Revolutionising seasonal hiring: iContact BPO partners with M4Jam for digital contracting efficiency

In the fast-paced world of business process outsourcing (BPO), peak season hiring demands are no small feat. Onboarding hundreds, sometimes thousands, of agents across geographically dispersed locations poses significant challenges in terms of resources, compliance and operational efficiency.

To tackle this, iContact BPO, a South African-based niche BPO serving international markets, has partnered with M4Jam to bring digital efficiency to its contracting and onboarding processes.

By leveraging automation, cloud technology and scalable solutions, iContact BPO is transforming its hiring process – ensuring speed, accuracy and compliance even during the busiest of seasonal surges.

Why digital contracting is a game-changer

“When you’re recruiting and hiring a few hundred agents at a time, especially for seasonal peaks, efficiency, transparency, speed and scale in the contracting and recruiting processes are crucial, while ensuring compliance and quality standards are never compromised,” says David Hood, chief operating officer at iContact BPO.

He highlights the limitations of traditional paper-based processes: “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. Storage and retrieval issues also bring compliance challenges when tracking of data and contracts is manual and scattered.

“As the business grows and more agents are onboarded, managing an increasing volume of paperwork simply becomes unsustainable and highly inefficient in terms of costs, time, resources and employee experience.”

How M4Jam’s digital solution makes a difference

The M4Jam digital onboarding and contracting platform was designed to address these challenges head-on, delivering:

• 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.
• 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 of what’s required, when.
• 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 resolution of bottlenecks.
• Remote accessibility: Remote hiring is simplified with cloud-based tools. Contracts and related documentation are securely stored and accessible 24/7 by both employer and employee in downloadable formats.
• Improved agent experience: A smooth, efficient onboarding process ensures candidates have a positive first experience, reducing attrition due to slow or cumbersome hiring processes.
• Compliance and accuracy: Built-in compliance checks ensure documents meet legal and organisational standards. Features like automated checks for missing or incorrect information significantly reduce errors, making the process more robust.

Hennie Oosthuizen, executive of People Management Technology at M4Jam, emphasises the business benefits: “The solution means rapid turnaround times where employment contracts of large teams are done in days rather than weeks. Administrative overhead is reduced by automating repetitive tasks, and our client has access to talent in multiple geographies without logistical challenges.

“By integrating digital contracting and onboarding, our client gets to meet the surge in human capital demand quickly and efficiently, ensuring operational continuity and customer satisfaction during critical periods.”

He adds that the employee experience is also a key focus: “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. Providing a hassle-free start helps new agent hires feel valued and supported – boosting 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. The 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 – proof that even the busiest hiring seasons can be managed with ease, speed and precision.