Merchants case study

Merchants, a Dimension Data Group company, is a leading provider of bespoke outsource contact centre solutions and has a 25 year track record of successfully delivering optimised solutions for a variety of blue chip organisations, globally.

Merchants regard Corporate Social Responsibility as an important business priority and integral to the achievement of their overall business strategy.   Through building good relationships with the local community, Merchants have raised their profile in the community and business world, achieving good PR and media coverage. Merchants supports local good causes such as Swimming for the Disabled in Kilmarnock. They have also supported the following good causes:

• Cash for kids
• Jeans for Genes
• Comic Relief
• Children in need
• Tsunami appeal, etc

In 2005, Merchants launched a ‘Give as you earn’ scheme whereby the company will pay 4% administration charges and add 25% to the amount to be donated from the employee’s salary to their chosen charity. The chosen charity is not necessarily a high profile one, and can be the local youth football club etc.

Merchants are very much involved with East Ayrshire Council in the East Ayrshire Strategy for Youth project (EASY), which is a 13-week programme to assist 16-18 year old school leavers to get a job, whereby eight volunteers are spending one and a half hours per week of company time, coaching the young people in communication and job-seeking skills.  Merchants volunteers are also working alongside Careers Scotland to provide training on job search, CV writing and interview techniques.

Merchants staff are encouraged to volunteer outside work and consider themselves members of the local community. Results from a recent volunteering questionnaire indicate that between 7 and 10% of all employees volunteer in their spare time. Merchants are committed to recycling and minimising waste wherever possible;   for example, all waste paper is collected separately for shredding, used toner cartridges are sent to Help the Aged etc.

Being a call centre, Merchants have particular concerns revolving around health and safety, such as ensuring conformance to regulations regarding computer screens, telephone headsets, seating etc.   Merchants are working towards an award from Scotland Health at Work, aiming for a happier, healthier workforce; a motivated team; less sickness absence and lower staff turnover.  They have held the Investors in People award for the past four years.   All newly recruited advisors receive four weeks full time induction training, followed by four weeks’ supported work before carrying out the duties on their own.

Merchants Limited
Unit A3 Rowallan Business Park
South Craig Avenue
Kilmarnock
KA3 6BQ

Edna McElroy
t: 01560 324606
f: 01560 324652
w: www.merchants.co.uk

NB: All case studies are based on the Organisation’s Bronze Award submission.