Contact Centre Management Group (CCMG)

What Contact Centre Management Group (CCMG) does

The Contact Centre Management Group (CCMG) is the sole SAQA-recognised Professional Body for the Contact Centre Industry in South Africa, founded in October 2009 and headquartered in Johannesburg with regional representation in the Western Cape and KwaZulu-Natal. It issues five SAQA-registered professional designations spanning agent to executive levels — Brand Ambassador, Support Professional, Operational Professional, Strategic Professional, and Information and Data Analytics Professional — and administers a timed online board exam system, an MYMEMBERSHIP self-serve portal for registration and event booking, and a Knowledge Portal of research and best-practice content. Membership is offered on individual (R869/yr) and tiered corporate (R5,500–R27,000/yr) bases, supplemented by designation fees, CPD Provider Accreditation (R2,500–R7,500), event sponsorship, an Employer Association (R360/yr) with nine professional chapters, Critical Skills Visa recommendation letters, and a Corporate Good Business Practice Directory. CCMG also runs a monthly newsletter (22,600+ subscribers), monthly networking events, webinars, and an annual industry awards programme, and in February 2025 partnered with Services SETA to deliver 500 fully funded RPL NQF Level 5 qualifications.

Name

Contact Centre Management Group (CCMG)

Legal name

Contact Centre Management Group (CCMG)

Website

https://ccmg.org.za

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

1–10 employees

Short description

The Contact Centre Management Group (CCMG) is the SAQA-recognised Professional Body for South Africa's contact centre industry, offering SAQA-registered professional designations, individual and corporate memberships, events, an Employer Association, and Critical Skills Visa support to contact centre professionals and solution providers.

Ownership category

akta.pro rank

Headquarters

HQ city

Johannesburg (Gauteng)

HQ country

South Africa

HQ region

Africa

Offices4 records

Markets served

GTM type

B2B and B2C

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Others

Revenue model

1. Individual Membership Fees: Annual membership fee of R869.00 per annum (excluding VAT) provides access to events, webinars, networking, best practice resources, and the Knowledge Portal. Profile creation is free but full membership is paid.
2. Corporate Membership Fees: Tiered annual membership fees based on company size: Small (≤50 employees) R5,500; Medium (51–150 employees) R16,000; Pro (>150 employees) R27,000. All excluding VAT. Provides access to networking with decision makers and marketing exposure.
3. Professional Designation Fees: Fees for SAQA-recognised professional designations ranging from R640.00 to R8,050.00 depending on the designation level (Brand Ambassador R640; other designations R2,200; Masters Professional R7,000). Covers assessment and certification.
4. Critical Skills Recommendation Letter: R640.00 fee for issuing a Critical Skills Visa recommendation letter to qualified members, supporting visa applications to the South African Department of Home Affairs.
5. Employer Association Membership: Annual fee of R360.00 (excluding VAT) for employers in the contact centre industry, providing collective bargaining representation, expert consultancy, and certification services.
6. CPD Provider Accreditation: One-off administration fees for endorsing training providers as CPD activities: Short Course R2,500; Medium Course R5,000; Long Course R7,500 (excluding VAT). Generates revenue from third-party training providers seeking CCMG accreditation.
7. Event Sponsorship Packages: Sponsorship packages for annual Awards and Contact Centre Conference, offering intense brand exposure to CCMG's audience of contact centre professionals.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels10 records

Core offering

CCMG is the SAQA-recognised Professional Body for the Contact Centre Industry in South Africa, providing individual and corporate memberships, five SAQA-registered professional designations, monthly networking events, an annual awards programme, CPD training and accreditation, an Employer Association, and Critical Skills Visa support. Its core revenue comes from subscription-based membership fees for professional and corporate tiers, plus designation assessment fees and CPD provider accreditation.

Product overview

CCMG (Contact Centre Management Group) is the SAQA-recognised Professional Body for the Contact Centre Industry in South Africa, offering a portfolio of professionalisation services rather than a unified technology product. The core offerings include five SAQA-registered professional designations (Contact Centre Brand Ambassador, Support Professional, Operational Professional, Strategic Professional, and Information and Data Analytics Professional) at different career levels, Individual and Corporate membership programmes with tiered pricing, monthly networking events and annual Industry Awards, free CPD training courses, an Employer Association with 9 professional chapters, Critical Skills Visa support, a monthly newsletter, and a Corporate Good Business Practice Directory. These services function as interconnected pathways for professional development, industry recognition, and career advancement within the South African contact centre sector.

Differentiator

Problem solved

Functional benefit

Products and services

• Individual Membership Annual membership (R869/year excluding VAT) for individual contact centre professionals providing access to the Knowledge Portal, monthly networking events, webinars, best practice resources, and discounts on professional designations. Profile creation is free; full membership is paid.
• Corporate Membership Annual company membership tiered by size: Small (≤50 employees) R5,500, Medium (51–150) R16,000, Pro (>150) R27,000, all excluding VAT. Provides access to contact centre decision makers, event sponsorship, marketing opportunities, and corporate good business practice certification.
• Contact Centre Brand Ambassador Designation Entry-level SAQA-registered professional designation for contact centre agents covering customer identification, accurate information response, data processing, teamwork, and operational articulation. Fee R640.
• Contact Centre Support Professional Designation Intermediate SAQA-registered designation for team leaders covering service level implementation, staff monitoring, sales target management, customer identification, performance coaching, and statistical data work. Fee R2,200.
• Contact Centre Operational Professional Designation Advanced SAQA-registered designation for managers covering operational articulation, statistical analysis, quality management, performance implementation, sales environment assessment, customer database management, and team leadership. Fee R2,200.
• Contact Centre Strategic Professional Designation Executive-level SAQA-registered designation covering strategic initiative development, performance measurement, first-line manager leadership, stakeholder relationship building, and risk/financial management within regulatory frameworks. Fee R2,200.
• Contact Centre Information and Data Analytics Professional Designation Specialist SAQA-registered designation covering operational analysis, statistical interpretation, quality monitoring, performance measurement, sales environment advising, database management, and continuous improvement recommendations. Fee R7,000.
• CCMG Networking Events Monthly networking events and forums where members learn from industry experts, discuss best practices, and earn CPD points. Tickets sold via the CCMG event management system.
• South African Contact Centre Industry Awards Annual awards programme recognising individuals and companies in the South African contact centre industry who are role models and demonstrate innovative working practices. Sponsorship packages available.
• CPD Training Courses Free online training courses earning CPD points, including Conversations with Balance, Conversations that Connect, Programme for Positive, Owning Challenging Conversations, Exploring your Values, The Project Primer, The Authentic Trainer, Leading Culture, Leading Performance, Leading Motivation, and Leading Feedback and Coaching.
• Employer Association National employer association providing collective bargaining, legislative representation, certification systems, and specialist consultancy through 9 professional chapters covering technology, HR, and other contact centre operations areas. Annual fee R360.
• Critical Skills Visa Support Assistance obtaining written confirmation for Critical Skills Visa applications, including document verification, board exam administration, and professional designation certification recognised by SAQA and Department of Home Affairs. Fee R640 per recommendation letter.
• CPD Provider Accreditation Accreditation service for training providers to become approved CCMG CPD activity providers, with programme endorsement fees ranging from R2,500 (Short Course) to R5,000 (Medium Course) to R7,500 (Long Course), excluding VAT.
• Corporate Good Business Practice Directory Assessment and recognition programme for member companies across five categories of good business practice standards, promoting industry standards and member differentiation.
• CCMG Newsletter Monthly newsletter providing professional development articles, industry news, interviews, updates, new developments, and member discounts. Over 22,600 subscribers.

Quantifiable outcome

• NQF Level 5 qualification through RPL programme (fully funded via Services SETA)
• +2 more outcomes

Named customers4 records

Segments4 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Seven partnerships are on record, tiered core and minor.

• Services SETAcoreStrategic or Co-development Partner · 1 February 2025CCMG in partnership with Services SETA is offering a fully funded Recognition of Prior Learning (RPL) programme enabling contact centre professionals to achieve their NQF Level 5 Contact Centre Management qualification. The programme is fully online with 300 spots for employed professionals and 200 for unemployed individuals, covering team leaders, supervisors, and managers.
• SAQA (South African Qualifications Authority)coreStrategic or Co-development PartnerSAQA appointed CCMG as the Professional Body for Contact Centres in 2012 and renewed this status in November 2017 for another 5 years. SAQA registration number 825. CCMG manages the Professional Body for Contact Centres (PBCC), acts as secretariat for Boards and National Council, and ensures day-to-day operations.
• SACCI (South African Chamber of Commerce and Industry)minorStrategic or Co-development PartnerCCMG aligns with and supports the goals and activities of SACCI as part of its mission to foster industry collaboration and professional development across trade and professional bodies in South Africa.
• DMA (Direct Marketing Association)minorStrategic or Co-development PartnerCCMG aligns with and supports the goals and activities of the DMA as part of its collaborative approach with trade and professional bodies in South Africa.
• Department of Home AffairscoreOthersCCMG assists members with Critical Skills Visa applications by providing written confirmation of their professional designation and skills meeting gazetted critical skills list criteria. CCMG notifies Home Affairs when members fail to renew annual membership or meet CPD requirements, maintaining regulatory compliance for visa holders.
• CPD Training ProvidersminorImplementation/ SI/ Consulting PartnerCCMG approves and endorses external training providers as CPD activity providers. Approved providers receive endorsement for their programmes (Short Course R2,500; Medium R5,000; Long R7,500 administration fee) and can offer CPD-earning training to CCMG members.
• Society of MarketersminorStrategic or Co-development PartnerCCMG aligns with and supports the goals and activities of the Society of Marketers and similar trade and professional bodies as part of its mission to foster industry collaboration.

Scale indicators5 records

Recent moves8 records

Expansion highlights5 records

Direct peers

• Customer Contact Week (CCW): CCW is a media/events platform serving contact centre and CX professionals with conferences, awards, and content. It is comparable to CCMG in audience and content offering but operates as a commercial media business rather than a non-profit professional body.
• SACCI (South African Chamber of Commerce and Industry): SACCI is a national South African chamber of commerce with whom CCMG aligns as part of its stated mission. It is comparable as a South African professional/trade body, providing advocacy and member services to business communities.
• IQPC (International Quality & Productivity Center): IQPC produces B2B conferences, training, and community programmes for the customer contact and CX space. Comparable to CCMG's events-led community model and sponsorship revenue mix, though it operates commercially rather than as a non-profit professional body.
• ICMI (International Customer Management Institute): ICMI is a global membership and training organisation for the contact centre / customer management industry, offering professional certifications, events, and publications. It is the most direct international analogue to CCMG's professional body model, competing for the same professional audience with a similar designations/events/content portfolio.
• Direct Marketing Association of South Africa (DMA SA): DMA SA is a South African trade body for the direct marketing industry with which CCMG explicitly aligns. It overlaps in audience and advocacy role within the local ecosystem and serves as the closest domestic peer given its shared geography and trade body model.
• BPESA (Business Process Enabling South Africa): BPESA is the South African industry body representing the BPO/contact centre sector, focused on skills development, advocacy, and positioning SA as a global BPO destination. It is the most direct domestic peer to CCMG, addressing an overlapping audience of contact centre employers and professionals in South Africa.

Regional players

• Customer Contact Association (CCA): CCA is a UK-based membership body for the contact centre industry providing training, awards, and benchmarking. It is comparable to CCMG in mission and offering but operates in a different geography (UK vs South Africa), serving a parallel but non-overlapping corporate member base.
• Customer Service Institute of Australia (CSIA): CSIA is the Australian professional association for customer service and contact centres, providing training, certification, awards, and industry advocacy. It mirrors CCMG's professional body positioning in a different geography and is a useful comp for non-profit industry association economics.
• Contact Centre Association of New Zealand (CCANZ): CCANZ is a New Zealand industry association for contact centres offering networking, awards, and training. It mirrors CCMG's structure and offering within a different geography and is a useful small-market professional body comp.

Broad incumbents

• SOCAP International: SOCAP International is a US-based membership association for customer care, CX, and consumer insights professionals. It is a broader incumbent operating globally with overlapping professional development, events, and content offerings relevant to the same audience CCMG serves.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/ccmg_sa
• YouTubeyoutube.com/user/CCMGSA
• Facebookfacebook.com/CCMGSA
• LinkedInlinkedin.com/company/contact-centre-management-group

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Contact Centre Management Group (CCMG)