Background

Our client, a leading Italian company in supporting Political Strategy and Communication, base their success on the ability to deliver a compliant and consistent CATI (Computer Assisted Telephone Interviewing) polling process. Towards the end of 2017 the general elections were announced, with our client having to launch a general polling campaign all over Italy in just a matter of days.

Challenge

Deliver 100,000+ completed sample interviews in less than a month, over year end, without missing any delivery targets, all while delivering on a demanding set of quality KPIs, during a challenging IT process as well.

Solution

The Acca19, powered by Capability BPO approach was to increase agents to an additional 50+ and extend our shifts, both on a daily and weekly basis. It became vital to enable Team Leaders and Supervisors to move across the different lines of business and have a sound understanding of different tools, within a diverse environment. Continuous training allowed us to address any concerns around quality due to agent turnover.

Results

A dedicated QA process was also implemented for the entire duration of the project. A “roll back plan” was also defined upfront to gradually move back to “normal” when the peak effort on the project was completed.

• 100 000+ interviews delivered
• Customer happy with quality.
• Our agents had the chance to be exposed to a different client, gain more experience, and learn new tools in a new environment.