iContact Case Study

A WHATSAPP VOICE FOR CALL CENTRE TALENT

icontact0logo

Engagements:

Learnerships (15769) 

Internships (39 507)

Applications:

Learnerships (4 908) 

Internships (3 239)

Shortlisted: 1 160

Interviewed via WhatsApp: 2 917

Hired: 63

Turn around time: 4 weeks

"The Knowledge Trust moves so quickly and the quality of your candidates is absolutely outstanding and excellent!"

About iContact

iContact is a full-service outsourcing company that specializes in BPO services, with headquarters not only nationally but internationally as well. As a large-scale organization that provides customer care, technical support, customer acquisition, and more – they have used their platform to bridge the unemployment gap that exists among the youth in South Africa. 

The Situation

iContact had two opportunities – both for call centre roles. They had to recruit 130 young South African citizens, between the ages of 18-28 to work in a contact centre. Specialising in customer service, they were looking for candidates that were ideally calm, and collected with impeccable communication skills. The candidates had to be Coloured/Black, be unemployed, with at least a Matric qualification. 

The roles were divided into two: 50 learnerships and 80 internships. The learnership was run by ITCBA and the internship by iContact, however, they both held the same specifications and both opportunities provided candidates with skills on how to manage in call centre environments while equipping them with an accredited qualification that would help them in the future as well. 

The Knowledge Trust, with a community of over 300 000 highly engaged members, is known for its superior service in trying to find opportunities that change the lives of its members. And so, when iContact had the opportunity to change 130 lives, they knew exactly who to call.

Special Ingredient

To achieve their mission of making opportunities and education accessible to everyone, The Knowledge Trust team understands the importance of bringing the opportunities to their members – especially to those who don’t have easy access to these opportunities because of factors such as data, and transport costs.

The Knowledge Trust launched a Whatsapp bot in which candidates could have their interviews via voice notes, which would then be submitted to iContact. Not only that, but candidates could also submit any required documents on Whatsapp. This process put traditional means of interviewing out the window, as it saved time and allowed the recruiters to gauge what their candidates were looking for in a work environment and what they brought to the table. They would also get the opportunity to get a brief understanding of their candidates’ communication skills, which would prove to be important, seeing as they were going to be in constant contact with customers and clients daily.

The Task

The candidate brief was as follows: 
  • Number of candidates: 130
  • Location: Cape Town
  • Qualification: At least a matric
  • Matric Average: At least 60% average
  • Screening criteria: Had to be an SA citizen, have a growth mindset, and eager to learn and grow
  • Age: 18- 28 years of age
  • Ethnicity: Black/Coloured
  • Employment status: Currently unemployed
  • Added Benefits: Transportation home after work every day
  • Available to start: 3 May 2021
  • Stipend: R5000

The Action

With a highly engaged audience of over 210 000 members, the primary platform on which we advertised this opportunity is through our Saturday and Wednesday newsletters, where we could appeal to our already existing community. The campaign strategy to find a suitable candidate was as follows:

  1. Access the existing community via the weekly Saturday newsletter which our members interact with regularly, as well as social media.
  2. Marketing to specific audiences through targeted emails
  3. WhatsApp applications and interviews
  4. Targeting partners to have them market the role
  5. Utilize our Bounty Hunter Referral program.

Partners who helped us

The Results

The iContact opportunity resulted in a total of 55 276 opportunity views, 3982 qualified applications for the internship and 6064 for the learnership, 2917 Whatsapp interviews, 1160 shortlisted candidates and 63 onboarded candidates. 

Let us make finding candidates a seamless and enjoyable experience for you. Collaborate with us today!

icontact0logo

Engagements:

Learnerships (15769) 

Internships (39 507)

Applications:

Learnerships (4 908) 

Internships (3 239)

Shortlisted: 1 160

Interviewed via WhatsApp: 2 917

Hired: 63

Turn around time: 4 weeks

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