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History & Milestones
Established in 1981, Merchants (then known as Programmes Limited) was the first provider of outsourced telephone services in the UK and our pioneering work has been behind the success of many notable business relationships. One such example is the advent of First Direct, where its success is globally recognised as one of the key milestones in the development of cost-effective, customer-focused solutions.
1981
Merchants founded
1985
Merchants was the first specialist contact centre training company
1991
Established UK’s first telephone bank
1997
Launched the world-renowned Global Contact Centre Benchmarking Report AND acquired by Dimension Data
1999
Set up of Apple centre in Ireland
2000
Developed the DBOT™ (Design, Build, Operate and Transfer) technology
Designed, Built, Operated and transferred South African Airways entire flysaa.com customer management solution
2001
Set up Virgin Mobile Contact Centres in UK and the Australia
2003
Established 1st international outsourced contact centre in South African (America Online)
Defined the Contact Centre Consolidation strategy for Wellpoint, USA
Established 1st major hosted outsourced contact for Standard Bank South Africa
2004
Set up comprehensive outsourced Contact Centre for Vodacom South Africa
2005
Brought the ASDA home shopping support centre to South Africa
Implemented a Contact Centre consolidation and rationalization strategy for Standard Bank South Africa
2006
Created an innovative joint venture with TSYS Managed Services EMEA
2007
10TH Anniversary of the Global Contact Centre Benchmarking Report
2008
Designed and built the 1st Australian offshore Contact Centre in South Africa
2009
Launched the ASDA Direct’s Contact Centre in Cape Town, South Africa
2010
Extended on iiNet operation in Cape Town, South Africa offering complex technical and business support services to Australian consumers
2011
Collaborated with South Africa’s leading insurer, Hollard, to redesign and establish a robust, technically innovative and fully flexible hosted Contact Centre
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