Case Study: Animal Protection Denmark boosts team engagement and increases hit rate by 25% with Plecto

How to boost the team atmosphere and the performance in Animal Protection Denmark

Animal Protection Denmark (Dyrenes Beskyttelse), an NGO running an emergency phone and telemarketing department, faced low engagement and a lack of transparency when Yasar Mehmood became Head of Telemarketing in 2017. Agents had no dashboards or visibility into sales KPIs, avoided sharing wins, and the culture lacked motivation and ownership — so Yasar set out to boost engagement, accountability and team atmosphere by introducing Plecto.

Plecto was rolled out in 2018, starting with simple dashboards (integrated with HeroBase) and expanding to gamification, automation and a fuller Plecto Large package with dedicated support. The visible, data-driven approach drove measurable gains: the team grew from 6 agents and 1 manager to 25 employees and 3 managers, hit rate rose from 7.95% to 10% (a 25% improvement), and average contribution increased by 20%, while employee ownership, motivation and cross-team collaboration markedly improved.

Animal Protection Denmark

Yasar Mehmood

Head of Telemarketing