Implementing quality assurance process

Case study > The Netherlands

Challenge

Our client is Netherlands leading lottery company. The challenge was to ensure they are always fully compliant with the very strict Dutch lottery industry regulations and laws.

Solutions

Our solution involved setting up a thorough quality and control process, complete with continuous feedback to the customer service representative. Moreover, our solution was implemented in compliance, successfully managing the end-to-end process and improving the compliance rate.

Results

Based on the result of the rigorous quality and monitoring process and follow-up to the customer service representative, we have:

A 20% increase in quality
An average compliance rate of 99% among 400 customer service representatives

This resulted in an 80% shift of work to Custom Connect.

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What clients say

Back in 2018 when we founded 7G Digital Media, our new strategic marketing agency, we outsourced the onboarding of new customers to Acca19, powered by Capability BPO™, based on their solid telephone outbound B2B experience. The decision worked! We are able to attest to the success of the solution, in both reducing onboarding costs and in building up our presence in segments like SME and SOHO.

Marco Michielon

Founder and CEO di 7G Digital Media

Capability BPO™ has a great understanding of what we as a business want to achieve. The COVID-19 pandemic and the proactiveness of Capability BPO™ showcased this even more. They listen to our needs, provide collaborative feedback, and then put into action what they say they intend to do. This understanding, listening and, follow through are highly valued by Groupon… Read More

Francisco Toledo – Director

Vendor Management Organization