customer service representative

sales associate

outbound call center representative

call center manager

training manager

iContact BPO

In the first round of retrenchments, management failed to demonstrate proper leadership. Managers lacked transparency, rarely sharing challenges or fostering open communication. During retrenchment, instead of being honest about severance or internal placement options, they devised ways to cut costs and mislead employees. Staff were told they couldn't be placed in similar roles due to salary discrepancies, even though comparable positions existed. Rather than retraining staff for available roles, they were made to reapply. Those who applied were rejected in favor of lower-paid hires, suggesting the process was predetermined. Feedback loops were ineffective, with decisions made less than 24 hours before reviews, leaving no room for input. Employees were then pressured into signing new contracts as if they were entirely new hires, rather than being retained or upskilled. The process lacked fairness, transparency, and leadership integrity.

What is the best part of working at the company?
The company was very and the employees there are very welcoming and I also very much loved the environment in which we were working at because the place was a bit designated enabling a peaceful and quiet space for us to be able to do our work.

What is the most stressful part about working at the company?
The hours sometimes used to get out of hand most especially before you actually start working,training hours were from 3pm to 12 pm which was stressful.A lot of people wanted the job but couldn’t complete training.

What is the work environment and culture like at the company?
Very peaceful in terms of the working environment and as for the culture it is very much dynamic and versatile.

What is a typical day like for you at the company?
Getting to the office greeting your fellow colleagues in the morning having a nice cup of coffee and kick starting my day to do my duties.

- Deliverables easily attain without the underrated disturbances (IT downtime, excessive meetings, ad-hoc requests, & lengthy meetings, etc)
- I've taught myself to be self-reliant as resources and support are not readily available the majority of the time.
- Management styles seem to be more resistant to new ideas and often require extensive probing and pitching to convince them otherwise.
- Workplace culture is a tad timid and volatile, meaning the rapid changes may affect the floor's motivation to deliver or exceed expectations. 
- Retaining employees and ascertaining what leads to their lack of interest in being in the company.
- N/A 

What is the best part of working at the company?
So much diversity, but it just works!

What is the most stressful part about working at the company?
transport to and from. Was always stressful.

What is the work environment and culture like at the company?
relaxed, there is office politics here and there, but at the end of the day, we always show up for each other. Very much family oriented

What is a typical day like for you at the company?
work hard , play even hardee
The campaign allowed lots of time NOT on CALL, which was great, but at times you were again so busy, you have to skip your scheduled break. Like i said, work harder play even harder

Everyday is the same, you'll arrive full of energy and life but once you start up your system, the life gets sucked out of your soul. I have learned that there are better places than Icontact and people should avoid it at all costs. Management does not have an issue with stealing from employees, every chance the Americans give the employees to make an extra buck the Managers put in their own pocket and take their families on vacation, the hardest part of the job is to work extra hard to make the client happy but no praise or acknowledgment would be given. The most enjoyable part of the job is the day you leave. 

What is the best part of working at the company?
iContact takes good care of their employees, I mean i can write a book about the company. You become their priority.

What is the most stressful part about working at the company?
Its reputable of its high performance  and producing quality agents.

What is the work environment and culture like at the company?
Honesty and Integrity, Respect one another. we had beverages and snacks to keep balance when working after hours. flexible working hours with good pay!

What is a typical day like for you at the company?
you need to be punctual, meet target and go home

There is alot of pressure to meet targets. And its constant pressure from various parties… your Team Leader, The Manager aswell as Q and A. Any mishaps can get you fired or demerited. If you do not meet target you feel a sense of isolation. Failure to reach target within 3 months retrenchment is on the cards for you. There is a script that you have to memorize and say verbatim over the calls aswell as FAQs all have to be memorized and said verbatim on calls or receive demerit.

What is the best part of working at the company?
Being helpful to customers and the environment is healthy, people are friendly. 

What is the most stressful part about working at the company?
Getting paid by eWallet and now you have to go and queue a long queue at FNB to get your money and another queue to deposit the money in your card

What is the work environment and culture like at the company?
Very good and healthy environment as well as the culture 

What is a typical day like for you at the company?
Always looking forward to speaking to customers and helping them

Icontact is a place for school leavers. If you have a family, forget about spending time with them. They don't care about their employees, nor even their safety. The shifts are crazy, one can have 3 different shifts in a week. They management doesn't cateanout its employees but themselves. There's work added with no increase instead They make sure to make it hard for you to be able to achieve your KPI. Once they notice that agents are making money on KPI, they change the commission structure. 

What is the best part of working at the company?
The campaign is Amazing, Lightspeed. The Processes, the Area, and the building are just appalling. 

What is the most stressful part about working at the company?
Transport going to work and the building

What is the work environment and culture like at the company?
Horrible to say the least, just horrible

What is a typical day like for you at the company?
no purified water, TLs constantly breathing on your neck

Top Job Titles	Average Salary
Customer service representative 5 salaries reported	R 10 400 per month
Sales associate 3 salaries reported	R 28 000 per month
Outbound call center representative 1 salary reported	R 5 000 per month
Call center manager 1 salary reported	R 22 500 per month
Training manager 1 salary reported	R 480 000 per year

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