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Case study > The Netherlands

Implementing Quality & Assurance process


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.


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.


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% a
  • Continued 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.

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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.
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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
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