Case Study: Harambee achieves 30× outbound reach and 45% productivity gains with Genesys PureConnect

Improved candidate engagement makes harambee a force for social change

Harambee is a South African non-profit that accelerates youth employment by recruiting, assessing and matching candidates outside traditional corporate networks. Faced with one of the world’s highest unemployment rates, Harambee relied on manual outbound calling from a contact center of 40+ agents, which limited reach, visibility into workflows and overall productivity.

Working with Pivotal Data, Harambee implemented Genesys PureConnect to create a scalable, multichannel contact center with automated outbound dialers, IVR, workforce optimization and data-driven workflows. The result: outbound attempts rose from ~50,000 to as many as 1.5 million (a 30× increase), engagement and pick-up rates improved (663,000 successful connections in three months), productivity climbed 45%, candidate screenings grew to 177,000 (up 23%), and event attendance and survey responses increased substantially.

Harambee

Jacques Jonker

Head of Contact Center