Merchants continues to be recognised as industry leader

Merchants continues to be recognised as industry leader

Last week, the Merchants team took home four industry awards from both the Contact Centre Management Group (CCMG) 2021 Awards and Business Continuity Institute (BCI) Africa’s 2021 Awards.

CCMG Awards

The CCMG is an industry body of professionals and organisations that are committed to developing contact centre services in South Africa. The annual awards look to reward excellence at both an organizational and individual level.

At this year’s awards, Merchants was recognised for running the ‘Best Contact Centre’ for our Vodacom Enterprise Business unit. Further to this, two of our incredible team members were awarded in their personal capacity: Glenise Mouton was named Best Inbound Contact Centre Agent’ and Sihle Somana was named ‘Best Contact Centre Manager’.

“As a customer experience partner our business is truly powered by our people. Each team is only as strong as its individual members, and we are exceptionally proud of the kind of talent we are developing and nurturing within our organisation,” says Mat Conn, Group CRO at Merchants. “It is inspiring and exciting to see our people recognised for their hard work and dedication to driving customer experience forward in South Africa.”

BCI Africa Awards

Later in the week, Merchants was recognised for ‘Most Effective Recovery’ in 2021, for our excellence in delivering business continuity services to our clients. BCI Africa’s awards seek to recognise outstanding contributions made by business continuity, risk and resilience professionals and organisations.

Business continuity is an exceptionally important part of the Merchants offering – especially as more international businesses look to South Africa as their offshore BPO destination of choice. “Providing exceptional quality service and optimised uptime is absolutely integral to providing the best experience to our clients and their end users,” explains Conn. “Through out work with Continuity SA, we have excelled in this area of our business in the past year.”

All winners are shortlisted for the BCI Global Awards, which will take place next November.

Fostering Excellence

“The Merchants leadership team would like to extend our heartfelt congratulations to all our team members. Our core belief as a business is that ‘People Matter’, and this is so evident in this week’s achievements. We commit to continue developing and nurturing talent across all levels of the organisation through our various training and development programs, and building the next generation of skilled individuals through our digital recruitment tool – MyCalling,” concludes Conn.

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