Merchants’ unique DBOT™ approach is used in the establishment of new contact centres, and enables our clients to take advantage of our experience and expertise in developing both our own and other client contact centres.

Our DBOT™ approach ensures you are presented with the most effective solution for your business, by building on lessons learned and using best practice standards. Its modular design means we can give our clients the choice of whether they to take advantage of the full service or its component parts, giving us the ability to offer you solutions for any aspect of the design and build process.

Merchants’ Design and Build services enable your business to:

	Manage the risks associated with setting up a new contact centre including time, cost, quality;
	Reduce the time to implement a new contact centre without sacrificing performance or quality;
	Keep focused on your core business while implementing a programme that matches your significant size and resource requirements;
	Introduce new ideas and change through the deployment of a new contact centre;
	Choose which elements to support – from design, design and build, or design and build with a structured hand over programme.

Drawing on our extensive experience across multiple client engagements and implementations, our DBOT™ solution can add value to your business through:

	Creating, understanding and developing a more accurate business case and operating model;
	Helping you define and select the best option to achieve your business goals;
	Identifying and understanding potential risks, their impact and what is required to effectively manage them;
	Effective scope management that embraces changes that benefit the project outcome, while rejecting those that don’t deliver on your business objectives;
	Providing proven people management, learning and development to ensure we provide you with the right people with the right skills;
	Quantifying your desired business goals and keeping focused to ensure you achieve them;
	Ensuring our operational model supports the appropriate and seamless transition of operations back to you by maintaining service levels and legal staff transitions through TUPE experienced personnel.