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.

Solution

Our solution included building a thorough quality and assurance process, complete with continuous feedback to the client services representative. Additionally our solution was implemented in alignment with the regulatory compliance rules, successfully managing the end-to-end process as well as improving the compliancy rate.

Results

Based on the outcome of the strict quality and assurance process and follow up to the client services representative we successfully drove an uptake of 20% and continue to drive an average of 99% compliance among 400 client services representatives.

This resulted in shifting 80% of all of the work from the lottery industry to Capability BPO in the Netherlands.