The idea of its formation was motivated by other networking groups in first world countries and a few African countries which had yielded tremendous growth in the call centre industry, and connected contact centres and customer services professional with international recruitment agencies and academic professional boards.
[2] Owen Vere was CCAZ's founding President and was in office until 2017 when he was succeeded by Jeff Phiri through the board election.
The association also has a mutually beneficial business relationship with the Ministry of Tourism and Hospitality as they partner with CCAZ in an event called the Service Excellence Awards.
Partnered with the Ministry of Information and Communication Technology CCAZ's goal is to create at least 500 contact centres and over 5 million jobs.
[7] The association has adopted diverse methods such as mystery shopping, questionnaires, the National Customer Satisfaction Index report, and online voting via survey monkey to come up with nominees for this event.