WorkSafe SA has decided to outsource its onboarding process to speed up its roll out ahead of the new OHS Act changes. Elaine van Vuuren, National Operational Safety Director for the company, responsible for Agent Onboarding, said it is an ideal opportunity for individuals to create their own income in a market where unemployment and retrenchments in the wake of Covid-19 has become commonplace.
“The RWTC offers a skills set to individuals who would like to start a home based business for themselves. Our intention is to train people in our internal on-boarding process, and then contract them to work remotely in our support centre.” Van Vuuren explained.
“I have found that people get confused when two or more actions is requested in a single instruction. A typical instruction would be something like “download and install the app, buy credits to use the app and create a support request for assistance. This instruction results in three actions to be taken, each of which results in three or more questions, which increases the time of on-boarding. Instead of a multi-task instruction, we are forced to take a step-by-step approach through the entire on-boarding process.” Van Vuuren said.
The On-Boarding process is part of a 14 step project based program to educate a new franchisee joining the WorkSafe team. The business model is based on the transfer of skills to other people within a franchised territory. It is therefore important that new franchisees gain first hand experience in the process in order to transfer the skill to others. But this in itself created a new opportunity.
Become a WorkSafe Support Agent.
The RWTC is only offered in the Western Cape and will teach you how to become a support agent. The course is offered over three days and completion will lead to contract to work as a Remote Work Support Agent.
Entry requirements for the RWTC is having a laptop and internet as well as own transport to the training centre in Bellville, Cape Town.
Once a contract is signed an agent will be responsible for providing support in one aspect of the WorkSafe program. For example, if you are experienced in using iAuditor, you will only provide support in this. If you are a boffin on social media, this will be your only function.
Support Agents earn their income per new entrant and the support is included in the purchase of the franchise or license. Generally speaking each task, in theory, takes about 10 to 30 minutes to complete, but the average close-out time is more than 2 days. “We spend more time answering questions than actually making progress in the process.” explained Van Vuuren. “We want to outsource this ‘wasted time’ to focus on client on-boarding. In the end, we will be distributing 90% of our revenue to the support agents. This loss will be traded off against the introduction of management fees; something we’ve tried to keep out of the equation. We have no alternative now. As far as client on-boarding goes, this will remain the function of WorkSafe’s management team.”
For more information about the RWTC, contact WorkSafe SA.