About Us

Better Experiences

Our Vision is to be the first truly digital outsourcer with global capability, providing multi-lingual, omni-channel customer experiences through the deployment of world class expertise and cutting-edge technology.

As experts in service excellence, we set the standards for global customer satisfaction, client delight and employee engagement.

Customers First

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.

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.

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People First

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

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.

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NTT

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.

Meet our leadership team

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Zain Patel

Managing Director, Merchants SA

With over 14 years’ customer management experience and a background in enterprise development, he rapidly progressed through the ranks in a successful airline contact centre to manage operations and expand his portfolio across direct sales channels.

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Sydwell Shikweni

Transformation Director, Merchants SA

Sydwell is responsible for driving the organisational transformation journey for Merchants with particular focus on the Broad-Based Black Economic Empowerment strategy, Employment Equity, diversity and inclusion.

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Sandra Galer

Director of Service Desk Practice, Merchants SA

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.

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Eteboheng Llale

Finance Executive for Merchants SA

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.

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Jennifer Algie

People Director, Merchants SA

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.

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Tom Band

CEO, Millennium 1 Solutions, Merchants Group

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.

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Jim Laramie

Chief Financial Officer, Millennium 1 Solutions, Merchants Group

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.

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Eddy Barwick

Vice President, Contact Centre Operations, Millennium 1 Solutions, Merchants Group

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.

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Donna McNicol

Vice President, Human Resources, Millennium 1 Solutions, Merchants Group

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.

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Michael Morrison

Vice President, Sales, Millennium 1 Solutions, Merchants Group

Michael has enjoyed a successful 20 year career by leveraging valuable experience gained in diverse client-facing roles with leading Telecom, HR, Media, Technology and BPO organisations.

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Tara Shea

Vice President, Credit Card Services, Millennium 1 Solutions

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.

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Shawn Boyd

Chief Technology Officer, Millennium 1 Solutions

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.

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Marc Theriault

Vice President, Enterprise Planning and Support, Millennium 1 Solutions

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.

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Jit Lahiry

Chief Legal Officer, Millennium 1 Solutions

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.

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George Todd

CEO, Merchants Group

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.

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Darren Arnold

COO, Merchants Group

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.

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Steven Taylor

CFO, Merchants Group

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.