Who is eStudy?
Digital training company in partnership with:
- CrossKnowledge France
- BEE Analyst & Associates
Closely aligned to the B-BBEE Code of Good Practice
Unique Plug & Play Solutions
- Accredited Training Library – 121 courses
- Management Development Programs – Internship Model
- Digital Onboarding Programmes
- Engineering Academy
- Contact Centre eRecruitment & Training Solution
South Africa - The Reality
Unemployment @ 28%
Unemployed Youth (18 to 30 years) = 6 million youth.
Characteristics of Recruitment Talent Pool:
- Qualifications
- Weak English verbal skills
- Affordability by job seekers
- Desperate for employment
- Limited access to internet and facilities
Rationale Behind The Recruitment Methodology
A people-centric approach to assist a job seeker, driven by digital technology, to take an educated and informed decision on the feasibility of a career in the Contact Centre Industry.
Candidate / Job Fit - The Reality
How do you evaluate and understand a candidate’s?
- Desperation to find work, as opposed to a candidate’s skills set,
- Readiness for a specific role in the Contact Centre Industry,
- Basic skills set to succeed in the industry,
- Aptitude to succeed in the Contact Centre Industry?
Research Results: Why Do Agents Resign?
Main trends in Exit Interviews:
- Better job offer from another contact centre and fierce competition between contact centres to recruit and KEEP super agents
- “I made a mistake, I don’t want to be a Contact Centre agent!”
- High levels of stress, “pace of work”
Main Competency Skills Required By An Agent (BPESA)
- Numeracy
- Client service orientation, handling and education
- Language proficiency – English
- Emotional intelligence
- Negotiation skills
New Competency:
- Aptitude for Learning
Insights Into Current Trends
Hardcore Industry Statistics
- Abscondment / resignation rate up to 45% – if measured after a 3 year period
- Average cost per agent from recruitment to start of learnership = R9 000
- Average learnership cost = R25 000 plus R36 000 stipend, per recruit
Insights of Current Model
Case Study : Contact Centre with 471 agents
- Abscondment / resignation rate over 3 years = 45%
- Recruitment requirement over 3 years = 203 agents
Total Cost:
- Recruitment/Preparation cost = 203 agents x R 9 000 (3 yrs) = R 1.8m
- Learnership cost of 203 agents (3 yrs) = 203 x R 25 000 = R 5.7m
- Total Spend = R 7.5m over 3 years OR R 2.5m per year
Two Main Challenges
- High recruitment and training cost – recurring year on year
- High abscondment and resignation rate of agents
Click here to view eStudy’s Contact Centre Recruitment Solution
eSTUDY is an accredited digital training company that specialises in upskilling your employees with accredited eLearning solutions to help your business grow.
