Launching an Outsourced Support Team in Just 72 Hours
How yoummday helped Express Group to align a peak in customer demand with recruiting and managing CX agents.
The Client
Client: Express Group
Industry: Financial Services, SaaS
Number of Agents: 30
Scope of Work: : Inbound/Outbound Customer Support
Channels: Voice, Chat, Tickets
Product: Managed Services
Start date: February 2023
The Challenge
Express Group uses smart automation and AI features to help German customers lodge their tax return in under 5 min. The success of their demand generation activity let to an overwhelming number of requests from both new and existing customers.
As a result, Express Group faced difficulty juggling customer demand with recruiting and managing CX agents.
The Solution
- A team of 5 freelance agents was ramped up to 30 in just three months.
- Only one internal employee from Express Group is needed to manage all aspects of the project, including onboarding, training, and quality assurance.
- Two freelance agents were elevated to Team Lead positions to help drive project efficiency.
Why yoummday
- Precise filtering facilitated a quick search for new freelance support talents based on their experience, skillset, and language proficiency.
- The immediate availability of skilled freelance talents
guaranteed an accelerated recruitment timetable. - All talents had exceptional proficiency in written and
spoken German for improved CX interactions. - Contracting with freelancers ensures that no new
headcount was added to Express Group’s balance sheet. - Productive minute pricing ensured optimal CX expenditure
and ROI.
Results
%
higher conversion rates on outbound calls
%
month-over-month increase in call handling volume
%