Effective strategies for excellence in call centres The conference bringing knowledge to the South African call centre industry for 10 successful years Contact Centres World Africa 2006 is a senior level conference discussing key areas of development, growth and expansion of South Africa as the preferred call centre destination.Utilise and implement the strategies that will be addressed and you will deliver handsome returns and a positive impact on customer satisfaction. DOWNLOAD THE CONFERENCE BROCHURE Hear from Derek Morgan, Managing Executive Billing Systems Group, Vodacom, South Africa who will discuss the use of technology to maintain customer satisfaction levels and Peter Cheales, author and founder of Hellopeter.com, will discuss the importance of effective customer complaint resolution. Hear first hand from the 2005 contact centre manager of the year, William Surmon, Director: Contact Centre Operations Africa, RCI Africa, South Africa on driving customer focused sales through your call centre. REGISTER TODAY and SECURE your seat! Benefits of attending Identify which outsourcing model will improve your organisations profits to remain competitive in your respective industries Establish a concrete business plan to fully understand the costs, implications and ROI of your outsourcing decision Access current strategies in the contact centre industry and investigate the latest technology available to ensure first call resolution Drive continuous improvement in your contact centre to positively impact your bottom line Benchmark initiatives from award winning contact centre leaders for continued success in your organisation This year the emphasis lies on generating and increasing revenue through your contact centre. It's not about saving money, this is about making more. Who should attend REGISTER for this director level conference UNIQUE IN 2006 The platform where top South African skills providers will demonstrate their expertise Keynote speakers Peter Cheales Author: "I was your customer" South Africa Keryn White Chief Executive Officer ContactInGauteng Tracey Ellison General Manager - International Division Emmanuels Mornay van der Merwe Contact Centre Manager ABSA Derek Morgan Managing Executive Billing Systems Group Vodacom Marlon Sampson Call Centre Manager BMW South Africa UNIQUE in 2006! 2 separately bookable masterclasses Effective use of SMS in your call centre - 28 August 2006 Customer centric relationship marketing - 1 August 2006 A profitable marketing solution Contact Centres World Africa 2006 gives you one cost effective investment, building your brand awareness, creating business opportunities, generating quality leads and meeting your target audience. You can network for over 7 hours at any Terrapinn event. This ensures you have ample time to meet your customers and future prospects face-to-face, in an interactive business environment.  South Africa is one of the world leading off-shore call centre destinations. You need to be visible in this market, and at the right event. This is the conference where you can discover the industry trends while stabilising your business, as the industry develops.  Our idea is to unite and develop Africa’s contact centre industry. Working in partnership with Africa’s leading players we believe we will achieve this goal and look forward to hearing your ideas and working with you.   Your customers are demanding outstanding, cost-effective performance so take advantage of our year round marketing campaign.  Sponsor NOW by calling Debbie Ivins on +27 11 516 4073 or email: debbie.ivins@terrapinn.co.za