Case studies
Dutch-language contact centre for a European utility
For a Dutch energy retailer, Istanbul's structural Dutch-language pool solved cost and retention where conventional locations could not scale.
The challenge
Dutch-language service is expensive and the domestic labour market tight. The retailer had considered Suriname and South Africa and found volumes too thin to scale. It did not know Türkiye is one of the larger Dutch-language BPO markets outside the Low Countries.
What Corpshore did
We built a dedicated Dutch team in Istanbul, recruited substantially from returnees and second-generation candidates. We told the client the longer recruitment lead time at the outset. Scope covers billing, meter, contract, complaint handling and early-stage collections.
Results
- Cost per contact reduced 44 percent against the Dutch domestic baseline
- Satisfaction reached parity with the domestic benchmark by month five
- Attrition ran well below the retailer's domestic supplier experience
- The engagement expanded into a second wave in year two
Why it worked
The retailer's search had been geographically conventional. The Dutch-language pool in Istanbul is a genuine structural feature of this market that almost nobody outside it knows.
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