News : Merchants Launches Second Vodacom Customer Service Centre
Cape Town, SA -- Merchants announces the opening of its Vodacom contact centre in Cape Town South Africa. With the addition of this centre, Merchants is now accountable for operating the prepaid, postpaid and enterprise customer services for Vodacom out of both their Johannesburg and Cape Town centres doubling the total staff compliment.
Launched at the beginning of the year, the Cape Town contact centre staff compliment initially consisted of 300 people, but according to Haroon Cassim, general manager of the Vodacom account at Merchants, more growth has taken place. "The Johannesburg site grew from 500 to 900 seats and I expect the Cape Town site to be the same size by the end of this year," he says.
Merchants has been running Vodacom’s prepaid customer service for the past ten years, and recently expanded its offering to cover other areas of the business as well. "We will still be offering the same services, just on a larger scale," says Cassim.
During the launch, Merchants exercised a great deal of care in ensuring that areas affected did not impact peoples’ jobs. As a responsible employer, and in line with the company’s focus on putting people and customers first, 300 jobs were transferred to Merchants during this period of exceptional growth.
"The key aspect here is that we are really strong in our performance and that is driven by a number of factors. Merchants, in its vision of putting people first, controls its attrition a lot better than many other organisations," says Cassim, "our attrition, or agent turnover rate, is currently sitting at 4 percent while our competitors are tracking at about 18 to 20 percent. This means that they are constantly bringing in new people and trying to upskill them, where we have a more consistent approach. By investing in people and creating the right working environment, you reap huge rewards down the line as you have a consistent workforce that is able to consistently deliver exceptional customer experiences," he adds.
"Partnering with a provider who puts its employees first and who has a clear focus on the customer was a key consideration for us, and therefore extending and expanding our relationship with Merchants was a fairly relaxed decision," says Ugestra Alwar, Managing Executive: Customer Care at Vodacom.
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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.
Published: Thursday, August 11, 2016