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.
over 35 years expertise
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.
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.
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.
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.
Zain is the Managing Director of Merchants SA and has spent more than 18 years in Contact Centres driving and delivering CX solutions. He has led a number of important CX transformational programmes centred around the core fundamentals of Customer First for recognizable and reputable local South African and Global businesses. He is a hands-on leader that is passionate about making a difference in the lives of his people and the customers they serve.
Sydwell champions and drives the achievement of the transformation journey for Merchants by providing guidance and direction to key stakeholders on the implementation of initiatives that focus on improving the B-BBEE scorecard, including Corporate Social Investment, Employment Equity, Diversity, and Inclusion.
As the Service Desk Director for Merchants, Sandra’s broad operational expertise combined with an analytical mind enables her to offer unique insights and practical solutions to clients that need to optimise customer service to achieve their goals for growth.
Tebo, as she is fondly known within Merchants, has assembled extensive experience in the financial arena. During her more than 10 years at Merchants, Tebo has developed an expansive financial understanding of the complexities of the various financial performances within the Merchants business units, while embracing the intricacies of Financial reporting for the group.
Appointed as People Director in August 2014, Jennifer Algie leads the People function where she is responsible for all areas that focus on supporting Merchants’ exceptional people – from attracting the right talent to developing and supporting every person in the business.
Tom is a highly respected and recognized leader within the BPO and Services industry, with over 25 years of leadership experience that is deeply rooted in the telecom and financial services sectors.
Jim is a senior finance executive with more than 25 years of experience, including considerable tenure in executive/CFO roles with mid- and large-sized telecommunications providers. He is a skilled business strategist and tactician with a track record of driving results including streamlining processes and managing complex businesses.
Eddy has over 20 years senior leadership experience in the Contact Centre industry within Financial Services, Credit Card, Risk Control, Retail/eCommerce, and Sales and Service.
Donna has over 20 years’ experience in senior-executive Human Resources positions in the contact centre and Telecommunications sectors. She has extensive experience in executive and leadership succession planning and wellness programs and holds the CHRE designation.
Mike brings to this role 25 years of industry experience in Sales, Bid Support, Marketing, Lead Generation, PMO, and Commercials for Americas, Europe, and Asia. Mike is a valuable strategic contributor to our success.
Tara has more than 15 years of operational management experience in the financial services industry with specialization in all aspects of credit cards, call centre, capacity, planning, reporting, work force optimisation, lending, sales and alternative channel enablement. Tara’s experience includes roles at Bank of America and JP Morgan Chase where she held increasingly progressive roles throughout her tenure. She holds a BA in economics from the University of Ottawa and completed her Under Graduate studies in Business Administration and French Language at the University of Western Ontario.
Shawn has over 18 years of experience with more than 12 years of senior IT Management expertise. His experience includes 7 years building and managing successful IT Consulting firm whose focus included Contact Centre technology and business process engineering using a customer centric approach.
Marc has over 15 years of experience in the financial services industry, with specialization in contact centre, operational effectiveness ad process improvement development.<br /> Marc’s experience includes roles at SunLife Financial and Bank of America where his passion for analytics and disruptive change enabled numerous strategic improvements in contact centre planning, claims operations and workforce optimization functional areas. He holds a Bachelor of Social Science focused in Economics and Geography from University of Ottawa.
Jit is an experienced Corporate Lawyer with over 11 years of experience, private practice and in-house in corporate / commercial, IT, securities and mergers and acquisitions. Jit ably provides advice on controlling risks for the organization in balance with the need for efficient process.
With more than two decades of customer management experience gained across a variety of industries, George has a clear vision for growth. He committed to delivering exceptional customer experiences for his clients in contact centres across the world.
Darren is responsible for driving the definition of Merchants’ vision and devising the strategy to meet our medium and long-term business objectives. Darren provides insight into the future of BPO and ensures that our execution framework is optimised to meet future opportunities.
An entrepreneur at heart, Steven Taylor is the Group Chief Financial Officer at Merchants Group with over eighteen years’ experience in the BPO, consulting and medical industries in South Africa and the UK. Qualified as a chartered accountant, Steven is a financial expert. But it is his insights into broader operational and commercial improvements that make him a highly valued member of the team.