Merchants launches new call center, creates over 250 jobs in South Africa
ALEXANDRA, SOUTH AFRICA — Merchants, a South African business process outsourcing (BPO) firm, has launched a township-based call center in Alexandra, Johannesburg.
This initiative, developed in partnership with Amandla Social Enterprises and the Development Bank of Southern Africa (DBSA), aims to create over 250 jobs and stimulate economic growth in one of South Africa’s most impoverished areas.
Impact and employment statistics
The call center has achieved remarkable employment metrics that demonstrate its commitment to local development. An impressive 96% of agents come from historically disadvantaged communities, with 83% previously experiencing unemployment. The initiative has particularly benefited Alexandra Township residents, with 70% of the workforce coming directly from the local community.
“By partnering with Amandla and DBSA, Merchants is contributing to the growth of the Alexandra economy, fostering entrepreneurship, and promoting holistic education and skills development,” the company said.
Strategic partnership and vision
Merchants’ Chief Revenue Officer, Mathew Conn, emphasized the strategic importance of this initiative: “Through our partnership with Amandla and DBSA, we’re redefining employment by bringing job opportunities directly to the community, hiring locally, and creating meaningful careers that uplift and empower residents”.
The project is part of DBSA’s DLAB Programme, which aims to create meaningful economic opportunities for young people while fostering innovation.
Operational excellence and recognition
The Alexandra hub provides state-of-the-art contact center services to international clients, demonstrating the potential of township-based economies. Merchants’ commitment to impact sourcing was recently acknowledged at the BPESA GBS Awards, where they secured both the 2024 Top Impact Sourcing and Top GBS Operations awards.
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