As experts in service excellence, we set the standards for global customer satisfaction, client delight and employee engagement.
Today`s customers expect to use multiple ways of communicating, which is why your customer experience is more important than ever. With over 35 years of expertise in the contact centre industry, we know what works and what doesn`t.
We`ve grown our customer service capabilities from simple inbound voice to multi-channel customer journeys that include outbound calling to drive sales, and technical client service through our service desk. Our BPO (business process outsourcing) is the smart way to make sure your business stays focused on what it does best, while we focus on keeping your customers happy at all times.
A Promise Of Excellence
We listen. To understand your needs, and to deliver on our high quality service standards, we 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.
Our success is built on our people and we`re proud that we`ve helped change the lives of thousands of people through job creation and sustainable career growth. Merchants, a Dimension Data company, recruits people with a passion for great service and a drive to succeed.
Our facilities are innovative and set the world standard for clever design, to ensure our people are comfortable and happy. We understand that customer care environments can be stressful, which is why we have break rooms, noise cancelling initiatives and in-depth training and mentoring to grow our people to be the best in the business.
We are proud of our ability to deliver real business value through our exceptional people, best practice models, processes and leading technologies.
History And Milestones
Merchants was born in 1981 in the United Kingdom and was the first private UK telemarketing company. We were the first to publish The Global Contact Centre Benchmarking Report in 1997. We are the pioneers in the Contact Centre industry with over 35 years` experience in designing, building and operating Contact Centres around the world on behalf of blue chip clients. And we`ve recently acquired Millennium 1 solutions in Canada to widen our geographic reach and expertise even further.
Watch our timeline video to understand us better.
Our Business Partners
We are wholly owned by Dimension Data - a global systems integrator (SI) and Managed Services Solutions provider, and NTT - one of the largest telecommunications service providers in the world.
Dimension Data is a global systems integrator and managed services provider that designs, manages, and optimises today`s evolving technology environments to enable its clients to leverage data in a digital age.
Founded in 1983, and headquartered in Johannesburg, they are a proud member of the NTT Group, one of the world`s leading information communication technology (ICT) companies, comprising a group of global technology companies.
They invest heavily in innovation to bring together the world`s best technologies, from consulting, technical and support services to a fully managed service, to a global client base.
Nippon Telegraph and Telephone Corporation (`NTT`) is one of the largest telecommunications service providers in the world. It provides consultancy, architecture, security and cloud services to optimise the information and communications technology (ICT) environments of enterprises, which are backed by the company`s worldwide infrastructure network reaching over 150 countries, and over 120 secure data centres.
NTT Group finds itself poised to take advantage of various business opportunities. To capitalize on this prime positioning, we will enhance the R&D and operating capabilities we have fostered to date. At the same time, we will collaborate with partners in other industries as a `Value Partner` in our ongoing quest to create new services and business models.