EDITORIAL TECH
Why digital contracting is a game-changer
“ When recruiting and hiring a few hundred agents at a time, especially during seasonal peaks, efficiency, transparency, speed, and scale in the contracting and recruiting processes are crucial, while ensuring that compliance and quality standards are not compromised,” says David Hood, Chief Operating Officer at iContact BPO.
“ Paper-based and manual contracting and onboarding is a time-consuming process prone to significant processing delays, errors, and inconsistencies in information due to mistakes, incomplete forms or incorrect information,” he adds.
“ Storage and retrieval issues also pose compliance challenges when data and contract tracking are manual and scattered. As the business grows and more agents are onboarded, managing an increasing volume of paperwork becomes unsustainable and highly inefficient in terms of costs, time, resources, and employee experience,” Hood concludes.
How M4Jam’ s digital solution makes a difference
The M4Jam digital onboarding and contracting platform was designed to address these challenges head-on, delivering:
1. Faster hiring process: Digital contracts enable prospective employees to sign documents instantly, eliminating delays. Candidates can complete onboarding tasks from any location, on any device.
2. Automated workflows: From job offers to employment agreements, digital workflows streamline the process by automatically generating, sharing, and tracking forms, while reducing confusion with clear steps and deadlines outlining what is required and when.
3. Scalability for high volume: The system seamlessly handles large volumes of applications during peak seasons, ensuring consistency and reducing administrative strain. Reporting features provide real-time progress monitoring, enabling quick the resolution of bottlenecks.
4. Remote accessibility: Remote hiring is simplified with cloud-based tools. Contracts and related documentation are securely stored and accessible 24 / 7 to both employer and employees in downloadable formats.
5. Improved agent experience: A smooth, efficient onboarding process ensures that candidates have a positive first experience, reducing attrition due to slow or cumbersome hiring processes.
6. Compliance and accuracy: Built-in compliance checks ensure that documents meet legal and organisational standards. Features like automated checks for missing or incorrect information significantly reduce errors, making the process more robust.
“ The solution means rapid turnaround times, where employment contracts of large teams are done in days. Administrative overhead is reduced by automating repetitive tasks, and our client has access to talent in multiple geographies without logistical challenges,” says Hennie Oosthuizen, Executive of People Management Technology at M4Jam. Oosthuizen adds,“ By integrating digital contracting and onboarding, our client can meet the surge in human capital demand quickly and efficiently, ensuring operational continuity and customer satisfaction during critical periods.”
“ Digital contracting enhances the employee experience by delivering a seamless, modern onboarding experience that reflects a company’ s commitment to efficiency, innovation and employee centricity,” Oosthuizen says.“ Providing a hassle-free start helps new agent hires feel valued and supported, which boosts morale.”
Successful rollout and future plans
After a successful proof of concept in September 2024, iContact BPO is rolling out M4Jam’ s digital contracting solution across its operations. This collaboration marks a significant step forward in streamlining seasonal hiring processes and reinforcing the company’ s commitment to excellence in both operations and employee experience.
By integrating cutting-edge digital tools, iContact BPO is setting a new standard for efficiency and innovation in the BPO sector, proving that even the busiest hiring seasons can be managed with ease, speed, and precision. ■
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