, Manpower Budget Sheet 2. Day To Day Operational Document 2.1. CRM Request Form 2.2. Head Set Request Form 2.3. Duty Swap Form With its producer 2.4. Leave & Absent Form 3. Calls forecasting and agent scheduling templates and sheets 3.1. Absenteeism 3.2.Forecast control 3.3.Staff capacity

11. WEB Continued 4. Chat Canned Phrases 5. CC Operational Reports 5.1. Agent Breaks Interval Report 5.2. Sample Agent Single Skill Summary Interval History Report 5.3. Agent Attendance Daily Historical Report 5.4. Trunk Daily Report 5.5. Agent Split Skill Daily Report 5.6. Daily Shift Report 5.7. Inquiries Reports 5.8. CC Daily Analysis Dashboard Report 6. Standard Email 6.1. Standard Emails to forward to other supported department or clients 6.2.Standard Emails Templates to handle customer inquires and requests

12. June Competition The CCMG would like to raise awareness of the association among the South African contact centre industry, and we would like you to help us! Know a professional who could benefit from our unique services? From Team Leaders and Supervisors to management and executives, we want to share the benefits of the CCMG with our industry professionals. For every 10 valid e-mail addresses that you send to us you will receive an entry into the draw for a fantastic prizes. The number of entries is not limited.

13. WORLD CUP SURVIVAL

14. 5 Tricks to Kick your World Cup Absenteeism Schools will be closed and parents will want time off Flexibility could bolster workplace morale What about fraudulent sick leave Watching the matches via TV’s or live audio streaming on PC’s Slurred speech, red eyes, alcohol on the breath clumsiness – Are they drunk?

15. To empower another, is to empower yourself.To celebrate another, is to celebrate yourself.And to free another, is to free yourself. I say empower, celebrate, and free them all, The Universe