News : Frost & Sullivan Recognizes Merchants(SA) with Company of the Year
London, UK, April 9, 2015 -- Based on its recent analysis of the business process outsourcing (BPO)-contact centre market, Frost & Sullivan recognises Merchants (SA) with the 2015 South African Frost & Sullivan Award for Company of the Year. Merchants has established a strong reputation in the BPO industry by leveraging its experience to provide value-added services (VAS) in a dynamic and intensely competitive BPO market.
"Merchants has developed a solid understanding of the global market, which has enabled it to deliver the right service at the right price, as well as empower clients with insights into different aspects of the market," said Frost & Sullivan Research Analyst Pieter Nel.
The BPO market employs Net Promoter System (NPS), a service provider-agnostic global metric to measure contact centre customer service experience. Although this score metric is used globally and across leading brands, some companies misuse it to artificially boost their ratings. Merchants has a deep understanding of what an exceptional customer experience looks like and delivers world-class NPS.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy and implementation. The award recognises a high degree of innovation with products and technologies and the resulting leadership in terms of customer value and market penetration.
Posted by Veronica Silva Cusi, news correspondent
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Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Friday, April 10, 2015