ICT solutions provider Dandemutande chief executive, Mr Never Ncube, has assumed the mantle at the Contact Centre Association of Zimbabwe (CCAZ).
He takes over from BancABC chief executive, Dr Lance Mambondiani, who has completed his two-year tenure.
CIMAS Medical Aid Fund managing director, Mr Tinotenda Mushapaidze, comes in as the organisation’s vice president.
Other new board members for CCAZ’s national executive are Premier Service Holding Company group head of business development, Mr Nhamo Marandu, and Econet Wireless head commercial for finance and sponsorship, Mr Providence Mugayi.
Also on the board is Old Mutual head group marketing and innovation, Ms Lillian Mbayiwa, Stanbic BPO committee voice manager, Mr Walter Takawira.
CCAZ also announced its southern region executive board members.
These include Nedbank executive head origination and sales, Mr Herry Heresy, Instant Solutions and Consultancy CEO, Mr Jermaine Chapfiwa, Old Mutual sales manager, Ms Gladys Bugalo, Cassava Smartech regional sales manager, Mr Brian Bhiza, and NetOne general manager, Mrs Elma Dube.
CCAZ was set up in 2010 to cater for contact centre, customer service professionals and companies.
It has expanded to become the leading body driving the growth of Zimbabwe’s contact centre and business process outsourcing (BPO) industry.
The non-profit making organisation has seen Zimbabwe make significant strides in the BPO and contact centre space, with over 50 contact centres having been set up since its establishment in 2010.
In addition, in-house contact centres for internal customer support have become more prevalent in the country, and the industry directly employs over 5 000 individuals, with even more downstream employment.
Said executive secretary, Dr Rinos Mautsa: “The Covid-19 pandemic has softened the global economy, which has heightened the importance of good customer service.
“With accelerated digitisation of businesses, contact centres are a key touch point for engaging with customers and concluding business transactions. And this has an enormous ripple effect on the entire economy.
“In this regard, the appointment of Mr Never Ncube, a pioneer in the digital space, could not have been more well-timed.”
He also thanked the outgoing president for his immense contribution.
“Dr Mambondiani came in with the reputation of an innovator, and his tenure as CCAZ president solidified his stature. I would like to thank him for the dynamic changes that he brought to the organisation,” said Dr Mautsa.
The organisation publishes the annual National Customer Satisfaction Index (NCSI) report, which — currently in its fifth edition — has become the benchmark study on the level of customer service in Zimbabwe.
CCAZ is also the organiser of the National Customer Service Week (NCSW), which is now in its eleventh year.
The NCSW is part of the International Customer Service Week, which is held annually in the first week of October.
It also hosts the Annual Service Excellence Awards, which have become a key catalyst in improving the competitiveness in customer service in the country.
Said outgoing president, Dr Mambondiani:
“It’s been an honour to serve CCAZ for the past two years.
“My tenure has been fulfilling, both in terms of my contribution to the country’s BPO and contact centre space, and the valuable insights I have gained about the industry.”