HELLO. PLEASED TO MEET YOU.
We’re about communication.
CCI South Africa is proud to be the country’s largest international contact centre. Our entire business focuses on delivering effective communication between you and your customers. From handling and resolving day-to-day enquiries to effective problem-solving if things get tough.
This starts with our people. We hire the best, most energetic and passionate people in the business whose primary goal is to delight our clients and their customers by providing the best contact centre experience.
Our people understand the importance of providing the best experience to your customers, so that they truly represent you in everything they say and do. And everything that we offer is best in class – from our people, applications and education to our technology.
With 15 years’ experience in delivering excellent services to our customers, we’ve created a business that is nimble and responsive so that we can meet any challenges that come our way.
Our contact centre teams are our biggest asset, and they’re yours too.
n. pl. cit•ies
- A centre of population, commerce, and culture; a town of significant size and importance.
- A place or situation characterised by a specified attribute.
Although we handle millions of calls a year, we don’t 'see' ourselves as ‘just a contact centre’. We are a busy, bustling, thriving, modern 'city' where people meet, exchange new ideas, and share a common goal. This is the drive to achieve – both personally and collectively. We are made up from a unique group of individuals who are creative, ambitious, collaborative, and genuine.
Our city has 9,000+ hand-picked people that work hard to ensure the performance culture of our city remains strong and true. It takes a collective of like-minded people to run our city and ensure that together we achieve the best possible outcome for our clients, partners and CCI South Africa. This is why we take ownership of our client work and we collaborate.
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- Largest international contact centre in South Africa with 8,000+ employees and room for much more
- Specialists in Customer Lifecycle Management
- Skilled labour pool experienced in supporting complex products and regulatory requirements
- A first world infrastructure including international telecom connectivity, technology support and data protection frameworks
- A cost base that is more than 40% lower than the UK, USA, and Australian markets
We’re only as good as our people.
Our success is down to the fact that we hire the best people – and we have 9,000 in our teams now. Each person is recruited by us because they exhibit the traits necessary to be successful in an international contact centre. We train them well, and continue to develop our people throughout their careers with us.
And unashamedly, we openly state that CCI South Africa is not for everyone. We have high expectations of our people and deliberately set the bar high in our recruitment and selection processes. Who do we hire? People who are smart, friendly, capable, passionate, driven and authentic. Because every interaction we manage on behalf of our partners must build brand loyalty, create a positive customer experience, or leave the customer with more than they had before they called us.
We train, mentor, nurture and develop our people into world-class sales/customer care professionals. And what makes CCI South Africa much better than your average call centre is our people and the unique rapport and connection we have with every one of them, helping our partners to stay ahead and adapt in an ever-changing and competitive market.
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It’s in our blood to strive for new challenges and continually evolve as we find new ways to enhance the experience of each and every customer. Being aware and ready to respond rapidly to an ever-changing market with new opportunities is what we’re built for. We rely on our experience and trust our process. Listening - and we mean really listening - to our customers creates a personal and emotional connection that gives us the winning edge. It’s for this reason that we’re recognised as a specialist in Customer Lifecycle Management through all channels - inbound, outbound and digital.
We are who we are. We mean what we say.
We value trust, fairness, honesty, development and growth. So, our approach is straightforward; we develop partnerships based on mutual respect, trust and understanding and invest in these partnerships by ensuring that our business aligns with the needs, expectations and ambitions of our clients. If we think there is a better way – we’ll tell you. Or, if we can’t do something – we’ll tell you.
We believe that you’ll always get further through being open and honest – regardless of the situation. Developing mutual trust allows us both to grow faster, produce more and become better at what we both do.
YOU CAN DESIGN AND CREATE, AND BUILD THE MOST WONDERFUL PLACE IN THE WORLD. BUT IT TAKES PEOPLE TO MAKE THE DREAM A REALITY- Walt Disney
When we say our contact centres are better than your average, we mean it. Making CCI South Africa a great place to work is at the heart of our business, because when our people are happy, they do great work. So, as well as great pay and benefits, we create a fun environment too. We have a 5-a-side football pitch, hairdressers, gym, social clubs and healthcare practitioners on site.
- Mark Chana, CCI South Africa Managing Director
Clear communication makes us great conversationalists.
At CCI South Africa we have meaningful conversations that are clear and achieve all of our objectives effectively. In South Africa, English is the most widely used language in business, politics and the media, giving us the advantage of a neutral accent, making us globally understood. We also have a unique edge when it comes to communicating with people from different cultural backgrounds.
"South Africa's rich cultural diversity makes it easy for our people to adapt to and integrate with different cultures around the world. And it’s because of our cultural integration and neutral accent that we can create a real and significant connection with your customers. And they love it," says CCI South Africa Managing Director Mark Chana.
With so many features, you can’t help but see the benefits.
We purpose-built our Durban call centre ‘city’ to get the best out of our people.
And it’s the best work and social environment in the industry. From high ceilings and large windows, to small intimate breakout areas in our Wellness Centre, we’ve given careful consideration to every colour, texture, fabric and perspective to stimulate and generate our high-performance culture. We understand the importance of peoples’ surroundings and how it improves performance – theirs and yours.
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Live - Work - Play
We selected our current location because of its easy walking distance to and from Gateway Shopping Centre, and the direct access to the Chris Saunders Park outside our door. This, combined with easy transport links has created the ideal inner city working environment. The Live - Work - Play lifestyle is a reality for our people. Huge, panoramic views of the Chris Saunders Park can be seen from every floor. Our top floor houses an auditorium, training and education facilities, as well as apartments for visiting guests and features large open landscaped terraces and spectacular 180-degree views of the Indian Ocean and the Umhlanga Town Centre - marking this as one of the most attractive working environments in the country. The building was designed around the need for large and efficient office footprints that enable us to blend our campaign teams, with rest areas and training zones. The building orientation was chosen to ensure that the optimum level of energy efficiency was achieved. An onsite back-up generator means we will never stop operating, and our regulated air-conditioning system ensures we never get hot under the collar.
The lift foyers were specifically designed to manage high peak traffic times and provide direct staff-only access to our secure multi-storey car park and sheltered taxi drop off points. Our onsite Wellness Centre is equipped with a gymnasium, a dentist, a doctor, a nurse, a counsellor and a hair & beauty salon. And all of these facilities are available to our people and their family members. The ground floor also houses our training facilities, café and restaurant, which open out onto landscaped terraces – ideal for entertaining, socialising or grabbing a quick bite before, during or after work. Located only 15 kilometres from Durban’s CBD and a mere 10 kilometres from King Shaka International Airport, our two state-of-the-art buildings have capacity for over 5,000 people – and plenty of room to grow.
Regional & National Winner of
Wellness in the Workplace Awards 2015.
BPESA was founded in 2002 to promote and develop the IT-enabled services industry in South Africa, with a focus on contact centres. It is highly respected within the industry and serves to recognise the top performers in the industry. As a member, we are honoured to have won the Regional & National Wellness in the Workplace-Innovation Programmes for Employee Health & Wellness Awards 2015.