24/7 Inbound Customer Care – Meeting Customer Demand Anytime
How yoummday helped an international airline to build a fully flexible and scalable outsourced customer service solution to quickly respond to spikes in call volumes.
The Client
Client: European-Based International Airline
Industry: Airlines
Number of Agents: 50
Scope of Work: Inbound Customer Care,
Multilingual (German C2+, English C2+), 24/7
Channels: Voice
Product: Managed Services
Start date: August 2022
The Challenge
The client needed a fully flexible and scalable outsourced customer service solution to quickly respond to spikes in call volumes due to holiday periods, inclement weather, strikes, and more.
Conversely, the solution needed to be able to scale down quickly to ensure cost minimisation.
The client needed a solution that guaranteed the delivery of a high standard of customer experience to its customers.
The Solution
- Using yoummday’s CX marketplace of freelancer talent, the client had immediate access to a global talent pool of skilled CX workers.
- yoummday’s Managed Service option enabled the client to outsource core tasks such as recruitment, training, coaching, quality management, and workforce management to yoummday’s experienced operations personnel.
- yoummday used IGEL technology to provide a secure end-to-end operating system, allowing freelancers to work securely from their home office while safeguarding client and customer data.
Why yoummday
- The freelancer marketplace model attracts better quality agents compared to traditional call centres, which translates to superior customer service for customers.
- The flexibility of freelancer capacity enables rapid scaling up or down within a few hours, giving clients the agility needed to meet customer demands.
- The pay-for-performance model incentivises freelancers to perform well, leading to better customer service outcomes.
- By sourcing freelancers from multiple geographies, clients enjoy 24/7 service coverage.
- The variable pricing model optimises clients’ spending according to call volume, ensuring cost efficiency.
- The high priority given to data security ensures that client and customer information is kept confidential and data breaches are prevented.