OUTSOURCING

With the continuing pressure on budgets, there is increased interest in outsourcing as a solution that ensures performance and risk are optimised while minimising operating costs. The main requirement of an outsourcing partner is that they are a ‘safe pair of hands’, able to protect your brand while ensuring the timely delivery of a high-quality service.

Through our outsourcing operation, Merchants, we provide you with this ‘safe pair of hands’. Merchants has a 23-year track record of successfully delivering customer contact centre solutions for a variety of blue chip organisations. Our global footprint coupled with Merchants’ extensive history and proven delivery brings a unique understanding and expertise to the contact centre industry.

Through the strength of our group companies, Merchants and Internet Solutions (our connectivity partner), we provide companies with a spectrum of solutions covering outsourcing and offshoring.

We offer full operational outsourcing of contact centres from inbound customer service to outbound sales, business-to-business or direct to end consumers. This includes determining the appropriate location strategy to investigating different implementation options through to operational consulting to get the operation established, technology implementation and providing full operational outsourcing.

Our Design-Build-Operate-Transfer (DBOT) solution, which includes custom build and transfer back to the organisation at the end of a fixed time period, spreads the costs and skills required for delivering a brand new contact centre across the term of an outsourced contract.

Through our operations in England, Scotland, Ireland and South Africa, we offer a range of locations that provide different combinations of cost, risk and performance. We also custom build operations centres for clients in locations that make most sense to complement and balance their portfolio of contact centre operations.