Merchants is a leading customer experience and business process outsourcing (BPO) partner, delivering digitally enabled, human-centred solutions that drive measurable business outcomes.
Rooted in South Africa and backed by over four decades of industry experience, we have played a foundational role in shaping the evolution of customer experience delivery. Today, as a wholly owned subsidiary of NTT DATA, Inc. A global leader in digital business and technology services operating in more than 50 countries, we combine international scale and advanced technology capability with deep local market expertise.
We believe the future of outsourcing lies at the intersection of intelligent technology and high-performing talent.
Through AI-powered customer solutions, advanced analytics, and operational excellence frameworks aligned to global best practice, we design and manage end-to-end customer lifecycle solutions across both business-to-business (B2B) and direct-to-consumer environments. Our services span inbound customer care, technical support, sales, retention, digital engagement, collections and back-office processing, all delivered within secure, scalable, and performance-driven environments.
With more than 5,000 skilled professionals across major operational hubs in Johannesburg, Pretoria, Cape Town, and Durban, we support a diverse portfolio of domestic and international clients across industries including telecommunications, financial services, insurance, travel, retail, and digital services.
Merchants Academy
Recognising that sustainable growth requires future-ready talent, Merchants established the Merchants Academy in 2021 as a strategic investment in skills development and workforce transformation.
The Academy delivers accredited, industry-aligned programmes that equip learners with practical, in-demand capabilities through blended learning, mentorship, and structured development pathways.
More than a training function, it reflects our commitment to impact sourcing and youth empowerment by expanding access to employment and sustainable careers.
In a rapidly evolving industry, the Academy is building the next generation of customer experience leaders.
Trusted Capability. Proven Impact.
As one of South Africa’s most established BPO providers, Merchants is consistently recognised for operational excellence, responsible growth, and client partnership. Our approach is grounded in a simple but powerful belief: People Matter, across our employees, communities, clients, and partners.
Contact details: mea.za.sales@merchantscx.com
