The CCMG 2014 Industry Awards

Recognising and Celebrating the South African Contact Centre Industry’s Leading Individuals and Top Performing Companies

Entries are now open!!

The CCMG is back and committed to host a spectacular 2014 awards with even more categories, a tried and tested online application process and an international platform that will enable you to shine both locally and on a global stage.

Again this year, we have joined forces with ContactCenterWorld and will be launching a bigger, better 2013 industry awards! All feedback from last year's process was taken into consideration and this year sees us adding to the award categories, revolutionising the application process and join forces with a global organization awards platform, to ensure that the best of the best in our industry the recognition that they deserve - both locally and abroad.


Please click here to enter the awards


In 2014, Fifteen (15) different award categories will allow both companies and individuals to participate in the awards and the winners will automatically be entered into the ContactCenterWorld EMEA Regional 2015 awards to be held in Europe early next year. The CCMG are proud to be associated with ContactCenterWorld, and have no doubt that this partnership will enable individuals and companies in our industry to shine, on an international platform, representing South Africa and the talent that we are so very proud of.


The awards has been launched in all three major cities and we encourage everyone who is interested to attend the launch events (see our events schedule).


All categories will be clearly marked and all entries will remain anonymous when assessed by our esteemed panel of judges. Answers to the questions plus supporting documentation will all be handled on line and the entire process automated ensuring ease of participation and an efficient judging process.

Key Dates to Remember

Take note of the following dates to remember:

  • Entries open on March 1st 2014
  • Deadline for entries will be Friday 30th May 2014
  • Awards ceremony takes place on 30th August 2014


Sponsor the Awards

As per our previous awards, the CCMG offers various sponsorship packages to a very select few. Sponsors enjoy maximum exposure to key decision makers in our industry, and we can tailor-make our packages to suit your requirements.

For more info click here.



2013 Award Winners

  • Best Contact Centre - Volkswagen (SA)
  • Best Contact Centre Operational Manager - Hanneke Loots (Sanlam)
  • Best Contact Centre Sales Professional - Kathleen Pillay (Nedbank)
  • Best Contact Centre Supervisor - Fezile Kekae (Clientele Limited)
  • Best Contact Centre Support Professional (Workforce Planning) - Rushdi Nordien (Teleperformance South Africa)
  • Best Contact Centre Trainer - Divinia Fernandes Esch (Savant Training Solutions)
  • Best Customer Service Professional - Dayyan Leach (Old Mutual)
  • Best Outsourcing Partnership - Innovation Group
  • Best Quality Auditor- Karen Fouche (Sanlam)


2013 Award Photos


What are the categories of this year’s CCMG Industry Awards?

We are delighted to introduce you to our 15 new award categories, in line with the ContactCenterWorld global award categories.

The categories for Individuals this year are:


  • Best Analyst - Analysts interpret data in the center and suggest remedies when needed. They often also forecast based on their findings and their role is crucial. We are looking for the best to stand out and be recognized!
  • Best Sales Manager - This award recognises the sales managers who lead a team of professionals. You can work in a center or sell to centers – either way, you should be a top performer and a true sales leader!
  • Best Client Services Manager (Outsourced Services) - Managing campaigns for clients can be challenging but extremely rewarding. This award is open to those who work in an outsourced environment managing one or more campaigns and clients.
  • Best Contact Centre Operational Manager - Given to the Contact Center Manager/ Operations Manager who manages part, or all of, the day to day operations of the center.
  • Best Contact Centre Sales Pro - Award given to the Contact Center Sales Agent that can demonstrate impressive sales results and a commitment to the customer and the organization. You will be asked to share what and how you sell together with performance metrics.
  • Best Contact Centre Supervisor - Given to the Contact Center Supervisor who manages and leads a knowledgeable and highly motivated team of agents to exceed team leader/customer expectations. You will be asked about your experience, how you handle challenges and how you motivate your team.
  • Best Customer Service Pro - Award given to the Contact Center Service Agent that can demonstrate best in class service excellence and a commitment to the organization. You will be asked to share what and how you provide outstanding service. You will be asked for examples..
  • Best Contact Centre Support Pro (Workforce Planning) - This award is given to the Workforce Planning Professional who provides outstanding support to the contact center. You will be asked to explain what services you provide to the contact center from a workforce planning perspective, how you overcome challenges and how you measure your success.
  • Best Contact Centre Trainer - Given to the Contact Center Trainer (internal or external) who contributes significantly to the overall success of the Contact Center by delivering exceptional training programs. You will be asked about your training experience, how you set up and deliver programs and how you measure training performance.
  • Best Quality Auditor - This Award is open to any individual that has a proven track record in quality audits. They would likely have several years’ experience in this area and be an individual who has helped pioneer or enhance quality auditing process in their company.

Please click here to enter the awards


The categories for Companies this year are:


  • Best Community Spirit - Given to the Contact Center that demonstrates a commitment to the community and is involved in local community activities. You will be asked to explain the role of the contact center/company, the activities you undertake to benefit the community and the results.
  • Best Incentive Scheme - Given to the overall Best Incentive scheme for the contact center. You will be asked to explain the incentive scheme - why it was needed, how it worked, how you benefited and the results.
  • Best Technology Innovation (Internal Solution) - This award is given to the Contact Center that can demonstrate creativity through the use of technology to enhance business performance and customer service. You will be asked to share information about the innovation including why it was needed and how it benefits the contact center.
  • Best Contact Centre - Given to the overall Best Contact Center that can focus on staff at all levels, demonstrate a commitment to the customer, and ensure that the performance and objectives of the Contact Center are in line with the organization's goals. You will be asked to explain the role of the contact center, performance metrics including employee motivation and plans for your center..
  • Best Outsourcing Partnership - This award is given to the client and outsourcer who have a highly successful, professional and outstanding business relationship with proven results. You will be asked about the relationship history, how you work together and challenges you have overcome.

Please click here to enter the awards

How do I Sponsor an Award?

The gala dinner and awards ceremony is the social event of the South African Contact Centre industry calendar, where the entrants, judges, peers, colleagues and sponsors alike, will all be treated to a spectacular evening of glitz and glamour, pomp and ceremony.

There are a range of ways that you can support the awards including category, event, champagne reception, table centre-piece and table wine sponsorship. Member organisations receive discounts off sponsorship rates and discounts on tables! For organisations who wish to increase their profile through this event call the events team on 011-4386590 or 021-856-3871.

Please click here to enter the awards

How are the Awards Judged?

The application process will all be done online and will be completely automated. Every entry will be anonymous to the judges and no company or identification information will be shared in the process in order to determine the winner in the fairest process possible. The top three finalists will be announced in all 11 categories and once again we will have our judges meet and personally interview all the finalists in all three regions as they search for their winner.

We have retained two of our judges from last year which we will believe will ensure consistency and have increased our panel to facilitate a smooth judging process given the increase in both categories and entries. Please welcome:


  • Tanya Philips (Director: Shared Services at WebHelp)- Tanya Phillips is a self motivated enthusiastic leader within the call centre industry with a track record of uccessfully leading, empowering and developing others. Tanya has an in - depth understanding of the call centre environment and call centre best practice with a high level of communication and interpersonal skills and a definitive leadership ethos.  As Director of Operations for some of the leading outsource providers in South Africa Tanya has managed multiple sites, inbound and outbound operations, in-sourced, outsourced and co-sourced solutions. She has experience in project managing the implementation of new contact centres and improving existing contact centre operations in both an operational and strategic management role and has effectively managed client relationships both locally and abroad.  She is certified in COPC: High Performance Management Techniques and COPC: Quality Playbook having passed both with honours and is currently completing her MBA. Tanya has been actively part of and participated in various industry efforts and organisations, is a highly sought after speaker and facilitator, and winner of several industry awards including Global Call Centre Manager of the Year in 1999, Best Outsourced Partnership and Best Contact Centre. Tanya is current the Executive Manager for Webhelp Shared Services and passionate about driving change, seeking talent and doing business in a way that makes a difference..
  • Terry Mdluli (Contact Centre Manager at Telkom Mobile) - Terry’s call centre career started in 2001when she joined Cell CC, the 3rd cellular network in SA and was one of the first employees to service Cell C customers through their call centre. In 2010 she was also part of the Cell C management team that made the transition from Cell C to Cell C Merchants, as Cell C outsourced their business and changed their operating model. In 2012 Terry joined the Telkom Mobile (then known as 8ta) Team, managing their outsourced contact centres. She took part in facilitating the changing of the 8ta brand to Telkom Mobile and in 2013 she was part of the team that moved the Telkom Mobile Orange index rating from position 42 in 2012 to position 12 in 2013. With a postgraduate qualification from the Wits Business School and a certificate in the Fundamentals of leadership from  GIBS (Gordon Intuition of Graduates)  Terry is delighted to be participating in spotting and recognises young South African talent.
  • Tertia Malyon (Senior Operations Manager at Wonga) - Being driven by the excitement of growth and job creation that the Contact Centre industry provides to young South Africans, Tertia has been privileged to be a part of our industry for 14 years, 6 of which has been at senior management level. In this time, she has managed both Inbound and Outbound contact centres, in Captives and in Outsourced operations, predominantly in the Financial services sector, and this has empowered her with a broad and extensive understanding of operations management in Contact Centres. She currently holds the position of Senior Operations Manager.  Having been part of winning teams,  she clearly understands what it takes to work towards the goal of entering the awards. She is passionate about growing and developing people, and growing the pool of strong middle management in our country. Tertia is also a mother of 3 beautiful daughters, a wife and has many interests outside of work, including art, scuba diving, gym and reading.
  • Divinia Fernandes Esch (Owner of Savant Training Solutions) - Divinia commenced her career in the contact centre industry 11 years ago, as an outbound sales consultant for a market-leading South African outsourced call centre.  Having clearly established her skills in outbound sales, Divinia quickly progressed as a sales trainer within the organization where she rapidly gained her executive recognition for measurable increases in business productivity and profitability. Divinia has been responsible for developing and implementing an internal Leadership Development Programme, training and development of the organization’s sales management team and quickly attained local and international recognition by winning the BPeSA Gauteng and the South African National Winner for the BPeSA National In-house trainer of the Year award in 2009 and was recently ranked no. 1 in the World, for the Best Contact Center Trainer, at the Contact Center World Awards 2013, that was held in Las Vegas in November 2013.Divinia’s versatility, combined with her commitment, dedication and passion for creating a learning environment that provides individuals with a platform to empower themselves, led to the formation of her own business, Savant People Development in 2011.  Divinia makes skills development look easy and certainly epitomizes an absolute passion and enthusiasm for learning and skills development. Her keys to successful practice are measurement, sustainability and shared organizational responsibility and her high achievement drive, stellar work ethic, confidence and tenacity has led to a professional reputation in the industry. .
  • Ryan Kleynhans (Manager: Inbound and Outbound Contact Centre at Volkswagen SA) -  Ryan Kleynhans started his career with one of the biggest retail banks in 1994. Throughout his career with this banking institution he was exposed to Customer Service, Finance, Legal and then started his formal contact centre career in the banking giant’s call centre in 2001. In his three years in this contact centre he specialised in Capacity Planning, Outsourced HR and Process Reengineering.  In 2004 Ryan was appointed as the Operations Manager of the Volkswagen Group of South Africa Customer Interaction Centre where he was jointly responsible for the reengineering of the contact centre.  His experience in the VWSA contact centre extends to MIS, Systems (CRM & CTI), Human Resources, Administration Management, Finance, Process Reengineering and overall Operations Management.  He is currently a Senior Call Centre Manager of Inbound Operations.  In his extensive career with VWSA Ryan has celebrated many successes and has played a pivotal role in employment creation in the Eastern Cape.  He has competed on national and international contact centre awards platforms several times, including the Contact Centre World International Contact Centre best practice events in 2010, 2012 and 2013.  Under his leadership the VWSA CIC has scooped Gold awards for best medium-size contact centre in 2010 and again in 2013 as well as the CCMG Best Contact Centre award in 2013.  On a personal level, Ryan was awarded a Gold and Silver award for Best Contact Centre Manager by Contact Centre World in 2012.
  • Pommie Lutchman (CEO of Ocular Technologies) - Pommie Lutchman is the CEO of Ocular Technologies, a leading Enterprise Communications company in South Africa, the Group Chief Executive of the Ocular Group of Companies, and the current Chairman of the Contact Centre Management Board (CCMG) Advisory Board.
    In a career in the Contact Centre arena spanning almost 20 years, Pommie is the proverbial poster-child when it comes to what is possible in this industry – starting out as an Inbound Call Centre agent at MultiChoice, and progressing through a handful of thoughtfully planned to a very successful, progressive and innovative multi-million rand organization that provides Contact Centre Technologies, Unified Communications, Workforce Management and Social Media Integration solutions to the Southern Africa region.

Please click here to enter the awards


How do I become a CCMG Member?

Annual membership is available from R2,500 + VAT. To learn more about the benefits of CCMG, go to

Please click here to enter the awards

 When can I apply for the 2014 Awards?

Entries are open now and the closing deadline is Friday 30th May 2014.

Please click here to enter the awards

About the CCMG

The CCMG is an initiative set up to grow, develop, mentor and transform the middle management layer of the contact centre industry. At the CCMG, contact centre professionals from across a vast number of industries gather for exceptional learning, peer-to-peer sharing, and to discover the latest technologies and solutions available to run their contact centres as efficiently and effectively as possible.

As of 2013, the CCMG is also now the sole professional body for the Contact Centre industry. Professional development refers to skills and knowledge attained for both personal development and career advancement. Professional development encompasses all types of facilitated learning opportunities, ranging from formal coursework, conferences and informal learning opportunities situated in practice. It has been described as intensive and collaborative, ideally incorporating an evaluation stage. There are a variety of approaches to professional development, including consultation, coaching, and communities of practice, lesson study, mentoring, reflective supervision and technical assistance.

About ContactCenterWorld


ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 137,385 corporate 'individual' members have joined the association's website

Contact the CCMG

If you have any questions, regarding any aspect of the awards, please contact either Lerato or Sharon at:

CCMG_Logo Randburg
Continuity SA,
308 Kent Avenue,
Tel: 011 438 6590,
Fax: 011 781 3886

Cape Town
12 Amaryllis Street,
Gordons Bay
Tel: 021 856 3871


ContactCenterWorld (North America) Inc.
1020 Dawson Road, Suite 305
Thunder Bay
Ontario Canada
P7B 1K6
Tel: +1 (807) 624 2080
Fax: +1-888-624-9178 / +44 (0)208 588 5440