C3Africa Marketing has established a strong reputation for delivering effective and efficient end-to-end marketing services to vendors and service providers within the contact centre industry; taking world leading products and brands to market.
2. Creating Unique Business Intelligence Industry & Business Networks CONSULTING THOUGHT LEADERSHIP TRAINING BUSINESS INTELLIGENCE SOURCING TOOL SETS UNIQUE INSIGHTS TECHNOLOGY THOUGHT LEADERSHIP “An organisation or a person who is recognized among peers and mentors for innovative ideas and demonstrates the confidence to promote or share those ideas as actionable, distilled insights.”Wikipedia
4. Increase Customer Satisfaction Reduce Cost Of Operations Increase Efficiencies Increase Revenue Reduce Risk Five Key Challenges Into 2010 Doing a lot more ….. With a lot less ….. Without compromising quality Fulfilling The Key Elements of Most Organisations’ Strategic Plans
5. SA Contact Centre Industry SA Market, private and public sector, size of installation, outsourcers, in-house, captive Target market for 2010 campaign Key global trends / regional impacts in workforce optimisation, interaction analytics and self service Knowledge void and technology void
6. The South African Target Market Customers are not sitting back and waiting to be sold to... Where are they looking for solution decision knowledge and information? Internet Analyst and research reports References from peer network Consultants The most effective marketing vehicles are.. Case studies Presentations at conferences, trade shows, workshops, and think tanks Analysts Direct mailings and database marketing The content most likely to capture a potential buyer’s attention is.. Technology & Strategic innovation Customer success stories / case studiles Thought leadership on the application of technology or new strategies
7. Strategic direction, management and execution of marketing, communications and event strategies Delivery of a wide range of specialisedevents including conferences, thought leadership seminars, product showcasing, training, and focused forums Management of marketing communications, public relations, awareness and advertising programs Development and implementation of lead generation and sales generation programs Formal market research Competitive audits Development of marketing and branding materials and collateral
8. Meeting Our Partners Marketing Objectives Powerful end-to-end marketing campaigns that result in ….. Higher rate of deal closure Brand building & awareness – increase market share & revenue Identify new marketing opportunities - Market penetration and Lead generation Build client relationships– acquisition & retention Product launches - Information/Education Become a trusted expert - Increase positive impressions and analyst recommendations Build customer loyalty Greater customer retention Improve corporate, brand and product visibility Drive positioning as leading service provider in target markets Improve credentials as a thought leader and subject matter expert
9. Contact Industry Hub www.contactindustryhub.co.za The only comprehensive, accurate and regularly updated and validated contact centre industry database available in South Africa The only vendor-independent contact industry web portal and email newsletter in Africa Over 90% of readers are in management positions, and a third of readers are Call Centre managers. Readers in top management include CEOs, CFOs, Managing Directors and Operations Directors. Identifies all South African and African call centres, contact centres and BPO centres Location Type and size of operation Capacity Infrastructure HR issues Key decision-makers Provides a knowledge and links portal Provides a marketing platform for vendors and service providers Create the basis for formal, structured research
10. CIH Statistics 1,600 South Africa Contact Centres 5,800+ Opt-in Newsletter Subscribers 5,000+ web visits monthly 10,000+ page views monthly
11. C3Africa Research High quality Research GeneratesBusiness Intelligence to Drive Knowledge-Based Decisions 2008 SA National BPO & Call Centre Report– Complete 2009 SA BPO & Call Centre Human Capital Focus Report – Complete 2010 SA BPO & Call Centre Technology Focus Report– in development stage – Publish Q3/2010 2010 SA BPO & Call Centre Outsourcing Report– In concept stage – Planned Q3/4 2010 2010/11 All Africa Contact Centre & BPO Report – in concept stage
12. C3Africa EventsThought Leadership Summits Thought Leadership Summit – One Day – 6 to 8 Keynote Presentations A typical C3Africa Thought Leadership Summit comprises a One Day, high-impact, symposium or short conference format event. Five to seven industry respected keynote speakers or presenters recognized for their Thought Leadership, subject matter expertise and presentation or delivery abilities. A single or focused ‘theme’ Highly interactive, facilitated dialogue between speakers and delegates Programmes designed to attract upper middle management and senior executives and decision-makers Delegate fees positioned for ‘High Value’
13. C3Africa EventsThought Leadership Summits 2010 Suggested Themes Strategies for Success in 2010 - Preparing for the Up-Turn Human Capital – Optimising the Workforce Outbound, Telemarketing and Collections From CRM to CEM (Customer Relationship Management to Customer Experience Management) Skills Development and Training Workforce Optimisation, Workforce Management and Interaction Analytics Service Delivery in The Public Sector Technology Trends Outsourcing and Hosted Solutions Workplace Wellness for Contact Centres Designing, Building, Fitting Out or Refurbishing Contact Centres (Form site location to ergonomics and more …)
14. C3Africa EventsFocus Forums Focus Forums - Executive breakfast sessions (3 hours) held at select, up-market venues to discuss strategic issues with CXO’s and decision makers … The Thought Leaders! The objectives of the Focus Forums are: Educatethe market on the technologies available to address their current and future business challenges To interact with existing and prospective clients, develop networking opportunities and develop lead generation Provide potential customers with valuable intellectual capital that is business-relevant To position C3Africa’s event partners, as Thought Leaders in the industry To build brands and enhance the industry perception of our event partners’ businesses Develop an understanding of the market and of the solutions demanded by users.
15. Thought Leadership Dinners Thought Leadership Dinners - Executive (by invitation only) dinners held at select, up-market venues to create the conducive environment in which ‘intimate’ business interaction with CXO’s of specific organisations can flourish. The highly engaging evening achieves two significant results: An unparalleled opportunity for vendors to interact with key decision-makers and to communicate their unique value proposition/s The assimilation of real user needs, perspectives and perceptions The Thought Leadership dinners are one of the most cost effective and efficient ways of interacting with a group of CxO level invitees at one time a highly effective means of educating, informing and motivating prospects into action through a developed understanding of industry issues.
16. Contact Centre Showcase Contact Centre Showcase - C3Africa’s unique Contact Centre ShowCase events turn the traditional ‘conference and exhibition’ model upside down! Marketing Partners invest in their participation and the promotion of their products or services Delegates attend for a nominal registration fee Benefits to ShowCase Marketing Partners Guaranteed 55 minute ‘Speaker Slot’ for ‘Hard Sell or Demonstration’ All day table-top display Access to the delegate database No restrictions on product ‘vending’, demonstrations, or branded testimonials Banners, flags and additional display and merchandising opportunities Extensive business networking and relationship building Powerful pre-publicity and post event follow-up mailings to delegates
17. MasterClass Seminars Rod Jones MasterClass Management Development Seminars – 2 days An management knowledge development seminar for organisations considering setting up their own new call centre or seeking to increase the efficiency and the effectiveness of their existing operations. Already attended by over 1,500 delegates in eight countries Provides participants with tools, training and strategic and tactical insights to: Increase Customer Satisfaction Increases Efficiencies Drive down or cap costs and increase revenues Optimisetechnology investments Reduce staff turnover Sponsorship Opportunities Guarantee: Face to face interaction with key clients and prospective clients Lead generation Brand Positioning and Brand Building Thought Leadership Positioning
18. Why Delegates Attend Our Events? Harsh economic realities drive the quest for contact centre optimisationthrough new knowledge C3Africa events focus on delivering true thought leadership, new tactics, new techniques and new technologies We will deliver high value content at a realistic cost Benefit to Delegates Empower decision makers with an understanding of new technologies and services affecting business growth Understand what it takes to build high performance contact centres Gain from the experience and case studies of veterans in the contact centre industry Learn how global trends are impacting Africa’s call centre industry Learn strategies to improve contact centre performance and service levels Network with organisations that have succeeded Increase knowledge of service management capabilities and tools Gain insight into the application of new technologies, initiatives and innovations
19. Event Delegates Executives/managers involved in or responsible for Contact Centers Customer Service Customer Relationship Management Help Desks Sales and Marketing Telemarketing/Telesales Field Support Channel Support Benefit to Sponsors Lead and shape the market and enhance Thought Leadership standing in the industry Obtain excellent Return on Investment through Lead Generation Brand Exposure and Product Awareness Interact, network and do business with key decision makers of the contact centre industry Targeted messaging to defined audiences Business Intelligence Customer Data Integration Enterprise Services IT/Telecom Hiring/Coaching/Retention Workforce Management Quality Management
