Quantanite

The Client

Our client has developed a street-level imagery platform which offers a variety of capturing modes such as walking, driving, cycling or panorama.

The Brief

Our client’s business relies on huge quantities of data. Quantanite needed a scalable workforce to label and annotate that data. They wanted a team of analysts who had not only meticulous attention to detail, but also a clear understanding of how their work contributed to the end product.

"This work is very hard. It’s energy-consuming and tedious and on top of that, we have very complicated specifications. You can’t just write instructions and expect people to just get on with it.”

The Process

With this kind of assignment, we carefully assess not only the specific skillsets of individuals, but also their innate characteristics. They must have the required accuracy, along with an ability to think outside the box where necessary. As well as identifying the right people for the task, we provide ongoing training to make sure that everyone is up-to-date and on the same page.

"We really needed Quantanite to understand the process not just annotate heedlessly – and to let us know whenever they came across problems.”

"What sets Quantanite apart from other providers is that they’re focused on the goal. They don’t just annotate, Quantanite is completely focused on the end product."

Bespoke training academies have been set up, both face-to-face and online, allowing us to scale up at pace whenever necessary with a team who fully understands both the brief and the end result.

The Result

Over the last 4 years, we’ve worked with our client on hundreds of thousands of datasets. It’s about collaboration and cooperation, rather than a BPO vendor engagement. We’re an extension of the brand and part of their team.

"We collaborate all the time. Quantanite are very open to giving us feedback on how they see things. My job is to make it happen, but it’s no longer just our company that has to take care of this.”

Whenever their requirements have shifted up or down, we’ve given our client the flexibility to scale the teams up or down in line with demand. When it comes to communication, the door is always open. Through this two-way exchange of knowledge and ideas, our clients have built a solid rapport with the team in Dhaka.

"All the services Quantanite offer have been adapted to our needs and to the projects we work on. They focus on what  we actually need, not just on the services they provide.”

The Client

Our client uses AI-enhanced software to match a talent pool to the organizations who need resources.

The Brief

Their customer success team wanted to focus on the high value work of customer roll-outs. Instead, as each new customer was rolled out, they had to curate new keyword terms.

"Our customer success team was spending a lot of time doing this work, and we wanted them to focus on dealing with customer roll-outs, because that’s a high-value job.”

There was a huge backlog of terms, and they needed a workforce to take on the considerable task of annotating and labelling this data. They needed high quality, accuracy, and sufficient speed for delivery within a specific timeframe.

"The challenge was that while we automate a lot of things, we still need humans to look at the data coming in. It’s a creative, contextual process. We needed a team who understood the context of the task –and for security, it was also important that they tailored and aligned their processes to ours.”

The Process

With an assignment such as this, with a short turnaround time, we will go above and beyond to get teams up and running as fast as possible.

"Onboarding was quick and painless. There were no problems at all. We had one session where we recorded the process for about a dozen terms. After that, we had discussions online regarding individual scenarios.”

"It was a huge achievement that Quantanite managed to get through the entire backlog so quickly. This was a new thing for us – we no longer had a backlog.”

The trained team began by putting in as much overtime as possible. After that, we ramped up the workforce by training additional team members to add capacity. By working and training in this way, we successfully cleared the backlog.

The Result

Our clients have achieved exactly what they were hoping for. Their teams are now free to focus their energies on customer roll-outs. With this assignment, we aligned with our client’s own audit processes in order to protect data security. As an outsource partner, we are always happy to tailor our processes to those of the organization with whom we work.

"They aligned their processes to ours - completely switched over and accommodated us, which is a really good thing. Both the quantity and quality of the data has gone up. It’s meant that we can spend more time doing higher value tasks.”

The Client

Our client is an online men’s clothes retailer. They combine online sales with personalized style advice and suggestions based on your previous purchases, and the kind of clothes that you like and dislike.

The Brief

As the company began to expand, they made a step change in the way they offered their services. Our clients wanted to take personalization to the next level – and in order to do this, they needed a workforce to tag and categorize every item of clothing on the website.

"We had a huge influx of work, and it needed to be done very quickly. We looked into hiring UK freelancers, but my concern was that this type of work doesn’t interest them. I was worried about quality.”

They needed a team of people with speed and accuracy, plus an understanding of the fashion, clothing, and style market.

The Process

For our graduates in Bangladesh, this project is exciting. They work together as a team and feel responsible for pushing forward this disruptive eCommerce website. We built a dedicated team based on their knowledge of the fashion industry, their attention to detail, and their ability to think creatively.

"The work is rules-based, but not everything fits into a rule. It requires flexible thinking. What I’ve loved about working with the Quantanite’s team over the years is their willingness to be flexible, and how they’ve really got to grips with that way of thinking.”  

Our team members work and behave as part of our client’s company. Accuracy is vital. They’re aware that what they do has a direct correlation with the customer experience and, in turn, our client’s brand reputation.

"Quantanite is very attentive. They want to do well and are constantly pushing themselves. They’re really in tune with the way we want them to approach the work, and that’s really impressive to see."

The Result

The company is continuing to grow and last year experienced a major influx in demand. Our client came over to Bangladesh in order to meet the team and to train additional team members.

"I’d worked with the Quantanite team, and knew their names – but meeting them and seeing them work, what struck me most was how dedicated they were. This dedication had translated into the quality of their work, but the visit helped solidify the relationship. There was an even greater level of understanding between us.”

The Client

Just Park has developed an app which provides access to parking spaces. So far, they have helped over 4.5 million drivers park across over 45,000 locations in the UK.

The Brief

Quantanite’s team in Bangladesh had already been carrying out back-office services for Just Park – peer to peer parking space approvals. Last summer, however, they found themselves facing a front office dilemma.

Gabor Gyenes, the company’s Head of Customer Support explains:

"Our business is seasonal, and summer is our busiest period. Last summer, we had a really large amount of incoming tickets which we were trying to battle through. We’d already been working with Quantanite in Bangladesh, and then we heard they were able to help with customer-facing queries. It seemed like the obvious solution.”

As with all our customer-facing services, it was crucial that our agents in South Africa worked as a natural extension of our client’s company.

"We didn’t just want a contractor. The culture fit was the most important thing for us. We have a tone of voice that we use within customer support. We wanted to make sure the customer experience stayed the same, even though it’s a different team answering the queries.”

The Process

Just Park’s busiest period was just around the corner, so speed was important. Quantanite’s customer care team were in constant contact during the initial set-up, making sure that everything ran smoothly.

"The set-up was a really good experience. From early conversations to full training took just a few weeks, which was really promising.”

"Even at the initial interview stage what really impressed us was the level of professionalism and the attitude towards customer service in general. The team is really customer-focused, which is fantastic to see.”

To make sure the South African team were the right fit for the company, our clients had the opportunity to interview each of the shortlisted candidates.

Just Park had recently developed a formalised training program for customer service agents, and our team took part in this to make sure everyone was on the same page in terms of knowledge.

The Result

The team began working during the height of the pandemic, when many customer service centres were struggling to cope.

"Many contact centres during COVID were saying their phone lines were completely shut, but we kept our support just the same as it was before COVID. We definitely made the right call. Soon after lockdown eased, we saw a significant increase in parking to the point where we saw record parking days.”

"The sheer volume shows how much of a help they were. The level of care stands out. They are immersed within our teams and our culture, always asking questions about how they can go above and beyond for our customers.”

The Client

Our client is an on-demand food delivery company, part of a global brand that serves thousands of restaurants across North America.

The Brief

They were already working with a BPO provider, but were looking for an additional partner to carry out menu transcription, menu programming, and menu maintenance.

They needed analysts who could work quickly and accurately, with the ability to adapt to fast-changing priorities.

"We have another third-party agency who we really like – but the truth of the matter is that they’re a lot more expensive. Same output for less money and Quantanite are less than half the cost of our other BPO.”

"Speed and accuracy are huge, but it’s also being able to roll with the punches. Our parameters change almost daily, so being nimble is also a big thing.”

The Process

First, we established the scope of the assignment and the expectations of our client. Then we began hiring and training individuals who would do the best possible job – those with intellectual agility, experience in on-demand and importantly, the attention to detail required for accurate results.

After that, it was all about the training. Our programs are extensive but fast. We go the extra mile to make sure teams are up and running as soon as possible.

"Usually from our third parties, we’d expect at least 2 weeks before they can bring on new FTEs. Quantanite got us the initial team in just 2 or 3 days.”

"At first, everything went according to plan. Then the world changed.

Our business is not easy for just anyone to pick up, but the teams were doing really well. They were just getting into their groove and then the pandemic hit.”

For our client, the COVID-19 pandemic meant a massive spike in demand. Suddenly, their restaurant partners were entirely reliant on them to keep the doors open.

“The pandemic had a huge impact on our business. Quantanite were really smart because they’d foreseen the need for more staff. They we able to provide us with an extra 15 FTEs almost immediately, and then they got us another 50 with barely any notice.”

The Result

Our client has managed to scale cost-effectively and at speed to meet the considerable challenges caused by the pandemic. In turn, they’ve rescued their restaurant partners who, without food delivery, were at risk of going out of business.

"The speed at which they were able to help us out was extremely impressive. They’re very nimble in how they adapt to things, they have an eagerness, and they’re receptive to anything.”

"They’re always right there, answering you as soon as you message them. If we have an urgent need, they’ll prioritize it. They’re just a great company to deal with.”

The Client

Our client runs a geosocial networking app geared towards lesbian, bisexual, and straight women. It was launched in 2013 and is now available in more than 55 countries.

The Brief

As their networking app became increasingly popular, our clients needed to find ways to keep up with the demand for customer support.

"We’d been managing customer support internally, but the volumes were increasing as the company was growing. We wanted to change the way we ran customer support. It had to be scalable, and also be a good experience for our customers.”

Alongside customer support, our clients needed someone to moderate user profiles, and also content moderation within the app.

"Quantanite were at the right price range for us, and the account manager was super friendly and personable – always available when we had any questions. Some of the other outsourcing companies felt like large corporate entities but this felt like a set of individuals who we could get to know.”

Our client’s main objective was to gain insight into user experience. If there were any product issues or challenges with the app’s functionality, providing timely feedback was crucial for improving customer experience.

The Process

Our clients created an onboarding program and trained the team. A team leader then took responsibility for training any additional staff on the specific systems and processes involved in the app.

"Quantanite got up to speed and built a team really quickly. They were really good at training, so we didn’t have the responsibility of doing it. And it was really great having a relationship with the team leader. We could speak to one person and they would relay information to the rest of the team.”

"At first, we thought it was important to have a team of LGBTQ people, but in the end it wasn’t. It turned out that having smart people who could process information well and make good decisions was more important. They were working in the same space, and really cared about our industry.”

Initially, we built a team of customer service agents from within the LGBTQ community – people who already understood the issues and were up to speed with what was happening within the community.

The Result

As a result of our front office services, our clients gained new insight into their customers’ experience of using the app and made improvements based on our agents’ swift feedback.

The team joined our clients’ Slack channel, shared links about LGBTQ rights, contributed to the conversation, and became part of the company and its culture.

"I felt that it was an extension of our team – very dedicated and very custom. Everyone was invested in making the system work. It was great value and a very personal experience.”

The Client

Our clients have developed an analytics platform that helps people make investment decisions. Using AI, the platform filters millions of corporate, commercial, and alternative news sources every day.

The Brief

As a fintech company, our clients work in an extremely data-heavy space. They were struggling to aggregate data quickly enough, whilst still managing their day to day workloads.

"We needed outsourced help to deal with all the background data – to clean it up and make it presentable so that we could draw insights and analytics from that data.”

They needed analysts with finance and accountancy expertise to pull in all the relevant information, check and collate it.

"Accuracy is really important. Because we’re providing a data service, all those data points have to be checked so they’re consistently accurate.”

The Process

Many of our clients require niche skillsets. In this instance, we specifically looked for finance and accountancy graduates in order to build a dedicated team. We trained them extensively, then monitored the work and set up an open feedback loop to deal with any issues.

"We had a quality problem with one of the services and asked the Quantanite team to do something new. They sorted it out internally and fixed the problem. It’s great to have that sort of feedback loop at their end.”

As our client’s company has expanded, the teams have been scaled up to include team leaders and project managers.

"Having someone managing the logistics in the background smooths the whole process for us. It’s very reliable – not just in the work Quantanite are doing, but also having people there constantly. Because we’re providing a data service, all those data points have to be checked so they’re consistently accurate.”

The Result

Over time, we have become a natural extension of our client’s company – without the headache of employing staff, managing and training.

"The data Quantanite is helping us aggregate is contributing to our success as a company. We’ve been working with them for 2 years now and they’ve been both reliable and excellent. We couldn’t provide this service as quickly or efficiently without them being in the mix. In fact, without them, we wouldn’t have the capacity to provide this service.”

The Client

Our client is the world’s largest provider of live-streaming HD coastal cams. They specialize in surf reports and forecasting.

The Brief

When the company came to Quantanite, they were in the R&D phase of an app which provides accurate surf reports. They had some annotated data, but in order to develop a prototype, they needed a lot more. At this point, data was being annotated in-house – often by highly skilled specialists whose value lay in innovation, not data labelling.

"I have a doctorate in physics. I should have been figuring out artificial neural networks and yet there I was, labelling data.”

The Process

Because our clients are in the R&D phase, they need to iterate via labelling. For this client, we built a dedicated team of creative thinkers, people who can use their initiative and contribute meaningfully to the end result while producing accurate results at speed.

"Quantanite do a really good job of extrapolating from examples, then taking their own initiative. I’m really satisfied with how fast they pick up on the minutiae of the dataset, and the speed at which they return the annotated frames. Also, how willing they are to make modifications to the labels they deliver. That’s really important.”

We’re always happy to share our knowledge and ideas. This case is a good example of how our collaborative approach works in practice.

"If the machine model is doing something wrong, you can trace it back to the data. I go back to the team in Bangladesh, they suggest solutions and we talk it over. It’s a group effort.”

The Result

With this client, their biggest pain point was the value of their time. They were dealing with large volumes of data instead of high-value research and development. This problem has been solved.

"The most important part of this process is generating smartly labelled data. Because I can offset that to the Quantanite team in Bangladesh, I can focus on the more complicated parts of the job.”

For our clients, the collaboration and knowledge-sharing between themselves and our teams is a considerable bonus.

"We’re getting really high-quality work at a great price, and we’ve developed a professional relationship with the team in Bangladesh, which I’m really happy about. I don’t know if that’s the case with other outsourcing companies. I think it’s not. Zaid, the team leader makes suggestions and 90% of the time, his suggestions are what we end up using. He has a lot of experience and oftentimes, knows more than we do.”