Traci Freeman

  • Investor support and Project Management Liaison
  • Quality standards – ISO 18295 / COPC
  • Impact Sourcing and CSI
  • Research and Marketing
  • Linkage Support – Access facilitation

A passionate and Proudly South African citizen, Traci believes that Africa and South Africa has what it takes to be key international CX players and delivery partners in the global BPO space.

Traci has a long and successful track record of working with diverse industry associations and trade bodies, philanthropic as well as non-profit organisations and private firms within numerous sectors all centred around BPO.

Engaging across B2C, B2B and H2H interactions running projects locally and abroad, from selling South Africa as a delivery destination contributing towards foreign direct investment (FDI) and ultimately local job creation.  She has a deep understanding of the offshoring market and what clients are looking for and assists with Investor support – roadshows and linkage.  Her recent involvement in the Rockefeller Foundations ‘Digital Jobs Africa’ initiative as the country representative where the focus on linking marginalised youth communities to employment gave birth to the ‘Demand Driven Training Toolkit’, a systems approach for institutions engaged with skills supply as well as the ‘GISC – Global Impact Sourcing Coalition’ – a global network of businesses creating jobs for those most in need through the power of procurement and global supply chains.

Two decades in the South African BPO sector have seen Traci playing instrumental roles with numerous provincial, national and international linkage platforms from policy through to research reports and publications as well as recognition awards and events.  She has a deep network of stakeholders across various levels in the BPO sector, both locally – public and private sector as well as abroad.  Her passion for quality was ignited in 2001 when introducing COPC into the South African market; obtaining co-ordinator and Junior Auditor status where she completed audits for local as well as foreign firms. She has been involved with the creation teams for the South African BPS value proposition and quality standards and currently sits as the Chair on the local Standards Committee – TC99, is the current sector representative for COPOLCO – ISO BPO application committee and convener for the recently launched ISO 18295 Customer Contact Centre Service standards Parts I & II.

Her passion for quality across skills saw her involved with the revision of the current CC NQF’s as an expert practitioner to the recently released QCTO OFO143905 Contact Centre Manager/ Workforce Manager Qualification and Part Qualification Team Leader/ Supervisor.

Traci runs her own consulting firm, acts as the regional Gauteng representative for the South African BPO Trade Association BPESA and sits on the board of ICCCA – The Independent Contact Centre Consulting Association.

Believe Consulting
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