ABOUT US

Satisfaction. Trust. Positivity.

Chartered Institute of Customer Management is a global customer service and call centre organization currently represented in three continents through its global implementation and certification partnership network.

CICM aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market.

Our Vision

”To advance the practice of customer management, develop people, standards, call centre industry, and promote excellence in service delivery.”

Aim

”CICM aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market.“

We
Believe in
Quality &
Standards.

The CICM sets as one of its aims the desire to develop self-regulating standards for organisations. This shall apply to both standards pertaining to the development of the call centre/customer service industry and standards pertaining to the conduct of the CICM members.

OUR GUIDING PRINCIPLES

Public Interest

As the customer services and call centre industry is required to deal with the general public to better manage customers, it is necessary that members bear in mind the needs and sentiments. The CICM is responsible to ensure that students and members conduct themselves with utmost professionalism and that the public is informed of the right conduct.

Recognition

In enforcing the quality and standards and cultivating best practices within the industry in which the CICM serves, recognition through Annual Customer Service Excellence Awards will be accorded. It is through wide recognition that the CICM is able to develop and improve the standards of the industry.

Progress

The CICM shall position itself in the forefront of development and progress. It is the responsibility of office holders, students and members to continually keep abreast with market, technology, human resource and operational issues. Inertia, complacency and stagnation run counter to the entire CICM philosophy.

Education

The CICM undertakes, as part of its on-going aim to raise the awareness and standards of the call centre and customer service industry and business applications, to provide members and non-members alike with customer service open forums, seminars, training workshops and research documents.

Service

CICM is maintained to provide services to its students, customers and the industry. Such services may come in the form of: vendor supplier information, provision of other crucial information, industry and market surveys; training; consultation; public service; and support.

MEET THE BOARD

Ricky is a seasoned entrepreneur with decades of experience in education. As founder of Prosperity Career College (PCC), she’s dedicated to providing high-quality vocational training. PCC offers N4-N6 QCTO programs in business, finance, marketing, and HR.

Prof Estelle van Tonder is an Associate Professor of Marketing at the North-West University in South Africa. Her research focuses on customer relationship management and electronic word-of-mouth marketing. She’s presented at conferences and published in both national and international journals.

Prof Mornay Roberts-Lombard is a Full Professor of Marketing at UJ. He leads Masters and Doctoral programs and is a member of UJ SENATE. His research focuses on building long-term customer relationships in services. He has published in international journals and presented at conferences.

Dr Wynand Goosen is the CEO of Infomage Rims and a renowned strategist. He’s pioneered programs in skills development and entrepreneurship. Dr Goosen has facilitated strategic workshops for various clients and holds multiple doctorates.

Dr. Rinos Mautsa is the founder of Tech24 Group, Zimbabwe’s first call center and software development company. He also established the Contact Centre Association of Zimbabwe and the Zimbabwe Youth Housing Cooperative Association. In 2014, he founded the Chartered Institute of Customer Management, offering professional qualifications globally. Rinos holds a Marketing Management degree, an MBA, and a Leadership Certificate from Oxford University.