Promoting a culture of service excellence.
OUR VISION
To create a service oriented Zambia through promoting the Customer Management Practice, Improving the service industry and grooming service professionals.
OUR MISSION
To advance the practice of customer management, develop customer service professionals, standards, call centre industry, and promote excellence in service delivery across Zambia.
OUR MOTTO
“Promoting a Culture of Service Excellence”
BACKGROUND
The Chartered Institute of Customer Management (CICM) is a non-profit making national body focused on growing the Zambia Customer Service/Call Centre Industry, its people and Standards to global standards. CICM partners with local and international networking groups, local customer service/call centre stakeholders, companies in the service sector, technological vendor suppliers, local/international customer services/contact centre professional bodies, recruitment agencies and government of Zambia to achieve its mandate to promote a culture of service excellence in Zambia. The thrust of CICM revolves around professionals/employees working in call centres, contact centres, customer care/services and other related disciplines. The idea of its formation was motivated by other networking groups in first world countries, Asia, Middle East and some few African countries that had yielded tremendous customer service/call centre industry growth, boosted the service sector and contact centre industry, created employment, improved service delivery and connected contact centre/ customer services professionals with international recruitment agencies and academic professional boards.
What We Specialize In
Staff Training
The CICM ZAMBIA is the knowledge portal and information hub in the Customer Services/ Contact Centre industry in Zambia. We provide In house and offsite training programs, Customized Training Sessions, Training Seminars, Coaching and Exchange programs. We disseminate this information vital for our members’ growth through our training programs. Our training staff can study your organization’s processes first and customize your training to suit the training needs of your staff.
Mystery Shopping
We are your one stop shop for all you mystery shopping and Customer Feedback/Satisfaction Survey needs. Having experience from specialization in the market on customer service issues we will give you the required answers to your questions. Customers face a complex array of brand touch points every day of their lives. To deliver a consistent brand experience, marketers need to know how consumers are actually experiencing their brand. Our Customer Survey team gives you all the help you need to understand the experiences, and respond to them to maximize the return for your business.
Contact Center
At CICM Zambia, we specialize in contact center setup and training. We offer end-to-end services to help you design, implement, and manage your contact center operations. Our team of experts provides customized training programs for contact center professionals at all levels, covering customer service, communication skills, and performance management. We work closely with our clients to deliver high-quality services that meet their unique needs and budget, aiming to create customer-centric contact centers that deliver exceptional experiences
