Scaling Customer Service in Hours – With Maximum Flexibility and Cost Efficiency
Find out in our case study how yoummday helps a utility client to efficiently manage peak times and provide multilingual
customer service and technical support outside of regular daytime hours.
The Client
Client: German Energy Supplier
Industry: Utilities
Number of Agents: 250 – 350
Scope of Work: : Inbound and Outbound Customer Care, Inbound Technical Support, Multilingual (German C2)
Channels: Voice, E-Mail, Fax, Chat
Product: Managed Services
Start date: November 2019
The Challenge
01. The company needed to swiftly adapt to fluctuating call volumes, particularly during peak periods such as the year’s start and end, when an additional 100 agents were required to handle the influx of meter readings.
02. Daily variations in volumes were also evident, with Mondays demanding 250 agents while Fridays managing with just 100. Additionally, more agents were required during the morning rush each day compared to the afternoon.
03. The company acknowledged that customer needs extended beyond regular business hours and sought a solution to cover the evening hours and weekends effectively.
The Solution
- 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’s remote training successfully empowered the client’s remote workforce by providing them with the necessary skills, knowledge, and support, resulting in increased productivity, efficiency, and adaptability.
- Using high-quality German-speaking agents from other time zones helped to ensure quality CX interactions outside of standard business hours.
Why yoummday
- The ability to scale agent capacity quickly and easily within hours offers fully-flexible options for adjusting the workforce.
- The freelancer marketplace attracts higher calibre agents than traditional call centres, resulting in enhanced customer service for clients.
- The variable pricing model of yoummday maximises cost efficiency for clients by aligning their spending with call volumes.