Contact Center Dynamics Pty Ltd celebrates 10 years in business in 2017!

Starting from humble beginnings in 2007 with almost no seed capital, this accredited Services SETA private training provider became established when it secured a Consortium partnership with an international BPO company setting up operations in Cape Town at that time. 

With support from the DTI Ready to Work job creation initiative Monyetla, a Consortium was formed to participate in a successful pilot of this project resulting in it having the highest trained to employed ratio of all 19 consortia which participated.

Desiree Lang, founder & owner, as well as being an accredited constituent SSETA Assessor & Moderator was featured in the DTI pilot video showcasing the success of the project at the 2008 BPeSA (Business Process enabling South Africa) conference at Gallagher Estate. Desiree won the prestigious “Trainer of the Year” award in 2008 for her excellent work on this project.

After this initial success story, the company was able to weather the turbulent 2009 recessionary period, securing a leading insurance giant and an international outsource contact centre as new clients during this period. The award for “Best Outsourced Training Provider” emerging was won at end of 2009 at the annual industry conference.

In 2010, the company was awarded the project management of learnerships through the national & regional industry body BPeSA and these learners successfully completed their learnerships in 2011 receiving their Nat Cert: Contact Centre Support from Services SETA. At the annual awards only held in Mar 2011, Desiree was again a national finalist for category “Best outsourced trainer”.

2011 proved a most difficult trading period due to the economy and delays in funding for job creation initiatives however by being innovative, resilient & persevering against all odds and with the support of loyal existing clients and networking partners, the company has been able to remain sustainable.

CCD can truly celebrate as an HDI 110% level 3 BEE contributor; with an excellent client listing and track record for consulting, training and project management of learnerships. Current clients are from many sectors of industry such as airlines, car rental, cold storage, disability recruitment, financial services, government, insurance, international BPO, manufacturing, motor industry, recruitment, retail and security.

New marketing strategies will be pursued to rise to the need of addressing in some significant way the lack of skills in middle management within the contact centre industry, as noted in the BPeSA WC Key Indicator report for 2012.