Overall
Promotion
Salary
Work/life balance
Culture
Leadership
Learning curve
Dealing with different customers but being able to solve they queues. Meeting campaign's target Working with different peaple learning other people's views and being able to learn from that.
Pros: working up the ladder
Cons: slow growth
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I gained a lot of experience especially customer experience.
Merchants is a well-known company, great atmosphere especially with the young youth like me very energetic. I got a chance to be taught by one of good team leader's Sibusiso Gumede merchants has produced. He taught me all about how to become responsible as an agent and how to control your stats, how can one become best at his/her calls. I learnt how we generate revenues with just taking that call. It's great really, few serious issues we had was that there was not enough sufficient training especially on New Vodacom products. So when the customer asked why this is happening? you'll have to put on hold and go and confirm something you never heard of, secondly I constantly have issues with the companies working hours. We work abnormal shifts and having constant issues with our payment as well. It came to a point it didn't matter anymore and there's too many of us so chances are they'll want to put it on your next salary. I guess every company has its own problems I told myself. It's a good company
Pros: I have moved in 3 departments RED CBU which is Vodacoms exclusive customers, and in the whole process I got an award for the Vodacom Flight Program.
Cons: Long and abnormal working hours with one day off per week, payment queries every month. Systems and server issues on a daily basis makes it difficult to help that customer and this results in stats failing us, well that's not a Vodacom problem , t's Merchants servers. The thing is Vodacom on stats he their own targets so as Merchants and Merchants targets are higher than Vodacom and when you don't meet up with them you get to sign warnings so it's difficult really.
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I still am willing to learn
Typical day at work, sending hourly report, taking superior calls. My relationship with co-workers is good, considering the fact that we spend the whole day at work. I've learned that working as a team is more important and fun than working alone, I learned to do supervisors job like doing KPI's, Sanctioning of staff , Time sheet. enjoy everything about what i do and growth in a work place. The most challenging aspect is when is month end all the reports that we have to submit, from Hr, KPI's and attendance register before a specific time set.
Pros: Since i started working i have been promoted twice from different companies
Cons: I don't have a problem working long hours
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Solid
Working at Merchants it's okay, it is a good company but the management doesn't satisfy our needs as agents, the contract can end anytime. A typical day at Merchants is that its easy for a consultant to reach for the day. I have a very good relationship with my co-workers we teach each other a lot if there's any loopholes. what I've learnt mostly is how to handle consumers needs, finding a need for them and to deliver exceptional customer service..what I enjoy about this job is satisfying consumers needs and educating consumers in how to control financies .
Pros: it's a good company in terms of the campaign and the working hours and anyone can reach their target.
Cons: The ability to reach target consistently.
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Always someone to lend a helping hand which provides one with the knowledge to become a helping hand
At Merchants we strive to provide world class service to our clients on a daily basis, and I believe that through our great people we are able to achieve that goal. The group of individuals I have been lucky enough to work with have taught me that together, we can accomplish anything, but also that each link in the chain has to be strong individually, and I feel that I have become said strong individual. The challenges that come with dealing with international clients - such as sometimes being unfamiliar with their systems - can easily turn into strengths, because it grants you the opportunity to learn something new. I believe that I learn something new everyday, and that has helped me form great relationships, not only with clients, but with colleagues as well.
Pros: Great educational opportunities.
Cons: Not many opportunities for promotion.
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I'm a fast learner
As a team leader everyday coming to work, i send daily stats, attendance register, deal with customers if there's a superior call. i am a team player, working with a group of people helps me to get along well with co-workers from Agent to Manager. I learned to be patient, working with both colleagues and customers, Administration, leadership skills. I enjoy working with people. The most challenging aspects of my job is deadlines, monthly reports but I am used to it now.
Pros: I know that i'm a hard worker if there's a ladder am willing to climb
Cons: I can deal with long hours
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Excellent grooming and growth
My typical day at work begins with me signing in checking updating attendance for my team when left as leader for the day.I believe in a buddy system as it creates a bond which can be essential to the working environment its not always easy as there are some days whereby the unit gets busy meaning pressure on everybody but that is what builds and binds us as co workers.Been apart of merchants has taught me to be patient go after what you want and strive for the best at all times I have developed leadership skills which I enjoyed most during my stay within the company.The most challenging part if my job is been in shift orientated environment that can be challenging to the body.
Pros: great oppurtunity for skill development
Cons: shift hours
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Motivation
I am humble individual and enquirers a lot. I loves what I do and I applies myself very well. I am well focused and thrives to reach to my goals and potentials. My behavior has changed tremendously in the past few years. I have a good personality and warm friendly smile. I am always warm to assist at all times. My interaction with people has been awesome in that I welcomes positive criticism very well. I am is always eager to learn and understand my environment. I knows my role very well .
Pros: Having the right team to work with.
Cons: Lack of support from the managers
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Good learning curve
It was great worked ng on new product and new clientele. Excellent working relationship and conditions with co-workers. I was a good motivator towards ny co-wotkers. Reaching my highest talk time was the easiest for me even in a vad day or month
Pros: Great sales experience
Cons: Long working hours
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Excellent learning curve
Analyzing call forecast vs offered calls to maintain a service level of 75% every half hour intervals as required by the client. Responsible for managing and maintaining average handling time, answer rate. Average speed of answer and calls in the queue. Ensure staffing is available to take calls per interval by optimizing breaks and schedules. Reporting of challenges that may affect call volumes and create scripts for challenges. Live monitoring of contact center performance across both the KZN and Johannesburg Cell C sites. Ensure all business stakeholders are updated with performance every hour on the day. Granting half day leave as well as voluntary time off depending on service level percentage. Conducting huddles with team leaders to discuss the plan for the day.
Pros: Opportunities for growth and development
Cons: Low salary
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