News : Merchants Wins Big at 2016 CCMG Contact Centre Industry Awards
Merchants, a South African contact centre partner has clinched five awards at the 2016 CCMG Contact Centre Industry Awards. The Awards ceremony, which took place this weekend, recognises organisational and individual excellence in the local Contact Centre Industry.
Merchants’ iiNet contact centre, based in Cape Town was judged the Best Contact Centre in South Africa. iiNet is the result of a successful 8-year partnership between the Australian ISP and Merchants. "Our iiNet contact centre, which employs more than a thousand people, is part of an international virtual call centre and we pride ourselves on delivering service of international standards," says Karen Boucher, General Manager of the iiNet contact centre at Merchants. "Our agents deal with a wide range of complex and technically challenging calls, which include technical support, billing and sales."
She adds that their strong focus on their people sets Merchants apart from its competitors. "We are a people’s business. Our ability to attract the best talent, coupled with our rich history of not only job creation but offering sustainable careers, is what differentiates us from our competitors. We strive to put our people and customers first, daily and continuously challenge ourselves to break boundaries and be different in how we do this. Our people feel like they can make a difference and impact customer experience and the results show in our employee satisfaction and Net Promoter scores."
The following Merchants’ team members were recognised as the winners in their respective categories:
- Nobuhle Ngubane – Best Quality Auditor
- Vanie Subramoney – Best Contact Centre Trainer
- Junaid Anderson – Best Contact Centre Supervisor
- Donovan Court – Best Client Service Manager
"We are proud of everyone who participated in these awards and believe our commitment to our clients and our people has led to this success," says Jennifer Algie, People Director at Merchants. "Our people and a strong focus on driving excellent customer experiences on behalf of our clients are what continues to set us apart from our competitors," she concludes.
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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 Contact Centre Management Group:
Professional Body of Contact Centres in South Africa
Published: Thursday, September 8, 2016