A Portuguese retailer with a Brazilian operation
Brazilian volume in Sao Paulo, Portuguese market in Lisbon
Two operations under common management: PT-BR in Sao Paulo for Brazilian volume and a PT-PT core in Lisbon for the home market.
Case facts
- Delivery model
- Brazil
- Variant
- pt-BR
- Team
- 34 in Sao Paulo, 8 in Lisbon
- Time to launch
- 9 weeks
The problem
The Brazilian operation was growing faster than Portuguese hiring could keep up with, and serving the Brazilian market from Lisbon was expensive. Serving the Portuguese market from Brazil, which was the first idea, produced complaints about tone within a month.
What we built
Variant separation with shared management, systems and reporting. Scripts, quality reviewers and metrics are separate, and the monthly report presents both markets side by side rather than as an average.
Compliance
Brazil holds no adequacy decision. Standard contractual clauses and a transfer impact assessment signed before opening, with the data boundary defined by category.
Results
- Sao Paulo and Lisbon
- 34+8Sao Paulo and Lisbon
- reduction in average cost per contact
- 48 %reduction in average cost per contact
- metric sets, never one average
- 2metric sets, never one average
- instruments in place before the first hire
- CCTinstruments in place before the first hire
The temptation was to serve everything from Brazil. The numbers said yes and the Portuguese customers said no.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
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