WHY iContact BPO?

iContact is exceptionally proud of our extraordinary team of colleagues who go the extra mile in everything they do for our customers. As a business, we invest heavily into the training and developing of young, committed people from being inexperienced, to masters of their craft.

Within the Alefbet Group, our in-house, accredited training provider, SA Business School, provides quality training and executive courses for iContact colleagues. These are delivered by distinguished faculty and subject-matter experts, focusing on management development, learnerships and bespoke training development for the Global Business Services sector.

Communicating with your customer is key – but are you engaging with the right customer, at the right time on the right platform, with the right pitch? We know that the true success of any campaign relies on the intelligent use, application and interpretation of data. Our data and analytics services summarise, synthesise and extrapolate large amounts of data from customer interactions, providing invaluable insights for actioning. In the continuous quest to drive positive call outcomes, these essential tools enable agents to better understand and connect with customers, while improving overall productivity and performance.

As a global service provider, we ensure that we are at the forefront of all matters relating to compliance and good governance. We are dedicated to meeting the compliance, security, data and privacy policies and procedures, with dedicated on-site teams monitoring adherence and performance in this regard.

From the time of the first pandemic lockdown announcement in March 2020, 50% of our agents were functioning within 48 hours and the balance within the first five working days. Since then, we have made significant strides in honing and refining our hybrid work models to ensure that they can withstand both the current and future threats with a minimum of disruption. Our advanced technology solutions, APNs, firewalls, advanced intrusion and ransomware detection and monitoring are world-class and fundamental to our business continuity planning. Our ability to deploy and ramp-up fully functional teams under any crisis scenario is a critical competitive advantage, especially since COVID-19 is likely to persist for months if not years to come, and unlikely to be the last of its kind.

Many global organisations find themselves in a position to make a profound difference within disadvantaged communities through what is known as ‘impact sourcing’. Also known as socially responsible outsourcing, it refers to an arm of Global Business Services that employs socio-economically disadvantaged individuals as principal workers in business process outsourcing centres. Through our partnership with Alefbet’s Impact Sourcing Institute of South Africa, iContact is at the forefront of unlocking and developing a new pool of talent, uplifting the quality of life for disadvantaged communities and creating a powerful future workforce through impact sourcing and recruiting from society’s most vulnerable communities. A key benefit of working with the likes of the Impact Sourcing Institute is that iContact, and by extension our customers, get to support a programme whose outputs align with the UN’s sustainable development goals while at the same time developing a skilled workforce for long-term employment within the BPO sector.