CorpshoreBPO · Santiago
Haitian Creole beneficiary helpline for an international humanitarian organisation
The challenge
The organisation needed a beneficiary helpline in Haitian Creole with an attached service level and protection-grade data handling, and had scanned the market for a year without finding a provider who could deliver it. Answer rates, case completeness and referral times were all poor, and beneficiary data in a protection context demanded unusually rigorous handling.
Approach and methodology
- Staffed native-to-C1 Haitian Creole from the Santiago cross-border talent pool
- Built case intake with completeness and protection-escalation protocols
- Established data-protection handling appropriate to a humanitarian protection context
- Released programme staff from helpline duty back to field work
Results
Monthly calls answered rose from 1,180 to 6,660, the answer rate rose from 49% to 98%, case record completeness rose from 46% to 94%, and median time to referral fell from 6.2 to 1.1 days. Protection escalations reached 99.4% within the protocol window, and eleven programme FTE were released back to field work, with agent attrition running below the sector norm.
+48 pts
case record completeness
11 FTE
programme staff released to field
Kreyòl
native-to-C1 helpline capability
| Metric | Baseline | Latest | Change |
|---|---|---|---|
| Monthly calls answered | 1,180 | 6,660 | +464% |
| Answer rate | 49% | 98% | +49 pts |
| Case record completeness | 46% | 94% | +48 pts |
| Median time to referral | 6.2 days | 1.1 days | -82% |
| Agent attrition, annualised | n/a | 14% | Below sector norm |
We scanned the market for a year and found no one who could do this in Kreyòl with a service level attached. The cross-border talent pool in Santiago was the difference.
Enduring value
The case-intake completeness protocol and protection-escalation design are now organisation-wide standards, and the Haitian Creole capability has opened further cross-border programme work.
Client identities have been anonymised. Industry, size, geography, delivery site, service scope and reported outcomes are presented as they occurred, with identifying detail removed at client request or under confidentiality provisions. Where a figure originates from a client's own internal modelling rather than a jointly measured metric, that is stated in the text and the figure is not presented as a Corpshore claim. Treat these outcomes as directional benchmarks; Corpshore Dominicana produces engagement-specific projections during discovery.
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