TIKZN London Mission Booklet 2014

KwaZulu-Natal South Africa

United Kingdom Mission London 1 - 2 October 2014

Contents Section 1:

Introducing Trade & Investment KwaZulu-Natal

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Section 2:

South Africa as an Investment Destination

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Introducing the Province of KwaZulu-Natal, South Africa

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Section 3:

The Information Communication and Technology Sector in KwaZulu-Natal

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Section 4:

Company Profiles

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AMG International 17 AEGIS 18 Blake Group 19 Careerbox 20 Call Insight 21 1st Call Centre Solutions SA 22 Outworx 23 Velociti 24 Call Centres International 25 Coracall 26 EDTEA 27

Section 5:

Trade & Investment KwaZulu-Natal Staff Profiles 28

Claude Pretorius 28 Queen Mkhize 28 Isaac Zikhatile 28

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Mr Zamo Gwala CEO for Trade & Investment KwaZulu-Natal

MESSAGE by the CEO Trade & Investment KwaZulu-Natal is committed to creating an environment which is conducive to business development and attractive to international and local investors as well as traders.

Our goal is to impact significantly on the socio-economic development of the province and the eradication of poverty. We believe this is best achieved by attracting businesses to locate in our province and by assisting local companies to export their products. This heightened economic activity will result in increased job creation and an improvement in the lives of people of KwaZulu-Natal.

Similarly, encouraging existing business to expand their operations will lead to additional employment opportunities and improved economic opportunities for local service providers.

The aim of this mission to the United Kingdom is to strengthen KwaZulu-Natal’s image and presence in England as well as to present trade and investment opportunities to businesses across the United Kingdom who have an interest in opportunities in South Africa. “We Invite you to be part of the economic transformation of KwaZulu-Natal�

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Indeed, as we gear ourselves to receive the opportunities presented by the shift in the global economy’s centre of gravity, the province of KwaZulu-Natal has identified Special Economic Zones (SEZ) as a catalyst for economic development and as a tool for promoting growth and export within an environment that is almost free of the usually burdensome regulatory processes that often discourage investment.

The two Special Economic Zone (SEZs) proposed for the province of KZN are the Dube TradePort and the Richards Bay SEZs. The Dube TradePort will focus on agro-processing and green technology whereas the Richards Bay SEZ will focus on mineral and metal beneficiation. SEZs have had a number of economic benefits and other positive spin-offs in many countries where they have been implemented.

These include rapid employment growth, increased economic growth rates, growth of the manufacturing sector, broadening of the export markets, generation of new skills and technological transfer.

We therefore applaud Trade & Investment KwaZulu-Natal for including in this publication a destination marketing tool,one that will attract new investments and more importantly, bolster KwaZulu-Natal’s economic prowess.

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INTRODUCING TRADE & INVESTMENT KWAZULU-NATAL

Our Mandate Trade and Investment KwaZulu-Natal is a South African trade and inward investment promotion agency, established to promote the province of KwaZulu-Natal as an investment destination and to facilitate trade by assisting local companies to access international markets. The organisation identifies, develops and packages investment opportunities in KwaZuluNatal; provides a professional service to all clientele; brands and markets KwaZulu-Natal as an investment destination; retains and expands trade and export activities and links opportunities to the developmental needs of the KwaZulu-Natal community.

Trade & Investment KwaZulu-Natal is a South African trade and inward investment promotion agency, established to: Promote, brand and market the province of KwaZulu-Natal as an investment destination Facilitate trade by assisting local companies to access international markets Identify, develop and package investment opportunities in KwaZulu-Natal Provide a professional service to all clientele

Retain and expand trade and export activities Link opportunities to the developmental needs of the KwaZulu-Natal community

Our Vision To contribute to economic development by promoting the Province of KwaZulu-Natal as the premier investment destination and the leader in export trade.

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Our Mission Identify and package investment opportunities in KwaZulu-Natal; Brand and market KwaZulu-Natal as an investment destination; Link opportunities to the developmental needs of the KwaZulu-Natal community; Ensure easy access to investment and export trade opportunities.

Our Objectives: Trade & Investment KwaZulu-Natal’s business objectives include: Shareholder: Promoting and facilitating investment as a means of increasing growth in Trade & Investment KwaZulu-Natal’s contribution to fixed investment throughout the province; and Export market development.

Client: Facilitating investor after-care and retention; Packaging and facilitating large (>R50 million) investment sector opportunities; Facilitating capacity-building, thereby increasing the number of export-ready traders in KwaZulu-Natal; Facilitating market development so as to increase Trade & Investment KwaZulu-Natal’s contribution to the value of exports; and Increasing awareness of Trade & Investment KwaZuluNatal’s services both locally and internationally.

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Internal Process: Advocating for the creation of an environment conducive to trade and investment in KwaZulu-Natal through government intervention, strategic alliances and partnerships.

Organisation - Learning and Growth: Strengthening Trade & Investment KwaZulu-Natal’s knowledge management capabilities so as to provide an effective and efficient service; Attaining compliance with WAIPA, MIGA, and UNCTAD best practices; Developing highly motivated staff and enhancing staff competencies in terms of delivering service excellence in trade and investment services; and Attaining compliance with Corporate Governance standards.

Our Export Development and Promotion Services Export Training: Trade & Investment KwaZulu-Natal has tailored training and employs a team of export specialists with international business experience and international business contacts to provide export training and export capability assessment and assistance with export planning.

Export Registration Assist KwaZulu-Natal companies to register as exporters with the South African Revenue Services.

Lead Generation Linking KwaZulu-Natal Companies with potential buyers and also assistance with information on possible distributors KwaZulu-Natal companies can use for their products to enter a specific market.

Export Advisory Services On-the-ground support and advisory services for existing and emerging KwaZulu-Natal exporters with the following: Introductions to government and private sector contacts; Tariff implications for certain products; Trade agreements compliance requirements;

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Advice on the suitability of products and services; Assistance with identifying potential business partners and customers; Assistance with the identification of domestic suppliers of products and services; and Export supply chain advice.

Export Incentives Assistance with accessing Department of Trade and Industry Export Incentives; and assistance with business matching linked to incentives.

Trade Missions Outbound Trade Missions Through experience, Trade & Investment KwaZulu-Natal is able to assist KwaZulu-Natal exporters to directly establish contacts in targeted markets. Trade & Investment KwaZulu-Natal often leads Export outward selling business missions and provide on-the-ground support for KwaZuluNatal Exporters during and assist in following up export opportunities, and offers pre-Export business mission preparation including country and market briefings. Trade & Investment KwaZulu-Natal also assists with in-market meetings arranged with potential customers and business partners for KwaZulu-Natal Exporters.

Inbound Trade Missions Trade & Investment KwaZulu-Natal regularly hosts inbound trade missions which provide an ideal, cost-effective way of meeting international companies and representatives from industry. Inbound trade missions can range from a small number of companies from a specific industry sector to large multi-disciplined delegations. Trade & Investment KwaZuluNatal arranges firm’s site visits and one-on-one meetings to encourage business discussions with the delegations.

International Trade Exhibitions Trade & Investment KwaZulu-Natal co-ordinates the participation of KwaZulu-Natal Exporters in international trade exhibitions in priority markets, providing exporters with a costeffective international platform to promote their products and services.

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SOUTH AFRICA AS AN INVESTMENT DESTINATION

South Africa today is one of the most sophisticated emerging markets globally. The unique combination of a highly developed first world economic infrastructure and a huge emergent market economy has given rise to a strong entrepreneurial and dynamic investment environment. South Africa has achieved a level of macro-economic stability not seen in the country for 40 years. These advances create opportunities for real increases in expenditure and social services and reduce the cost and risk for all investors, so laying the foundation for increased investment and economic growth.

Introducing the Province of KwaZulu-Natal, South Africa KwaZulu-Natal is South Africa’s second largest economy, contributing on average, 15.9% (2008-2012) to the country’s GDP. The province is strategically positioned by being home to two of Africa’s busiest and largest ports, Durban and Richards Bay. It also boasts the third highest export propensity and the second highest level of industrialisation in the country.

South Africa is one of the worlds top business destinations and is strongly supported by well developed infrastructure, is equipped with every convenience and delivers high levels of service expected by the business world.

South Africa is rated among the top 10 in the world in the category of investor protection and good fiscal governance.

The World Bank has ranked South Africa 41 for ease of doing business. South Africa is also regarded as one of the least costly areas in which to establish a business (Doing Business Report 2014).

KwaZulu-Natal is a major role player in both manufacturing and transport and logistics sectors in South Africa and is a premier domestic and international tourist destination.

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With two of Africa’s busiest ports and world-class road and rail infrastructure, KwaZulu-Natal enjoys the strategic and competitive advantage of being a global gateway for trade into Southern Africa and to the world. Its strategic location and highly developed industrial sector ensure a competitive edge for both local and foreign investors and unique advantages for local exports.

Investment in KwaZulu-Natal continues to emerge as a major contributor to South Africa’s growing economy and its favourable business environment has made the province a sound investment destination for investors from around the world.

Location Situated on the eastern seaboard of South Africa, KwaZuluNatal has direct access to both the Indian and Pacific Ocean rims. The regions strategic geographical position on world trade routes provides effortless access to major global markets, such as South America, Europe and Far East.

www.tikzn.co.za

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Economic Overview The province of KwaZulu-Natal is South Africa’s second largest economy contributing 15.8% (2010) to the country’s economy and is deemed to be one of South Africa’s leading economic and business hubs. According to statistics South Africa’s 2011 mid-year population estimates, the province of KwaZulu-Natal is the second most populous province following the Gauteng Province.

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Capital City

Pietermaritzburg

Main Cities and Towns

Durban, Ladysmith, Newcastle, Port Shepstone and Richards Bay

Provincial Head

Premier MR ES Mchunu

Population

10.3-million (Census – 2011)

Economically Active Population

3.2-million (Q3:2012)

Unemployment Rate

21.3% (Q3:2012)

Area

94 361 km²

GDPR

R313.0-billion (US$43.2-billion)

GDPR Growth

3.6% (2011)

Per Capital GDPR

R30 392 (US$4 190) (2011)

CPI

5.9% (Nov:2012)

Exports

R77.4-billion (US$10.7-billion) (2011)

Main Ports

Port of Durban Port of Richards Bay, King Shaka International Airport

Imports Prepared foodstuffs; beverages; tobacco, etc.

Animal or vegetable fats & oils etc.

Plastics, rubber & related articles

Textiles & textile articles

Base metals & articles of base metal

Vehicles, aircraft, vessels & associated transport equipment Machinery & mechanical appliances; electrical equipment; parts thereof; sound recorders, etc Special classification of original equipment components/parts for motor vehicles Products of the chemical or allied industries

Mineral Products

0%

5%

10%

15%

20%

25%

30%

Exports Other unclassified goods

Textiles & textile articles

Plastics & articles ther of; rubber & article ther of (39-40) Prepared foodstuffs; beverages; tobacco; etc.

Pulp of wood or of other fibrous cellulosic material; waste & scrap of paper or paperboard etc.

Machinery & mechanical appliances; electricalequipment, parts there of; sound recorders etc.

Products of the chemical or allied industries Vehicles, aircraft, vessels & associated transport equipment Mineral products

Base metals & articles of base metal 0%

5%

10%

15%

20%

25%

30%

35%

40%

Source: Quantec 2012

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Main Export and Import Partners Destination markets

Source markets

2009

2013

2009

2013

US (9.5)

USA (10.4)

China (16.7)

China (13.5)

Japan (7.8)

China (6.4)

Japan (13.5)

Japan (11.1)

Japan (4.9)

Germany (8.1)

Suadi Arabia (7.9)

China (6.1) UK (4.7)

UK (4.7)

USA (6.4)

India (5.8)

Netherlands (4.6)

Netherlands (4.6)

Australia (6.2)

Thailand (5.2)

Republic of Korea (3.6)

Algeria (3.5)

Argentina (5.8)

Angola (5.1)

Indonesia (3.3)

Zambia (3.4)

Thailand (4.8)

Australia (4.3)

Nigeria (3.2)

India (3.3)

UK (3.4)

Germany (3.8)

Mozambique (2.9)

Mozambique (3.2)

India (3.0)

Singapore (3.2)

Zambia (2.8)

Zimbabwe (3.1)

Malaysia (3.0)

USA (3.2)

Top ten share of total 48.5%

47.5%

70.9%

62.9%

Source: Quantec 2012 Exchange Rate R/$ 7,322 (2010) 7,2531 (2011) KZN is slowly diversifying its source and destination markets, with the share of the leading markets to the province’s inward and outward trade decreasing. In 2013, nearly 48% of the province’s total export value landed in the top 10 destination markets, which include the traditional ones such as the US, China, Japan, the UK, and the Netherlands. This was a percentage point lower than the share of the leading markets half a decade earlier. In addition, more African markets such as Algeria and Zimbabwe featured in the leading destination markets.

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The Information Communication and Technology Sector in KwaZulu-Natal

The Information Communications & Technology (ICT) and Business Process Services & Outsourcing (BPS&O) industries are two of government’s prioritized sectors with the potential to make KwaZulu-Natal globally competitive through the provision of world class technological products and services and create both investment and export opportunities that can contribute towards broader economic growth and job creation.

ICT & BPS&O investment in KwaZulu-Natal continues to emerge as a major contributor to South Africa’s growing economy and its favourable business environment has made the province a sound investment destination for investors from around the world.

Advanced information communication technology creates easy access to the global telecommunications highway, with high-speed international links and world-class mobile telecommunications networks.

Trade & Investment KwaZulu-Natal markets packaged investment opportunities to both foreign and local business sectors. Investors are encouraged to consider KwaZulu-Natal as the destination of choice in the Business Process Services & Outsourcing (BPS & O) sector for the following reasons: •

• • • • •

The high quality of our agents as they have a language and cultural affinity with that of the United Kingdom and the United States of America; The excellent standard of our education system and institutions of higher learning; The low cost of doing business in the province of KwaZuluNatal; The low attrition rate; The excellent communications infrastructure; Access to Global Broadband connectivity in order to improve speed & efficiency;

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•

•

Social cohesion and co-creation amongst local and existing businesses including training and recruitment institutions and Strong government support.

There are incentives offered by the national department of trade and Industry (dti) and these are based on the number of international jobs created and Foreign Direct Investment.

Trade & Investment KwaZulu-Natal also has strong relations with development finance institutions such as ITHALA Bank, KwaZulu-Natal Growth Fund (KZNGF), National Empowerment Fund (NEF), the Big 4 private Banks and the Industrial Development Corporation (IDC).

For more information please visit www.tikzn.co.za or contact the Trade & Investment KwaZulu-Natal offices on Tel: 031 368 9600.

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Company Profiles

AMG International call centre

Company Profile AMG is operated in Durban located in South Africa we engage in telephone and Internet contact, call center operations, information technologies and management, telecommunications, sales, customer service and marketing efforts. Our team consists 100% of highly trained agents which can do both inbound and outbound.

Tel: +27 (0)31 500 79 33 • Cell: +27 (0)61 008 76 54 Fax: +27 (0)31 500 2085 Website: www.amg-international.co.za Address: 15 Kruger Street , Phoenix Industrial Park Phoenix

Femida Govender AMG Tel: +27 (0) 31 500 7933 Cell: +27 (0) 61 008 7654 Email: govender.femida@gmail.com

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Aegis

Company Profile Aegis is a global outsourcing and technology services company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels.

Aegis Outsourcing South Africa (Pty) Ltd is a wholly owned subsidiary of Aegis Global, having offices in Durban, KwaZuluNatal as well as Johannesburg, Gauteng, servicing existing UK based clients with offshore BPO services for over 8 years.

General queries: +27 114 619 000 • Sales: +27 114 619 154 Website: www.aegisglobal.com Address: Aegis Outsourcing South Africa (Pty) Ltd., Unit 2 Grid Eye Building, 16 Imvubu Park Place, Riverhorse Valley, Newlands East, Durban 4016 Warrick Renney Vice – President of AEGIS South Africa Tel: +27 (0) 11 461 9000 / 9351 Cell: +27 (0) 72 603 2843 Email: warrick.renney@aegisglobol.com

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Blake & Associates

Company Profile Blake Group, with our head office in Durban, South Africa has been in operation for 24 years. With sites in Durban, Pietermartizburg, Namibia and Midrand.

Our core business is focussed on customer engagement utilising contact centre technology and providing innovative and niche solutions to customer engagement challenges.

In addition to the contact centre technology, Blake has significant technology development capability in our subsidiary, Interactive Solutions, who develops bespoke solutions for both domestic and international customers.

Tel: +27 (0) 31 538 4855 • Cell: +27 (0) 83 440 2857 Email: tracey.swart@blake.co.za Website: www.blake.co.za Address: 32 Flanders Drive, Mount Edgecombe, Durban 4300 Tracey Swart Director Sales Relationships

and

Customer

Tel: +27 (0) 31 538 4855 Cell: +27 (0) 83 440 2857 Email: tracey.swart@blake.co.za

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CareerBox

Company Profile Careerbox delivers recruitment services to local companies, primarily in the call centre space. We believe our key priority is to ensure that there is a pipeline of fresh talent available. We take young previously disadvantaged people and develop them to work in the contact centre industry.

Contact details: Lizelle Pottier Cell: +27 (0) 83 785 0355 • Fax: +27 (0) 86 225 0903 Email: lizelle@careerbox.co.za Website: www.careerbox.co.za Address: 2 Park lane, Liberty towers Newtown centre, Durban 4091

Lizelle Pottier Careerbox Tel: +27 (0) 83 785 0355 Cell: +27 (0) 83 785 0355 Email: lizelle@careerbox.co.za

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Call Insight

Company Profile Call Insight is the most reliable and accurate way to improve your customer interactions. We offer a specialist independent interaction Quality monitoring service based in Durban, South Africa. We also provide expert Quality and Compliance support, which is of particular importance to businesses operating in regulated sectors. This world class service comes at a considerable saving to onshore costs.

Tel: +27 (0) 31 286 0940 • Email: info@callinsight.co.za Website: www.careerbox.co.za Address: Call Insight (PTY), Liberty Building, 2 Park Drive, Umhlanga Ridge, 4319, Durban, South Africa

Sade Abrahams Call Insight Employee Tel: +27 (0) 31 286 0940 Cell: +27 (0) 76 051 0513 Email: sade.abrahams@callinsight.co.za

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1st Call Centre Solutions SA

Company Profile Established for almost 4 years, we are a 200 seat centre in receipt of recent investment perfectly positioning the company for fast growth potential. Priding ourselves on our 1st Call family atmosphere we are “less corporate” than other local centres but non less professional and competent. We generally have less than 3 major clients enabling us to work more closely and smartly enabling us to focus and grow relationships to deliver productivity and profitability for all involved. With British ownership we understand the needs and demands of the british public AND UK companies. With a CV including Tesco, Uswitch. com and Helplink.co.uk, Portal Financial Group and a number of smaller well established companies we are well equipped to deal with demands of large corporates and SME’s.

Contact details: Darren Robson Tel: +27 (0) 31 000 0005 Cell: +27 (0) 71 328 1326/ +44 7773 876000 Email: darren.robson@firstcallgroup.co.za Website: www.1stcallgroup.com Address: 220 Flanders Drive, Mount edgecombe, Durban SA Darren Robson 1st Call Centre Soluthions SA Tel: +27 (0) 31 000 0005 Cell: +27 (0) 71 328 1326 Email: darren.robson@firstcallgroup.co.za

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Outworx

Company Profile Outworx delivers professional and dependable BPO service and business support solutions. Our specialised solutions increase your business productivity. We provide a variety of services that include back office solutions, technical support services and advanced contact centres. Our dedicated team strategise a personalised BPO solution for you, suited to your specific industry ensuring you gain the best possible results.

Back Office Services: We implement a seamless back office model for our clients. Our innovative system encompasses a comprehensive front and back office function, increasing productivity in the workplace. Speciality insurance industry teams.

Tel: +44 203 598 3099 • Cell: +27 (0) 79 777 2555 Fax: +27 (0) 86 585 9109 Website: www.outworx.co.uk Address: 6 Zenith Drive, Umhlanga, Durban, KZN South Africa 4023

Ian Kinsey Outworx Tel: +44 203 598 3099 Cell: +27 (0) 79 777 2555 Email: ian@outworx.co.za

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Velociti

Company Profile Velociti is a 700 seat contact centre and business process outsourcing provider established in January 2006 and based in Durban, South Africa. We have an innovative approach to the development and delivery of BPO services for our clients.

Our vision is to be the leading contact centre in South Africa not measured by size but rather the value we produce for our clients. Our focus is on the delivery of value based as opposed to volume based services designed to improve, stabilize, and maintain the full experience of our clients’ customers. This is achieved through strict focus on client KPI management, Quality Assurance, customer experience scoring, data and leads management, accurate and informative reporting, and Operational excellence. We have the capacity and capability of, and a proven track record in, developing integrated solutions customised to our clients’ needs.

Contact details: John Hawthorne - CEO Tel: +27 (0) 31 327 8211 • Cell: +27 (0) 78 447 7729 Fax: +27 (0) 86 582 4775 Website: www.velociti.biz Address: 67 K E Masinga Road, Durban, South Africa, 4001

John Hawthorne Velociti Tel: +27 (0) 31 327 8211 Cell: +27 (0) 78 447 7729 Email: john.hawthorne@velociti.biz

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Call Centres International

Company Profile CCI is South Africa’s leading international call centre providing outsourced customer contact services.

CCI specialises in the operation of outbound, inbound and blended multi-channel contact centres which improve clients’ business operations and call centre effectiveness by delivering efficient outsourcing solutions.

Some of the UK’s leading brands, primarily in the mobile, technology, telecommunications and financial industry sectors are supported by CCI from the recently acquired 2000 seat purpose built contact centre / head office in La Lucia.

CCI has over 4000 permanent employees and currently has three fully functional sites with the capacity to grow to 5000 seats.

Website: www.cci-sa.co.za

Paul Swainson CCI Tel: +44 (0) 7720 740 854 Cell: +27 (0) 76 865 1327 Email: paul.swainson@cci-sa.co.za

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CoraCall

Company Profile Coracall is a full service Contact Centre global operation with facilities across the United Kingdom and South Africa.

We’re owned and managed by professionals who possess many years of experience in delivering intelligent customer contact solutions and strong client relationships. As a privately owned company, we offer cost effective and flexible service options, which can be swiftly implemented by our management team to meet your business needs and objectives.

We are passionate about our business and we channel that into generating more sales for our clients retaining customers longer, developing the customer relationship, and increasing your customer’s lifetime value.

Coracall operates 24 hours a day, 7 days a week; providing flexible solutions for your customers and clients, always keeping you connected in a 24/7 world.

Tel: +27 (0) 31 835 7000 Website: www.coracall.com Address: 1st Floor, Coastlands Gatemax, 329 Umhlanga Rocks Drive, Umhlanga Ridge, KwaZulu-Natal, South Africa

Ross Telfer Managing Director – South Africa Tel: +27 (0) 31 835 7020 Email: ross.telfer@coracall.com

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KWAZULU-NATAL DEPARTMENT OF ECONOMIC DEVELOPMENT TOURISM AND ENVIRONMENTAL AFFAIRS

Company Profile The KwaZulu-Natal Department of Economic Development, Tourism and Environmental Affairs is mandated to oversee the socio-economic transformation within the province. It therefore leads the policy and strategic initiatives directed at promoting economic development and growth in various sectors of the economy.

Tel: +27 (0) 33 264 2500 / 2618 • Cell: +27 (0) 82 301 0207 Website: www.kzndedt.gov.za Address: 270 Jabu Ndlovu Street, Pietermaritzburg 3201

Farai Moyo EDTEA Tel: +27 (0) 33 264 2500 Cell: +27 (0) 82 301 0207 Email: moyof@kznded.gov.za

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Trade & Investment KwaZulu-Natal Staff Profiles

Mr Claude Pretorius Destination Marketing Manager Tel: +27 (0) 31 368 9645 Cell: +27 (0) 82 460 4979 Email: claude@tikzn.co.za

Mrs Queen Mkhize Business Retention Officer Tel: +27 (0) 31 368 9612 Cell: + 27 (0) 78 802 9773 Email: queen@tikzn.co.za

Mr Isaac Zikhathile Project Manager Tel: +27 (0) 31 368 9658 Cell: +27 (0) 83 643 4417 Email: isaac@tikzn.co.za

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Notes

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Office Contact: Durban Office Trade & Investment House, Kingsmead Office Park, Kingsmead Boulevard, Durban, 4001, South Africa PO Box 4245, Durban, 4000, South Africa +27 (0) 31 368 9600 +27 (0) 31 368 5888 info@tikzn.co.za www.tikzn.co.za

Gauteng Office 99 George Storrar Avenue, Groenkloof, Pretoria +27 (0) 12 346 4386/6763 +27 (0) 86 501 0848/1788

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