which has resulted in significant
Communication – Merchants use
on best practice standards in the
development to ensure we provide
multiple methods of communication
contact centre industry. We consider
mitigation for the following key risks:
tools including more commonly used
ourselves experts in creating and
tools such as Teams, Slack, Highfive and
delivering end-to-end BPO solutions that
Connectivity – Merchants, as part of
Zoom. Merchants will either adopt the
are aligned to our client’s brand and
the wider Dimension Data/NTT group of
preferred tool of our clients or provide
specific business needs.
companies, has a significant advantage
a recommendation to be used across
and has utilised the group’s excellence
the partnership to ensure ease of
FUNCTIONAL SOLUTIONS
in this area to develop this component
collaboration and information sharing.
• Customer Service
of the model.
• Retentions Employee welfare – Merchants
• Sales
Stability and Continuity – As part of
provide an “office in a box” solution for
• Back Office
Merchants Ekhaya solution each
all members of the WFH solution, this
• IT Service Desk
employee receives UPS batteries,
includes ergonomic chairs, OHS certified
• Card Services
alternate devices and significant
desks and other regular office items
support to minimise the risk of any
that ensure our people’s safety and
INFRASTRUCTURE & SECURITY
disruption.
welfare is maintained regardless of the
• Technology
environment they operate in.
• Connectivity
Recruitment – Merchants digital
• Facilities
recruitment platform MyCalling with
BPO SERVICES
• Business Continuity
its leading behavioural baselining and
The advent of cloud and multichannel
• Integration
analysis tools have been utilised to
solutions has transformed the contact
• Security
build the optimum profiles to ensure
centre into a complex hub of inbound
increased success.
and outbound communication.
SUPPORT SOLUTIONS
And, with the accelerating pace of
• WFM
Training – Merchants provides specific
technological change, customers
• Quality
and bespoke training programs to all
have become savvier and want to
• Analytics
its clients, these programmes engage
communicate with companies in the
• Recruitment Support
both online, face to face and remote
manner of their choosing and at the
training.
time of their choosing.
Coaching and Development –
Merchants believes that the ability to
Delivered using benchmark online
seamlessly integrate voice and digital
training methodology, Merchants
channels, and more importantly to
develops coaching programs that can
understand when digital interactions
be tailored to both individual or larger
need to become human ones, is key
Company Details
groups and focus on an interactive
to the success of any modern contact
learning experience.
centre.
Address: 57 Sloane Street, Bryanston, Johannesburg, Gauteng, 202
Merchants is also investing in the
In line with this, we offer a full range
development of gamification into its
of BPO solutions including functional,
remote training which will continue to
infrastructure and security, and support
see the remote coaching programme
services. Our services and solutions
Social Media: Facebook:
develop and enhance its effectiveness.
are built on tried and trusted models,
@merchantsdimensiondata |
systems and processes that are based
Instagram: @merchantscx | Linkedin:
Tel: +27 11 575 2000 Website:merchantscx.com
Merchants | Twitter: @CCMerchBPO
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