Merchants competes in 11 categories at 16th Annual CCW Awards

Merchants competes in 11 categories at 16th Annual CCW Awards

Business process outsourcing (BPO) provider and customer experience partner, Merchants, is proud to announce that it has been chosen as a regional finalist in 11 categories in ContactCentreWorld’s 16th Annual Global Awards, which look to reward excellence in contact centers, employee engagement, customer experience (CX) and business strategies.

ContactCentreWorld is the world’s largest contact centre association. The annual awards attract over 1600 entrants across its more than 40 categories each year, from more than 50 nations across the globe. As a business, Merchants is eligible for the award for ‘Best Home/Remote Agent Program’ for its ‘office-in-a-box’ solution – Ekhaya. Meaning ‘home’, the solution contains all the necessary tools and technology to transform any home into a full-functioning contact centre – including an uninterruptable power supply (UPS), fibre connectivity, home office furniture, security and real time collaboration tools, such as a smartphone and visual display unit. While Merchants has deployed this work from home (WFH) solution to several of its over 2000 agents who currently WFH, it can be implemented across verticals and sectors.

“WFH solutions have been largely underutilised by the BPO sector until now – deployed mainly as a disaster recovery tactic,” explains Merchants Group CRO, Mat Conn. “It is now more important than ever, as we look to drive business continuity in an ever-evolving world – as businesses and individuals grapple with pressing issues like the COVID-19 pandemic, civil unrest and natural disasters.”

At an individual level, Merchants has several team members who have qualified as finalists across ten categories including ‘Best Contact Centre Operational Manager’, ‘Best Contact Centre Supervisor’, ‘Best Contact Centre Support Professional’ and ‘Best Customer Service Professional’.

“We are incredibly proud of the people who power our business,” says Conn. “The strides we have made as a business over the last 40 years would have been impossible without the passionate, hardworking individuals that make up our teams and business units.”

Conn explains that Merchants has a unique philosophy around providing the best possible CX. “We believe that employees who feel valued, heard and seen by their employer are far more likely to provide the best possible experience to the end customer. Employee experience is directly in line with the ability to provide a positive, personalized customer experience.”

Should Merchants receive Gold or Silver for any of these awards at the Europe, Middle East & Africa regional conference in August, the business is then eligible to compete in the global finals with the winners from the other regions – Asia Pacific and North & South Americas.

At a regional level, between 2016 and 2021, Merchants was awarded 14 titles – including ‘Best Mid-Size Contact Centre’, ‘Best Help Desk’, ‘Best Leader’ and ‘Best Client Service Manager’ in ContactCentreWorld’s annual awards. Globally, Merchants was named 2016’s ‘Best Workforce Management (WFM) Planner’, and took the awards for ‘Best Leader/Executive’, ‘Best Trainer’, ‘Best Quality Auditor’ and ‘Best Client Services Manager’ in 2017.

“We are extremely proud of our achievements this far, and wish all the other regional finalists the very best of luck for this year’s awards,” concludes Conn.

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