Merchants Limited, a leading customer contact solutions company, today announces that it has been awarded this year`s International Award 2004 by the CiG (ContactinGauteng, previously known as the CCNG, Call Centre Networking Group). The award is in recognition of Merchants` achievement in attracting a leading global multimedia organisation to locate its contact centre within Merchants` South African operation.
Merchants competed against several other large contact centre outsourcers, including Dialogue Group and the Absa Contact Centre. This award acknowledges contact centres or service providers that have actively secured international business for SA, using in-country skills and infrastructure to enhance the service delivery for international communication. The judges were particularly impressed by Merchants` commitment to actively encouraging a learning environment, with an emphasis on people development.
The project to work with the global multimedia organisation went live in SA in August 2003 and currently the Merchants operation provides 270 seats for the client`s billing desk operation and a further 240 seats to handle technical help-desk queries. The entire contract employs over 800 Merchants consultants who have to date answered millions of calls, all of which originate in the US.
Commenting on the award, Bruce MacLeod, group CEO of Merchants, said: "This latest award demonstrates how Merchants as a group has built upon its considerable reputation in Europe as a leading contact centre outsourcer to win this prestigious international contract with a large global organisation. In particular, we view the award as testament to our capability to deliver large-scale global solutions to some of the world`s leading brands and also highlights the depth of our capability to provide an excellent offshore offering through our first-class South African-based operations."
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Merchants is one of Europe`s leading customer contact solutions companies, providing a full range of innovative managed services to enable the successful generation of customer value in real-time, every time. From communication centres in the UK, Ireland and SA, Merchants manages the outsourced customer contact operations of some of the world`s best known and most respected brands. Merchants is a Dimension Data Group Company.
Dimension Data
Dimension Data plc (LSE:DDT) is a specialist IT services and solution provider that helps clients plan, build and support their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.
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