Merchants

Merchants CX is a South Africa-based business process outsourcing (BPO) and customer experience management company with more than 40 years of industry experience. The company combines people, technology, data, and digitally enhanced human interactions to help organizations improve customer experiences, operational efficiency, and business performance. Merchants reports 6,000+ employees, 17 Centres of Excellence, and 53 million customer interactions annually.

Its services include Customer Experience Management, Contact Centre Services, Customer Support, Sales, Technical Support, Back-Office Services, Workforce Management, Quality Management, Data Analytics, Operational Consulting, Automation, Digital Customer Engagement, and Recruitment and Training. The company also provides specialized support in HR, management information, operational dashboards, performance management, and process optimization.

Merchants serves industries including financial services, telecommunications, retail, aviation, hospitality, and other customer-focused sectors. Its case studies include work with organizations such as Vodacom, ASDA, Cell C, iiNet, Massbuild, and South African Airways, demonstrating experience in large-scale customer service and outsourced operations.