CX in Telecommunications
Revolutionizing Telecom
Support with Scalable,
Personalized Solutions.
Enhance customer satisfaction and reduce operational costs with our flexible, 24/7 customer service platform.
The Telco Industry
Business Needs of Telco Clients
BUSINESS NEED
Customer Acquisition and Retention
Business Outcomes
Sales Conversion above Benchmark
OUR SOLUTION
- A highly motivated agent pool that is incentivized for their performance and project outcomes – their success depends on customer outcomes
- “yoummday sales accelerator” training, tailored for inbound, outbound, B2B, B2C and client needs
- AI tools, such as Dial-AI, which uses machine learning to identify optimal outbound calling times, resulting in an avg. 8% increase in conversion rate
- Business insights and analysis to build propensity models and boost sales performance – offering the ability to target customers who are likely to churn so engagement can be targeted
BUSINESS NEED
Cost Efficiency
Business Outcome
Efficiency Gains
OUR SOLUTION
- An AI-powered technology platform, meaning lower operational costs for our clients
- AI tools that support our agents and increase their productivity
- Call deflection technology through our Digital Agent
- Outcome-based pricing, meaning our clients only pay for productive hours worked – the success of the agents depends on customer outcomes
BUSINESS NEED
Flexibility and Scalability
Business Outcomes
Ad-hoc Scalability
OUR SOLUTION
- Ad-hoc, immediate scale-up for demand peaks thanks to our flexible freelance model
- Additional mid-term planned scale-up during the project lifecycle thanks to our agent pool of travel experts
- Call deflection technology to reduce call volume and enable agents to focus on more complex customer inquiries
- AI-based schedule adaptation on the yoummday platform, allowing for seamless updates to the shift plan
BUSINESS NEED
Tailored Technology to Enhance Quality
Business Outcomes
Higher NPS vs. Target
OUR SOLUTION
- A modular and customizable technology platform that fits to our clients’ needs
- AI tools and technology, like SmartReplies and AI-Assist, that enable our agents to resolve customers’ queries with higher quality – all agents have AI support
- Fully digital agent pool with experience in Telco that is pre-vetted with tools like FluuentAI and matched to projects based on skills and interests
- Voice of the Customer technology that enables our agents to quickly and efficiently resolve customer inquiries
BUSINESS NEED
Technically Competent Workforce
Business Outcomes
Agent NPS
OUR SOLUTION
- Global agent pool, meaning we have access to the most qualified agents with a background in telco – not just customer service expertise
- High level of technical competency, supported by our AI tools like AI-Assist and SmartReplies. All agents have digital assistance to help with new products or other rapidly-changing information. They are enabled to focus on problem resolution and proactive communication – the most valued aspects of customer support for telco customers
- An agent pool with an average of 15 years’ experience, including technical experience for complex inquiries, such as router set-ups
- Incentivized for meeting and exceeding KPIs – agents are completely focused on customer outcomes, not just finishing a shift
Results that Speak for Themselves
We work with leading clients from multiple industries
Solving Hiring Challenges in Sales – How yoummday Empowered a Startup to Scale Smart
1
myexit team member is all it takes to manage the entire project
90%
appointment setting conversion rate
2
hours from posting the project to interviewing the first agent
5
agents recruited in a single day
Boosting Sales Performance and Customer Experience with AI Assist
100%
GDPR-compliant, in-house data processing in Germany
20%
higher conversion rate for agents using AI Assist
43%
higher customer NPS within three months of using AI Assist
57%
boost in Agent NPS with AI Assist
Effective management of peak demand – delivering results with 50% budget savings
90
agents, proficient in 17 languages, onboarded in just 5 days
30,000
hotels contacted within the 20-day timeframe
53 %
of the budget used — proving the cost-efficiency of our service
0
fixed costs, 100% pay-per-contact
Scaling Multilingual Sales Teams Globally – Faster, Smarter, More Efficient
110%
of targets reached — outperforming the second supplier’s 47%
60%
cost reduction while delivering excellent value for money
100
agents projected by year-end
Scaling Customer Service in Hours – With Maximum Flexibility and Cost Efficiency
42
days from contract signing to live CX operations
#1
across all KPIs among the client’s CX suppliers
92%
quality rating based on client criteria
66
NPS agent satisfaction score
Agile CX for eCommerce – Scalable, Flexible, Ready When Needed
50%
lower hourly rates compared to traditional providers
30%
of inquiries are processed within 10 minutes
85%
customer satisfaction (CSAT)
83
Talent Net Promoter Score (NPS)
Unlocking Global Growth – Harnessing Expert Sales Strategies For Seamless Expansion
20%
Higher acquisition rates compared to other BPO suppliers
2x
faster workforce ramp-up than traditional BPO suppliers
1
month from project kick-off to full deployment
Unlocking Success – Surpassing Competitors with Outbound Sales Excellence
50%
conversion rate achieved in customers telco business
70%
conversion rate achieved in customers technology business
20%
reduction in customer churn versus other call center providers
Faster Hiring, Lower Costs, and Seamless CX – How AI & Freelance Talent Boosted Inbound Call Operations
20
interviews conducted in just one week
2
weeks from kick-off to project launch with yoummday
1
full-time employee is all it takes to manage the project
42%
cost reduction compared to previous solutions
Launching an Outsourced Support Team in Just 72 Hours
22%
higher conversion rates on outbound calls
20%
month-over-month increase in call handling volume
55%
improvement in cost efficiency over previous in-house operations
72
hours to fully launch an outsourced support team
24/7 Inbound Customer Care – Meeting Customer Demand Anytime
88%
quality score across expertise, soft skills, and service KPIs
40%
Reduction in average handling times (AHT)
100%
scale-up in 48 hours — enabled by agent incentives
89
NPS from talents on the client project
Real Businesses. Real Results.
The most efficient way to turn customer interaction into human loyalty
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