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News : Merchants Receives Global Accreditation for Inclusive Employment

#contactcenterworld, @CCMerchBPO

Merchants, South Africa’s customer management partner, has been accredited with the Impact Sourcing Standard by the Global Impact Sourcing Coalition which mandates its members to create sustainable employment opportunities specifically for youth from disadvantaged backgrounds.

"We are proud to be the first Southern Hemisphere based company and fourth globally to be accredited with this standard. This recognition propels us to continue to display our commitment in creating sustainable employment through Impact Sourcing not only in Southern Africa but globally too," says Ilse Hess, Head of Talent at Merchants.

The Global Impact Sourcing Coalition is a network of international businesses supported by the Rockefeller Foundation and Business for Social Responsibility™, (BSR™). These global non-profit organisations are currently working with companies to promote Impact Sourcing. Impact Sourcing is prevalent in the services sector especially in the business process outsourcing (BPO) industry and requires companies to employ people between the ages of 18 and 25 years from disadvantaged backgrounds who are either first time job seekers or have been unemployed for a period of 12 months, also known as Impact Workers.

With South Africa’s unemployment rate having reached more than 27%, according to Statistics South Africa, and the bulk of these individuals aged from 18 to 35, the rationale for Merchants to focus on employing Impact Workers will have a positive effect on South Africa. Globally, unemployment levels are at 21.2% and this too will support job creation in other territories in which Merchants operates.

"Our business is to partner with clients where they can offer the right customer experience and our contact centres employ individuals who fall into the category of Impact Workers. We have committed to ensuring 40% of the people we employ are made of up of Impact Workers," says Hess. "Our goal is to also ensure a better customer experience is supported by the right digital tool and having employees who are accustomed to digital experiences makes sense for our clients."

"Furthermore, we understand the single biggest impact we can have is to provide someone with employment, creating opportunity for them to prosper and improve their lifestyle. Over 50% of individuals between the ages of 18 and 24 are unemployed, if we employ a young person for a period of 12 months, they are likely to remain employed for the rest of their lives. It creates opportunity not for one person but to support a family and change the lives of many," adds Hess.

To attain this accreditation, Merchants needed to demonstrate how it was attracting and retaining talent by tapping into new talent pools by questioning the traditional recruitment methodologies, which can be subjective, and usually default to either experience or qualifications.

"Our partnership and recent acquisition of MyCalling, a digital recruitment platform, responds to how the recruitment process has evolved and assists Merchants with finding the right people to support our clients through contact centres. In addition, to attract this talent we need to actively show how we are building and growing people’s careers through contact centres, which in turn results in lower attrition rates, as we take into consideration their professional development. This makes business sense for our clients and socio-economic sense to reduce levels of unemployment," explains Hess.

Through the MyCalling platform, Merchants has recruited more than 7000 Impact Workers in the last 12 months and is expected to grow this number by of 40% year on year.

#contactcenterworld, @CCMerchBPO

About Merchants:
Company LogoMerchants, 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.
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Today's Tip of the Day - Back To The Basics

Read today's tip or listen to it on podcast.

Published: Tuesday, June 25, 2019

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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