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

Acca19, powered by Capability BPO was tasked with being their “boots on ground” by finding them a new site, signing all the related agreements, and onboarding the entire team from the previous vendor, all within a 3-month timeframe.

Our challenge was to deliver such a plan in parallel with our “normal” activities, ensure we did not attract the attention of any competitors and adapt to a new solutions partner role, from that of Outsourcer to “Outsourcing consultant.”

Solution and Results

Our approach was to “build trust” with the customer and the employees, by communicating the right, consistent message in an empathetic manner to employees (Who were leaving a big international outsourcer to join the client they were serving). We relied heavily on our solid brand reputation we have in the local market.

• Volumes successfully brought inhouse
• Client was able to price leverage capability when selling 2 years later.
• Client was able to price leverage capability when selling 2 years later.
• We now offer Outsource Consultant services.