Over the past decade, Zimbabwe’s Business Process Outsourcing (BPO) industry has expanded considerably, largely due to the efforts of the Contact Centre Association of Zimbabwe (CCAZ).
The organisation has contributed to the establishment of over 50 contact centres.
Additionally, due to its influence in-house contact centres for internal customer support have become more prevalent in the country.
And, the sector directly employs over 5 000 individuals, with even more downstream jobs.
CCAZ, which remains the sole body driving the growth of the country’s contact centre and BPO sector, continues to evolve.
Earlier this month, CCAZ appointed its third board that will be headed by Dandemutande CEO Never Ncube.
Ncube takes over from BancABC CEO Dr Lance Mambondiani.
CCAZ executive secretary Dr Rinos Mautsa thanked the outgoing president and welcomed the Dandemutande boss.
“Dr Mambondiani came in with the reputation of an innovator, and his tenure as CCAZ president solidified his stature. I would like to thank him for the dynamic changes that he brought to the organisation,” he said.
“With accelerated digitisation of businesses due to the pandemic, contact centres are a key touch point for engaging with customers and concluding business transactions. And this has an enormous ripple effect on the entire economy.
“In this regard, the appointment of Mr Never Ncube, a pioneer in the digital space, could not have been more well-timed,” said Dr Mautsa.
The new board’s deputy president is CIMAS Medical Aid Fund managing director, Tinotenda Mushapaidze.
And the new board members for CCAZ’s national executive include: Premier Service Holding Company group head of business development, Nhamo Marandu, and Econet Wireless head commercial for finance and sponsorship, Providence Mugayi, Old Mutual head group marketing and innovation, Lillian Mbayiwa, and Stanbic BPO committee voice manager, Walter Takawira.
The body also announced its southern region executive board members, namely Nedbank executive head origination and sales, Herry Heresy, Instant Solutions and Consultancy CEO, Jermain Chapfiwa, Old Mutual sales manager, Gladys Bugalo, Cassava Smartech regional sales manager, Brian Bhiza, and NetOne general manager, Elma Dube.
CCAZ is also the organiser of the National Customer Service Week (NCSW), which is now in its eleventh year.
The NCSW is part of the International Customer Service Week, which is held annually in the first week of October.
The organisation publishes the annual National Customer Satisfaction Index (NCSI) report, which – currently in its fifth edition – has become the benchmark study on the level of customer service in Zimbabwe.
It also hosts the annual Service Excellence Awards, which have become a key catalyst in improving the competitiveness in customer service in the country.