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Case study > Albania

Bringing call centre capability in-house


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.”


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.

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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