2. The Dilemma Podcast: Merchants SA Bonus
Case Writing Centre DBIA Podcast
Chapters
1:10
Key sectors serviced by Merchants
4:08
SA as a unique destination
7:30
Key industry challenges
11:17
BPESA levers
14:42
Job creation for SA in sector
18:19
Leadership ethos
21:23
Customer experience from a service provider perspective
24:02
Balancing local and global customer service expectations
26:09
Growth trends estimates
26:25
500,000 new jobs
27:47
Zain's career profile
31:46
Advice to junior management
36:07
Better view of BPO industry
37:04
Organisation of the industry
40:20
Merchants' township strategy
42:52
Merchants Academy - skills
45:19
Do-leadership
Case Writing Centre DBIA Podcast
2. The Dilemma Podcast: Merchants SA Bonus
Aug 02, 2023
Claire Barnardo
The UCT GSB Case Writing Centre DBIA case series. In this bonus podcast to The Dilemma interview, we chat to Zain Patel, Managing Director of Merchants SA, about the business process outsourcing industry in South Africa from his viewpoint.
