Merchants SA

LEADERS IN JOB CREATION & SUPPLIER DEVELOPMENT

About Merchants SA


People matter at Merchants.

Merchants knows that while digital technology revolutionises our lives — it will never replicate what it is to be human. Our success is built on our people and we’re proud that we’ve helped change the lives of thousands of people by:

  • Creating job opportunities
  • Enabling sustainable career growth
  • Prioritising skills development

For us, it’s people first, then technology — and why we use the right technology to enhance the value of humans in delivering the right customer experience.

We listen.

To deliver on our high-quality service standards, we understand your unique business needs and treat your business as if it was our own. Customer listening, communication and quality management come standard with every engagement you have with our team, and we provide workforce management, quality and management information to help you make better business decisions.

A passion for service

We recruit people who are passionate about service with a drive to succeed — a diverse pool of talented individuals with the right profiles to become successful contact centre agents –

CX = EX

Customer care environments can be stressful. To ensure our people are happy and comfortable, our facilities set a world standard for innovative design.

Committed to skills growth

As the first southern hemisphere-based company (4th globally) accredited by the Global Impact Sourcing Coalition, we partner with government and enterprise to empower local youth with skills through dedicated academies, non-profit social projects like Harambee, Career Box and MyCalling.

Merchants SA is also the first local BPO provider of its size to achieve B-BBEE Level 1

VERTICALS:

  • Banking and financial services
  • Retail and e-commerce
  • Technology and software
  • Telecommunications
  • Travel and Tourism/ transport
  • Government and public sector
  • Insurance

GBS SERVICES:

  • FUNCTIONAL SOLUTIONS: Customer service, Sales & Retention/Loyalty, Back office, IT service desk, Card services
  • INFRASTRUCTURE AND SECURITY: Technology, Connectivity, Facilities, Business, continuity, Integration, Security & privacy
  • SUPPORT SOLUTIONS: Workforce management, Quality management, Data Analytics & MI, Recruitment support
  • PEOPLE SOLUTIONS: Coaching, Recruitment, Local talent investment, Digital Recruitment, Skills Training
  • CONSULTING SOLUTIONS: Customer segmentation, Customer journey mapping, Process optimisation, Competitive analysis, B-BBEE
  • DESIGN, BUILD, OPERATE, TRANSFER (DBOT): Facilities, Planning roadmaps, Integration advice, Recruitment, Testing

CHANNELS:

  • Voice
  • SMS
  • Email
  • Web chat
  • Social media
  • Website
  • Instant messaging
  • Outbound campaign diallers
  • Video chat
  • Mobile smartphone self-service
  • Personalisation technology

ENABLING TECH:

IVR, cloud technology etc. (up to 10 bullet points per listing).

  • IVR
  • Chat bots
  • Omni-channel communication
  • Business process as a service
  • Performance management tools
  • Cloud technology
  • Biometrics – fingerprint, facial recognition
  • Predictive routings?
  • AI and machine learning
  • Personalisation technology
  • Digital recruitment platform
  • Speech analytics

Contact Details


Merchants Johannesburg, Ground floor, Roland Garros Building, The Campus, 57 Sloane Street, Bryanston, 2191

Tel. Number: +27 (0)11 575 2000

Website: www.merchantscx.com


Enquire

From the Pressroom


Gallery