CASE STUDY

Faster Hiring, Lower Costs, and Seamless CX — How AI & Freelance Talent Boosted Inbound Call Operations

Find out in our case study how a BPO customer turns to yoummday when they need additional agents.

The Client

Industry: Outsourced Business Services

Number of Talents Required: 25

Scope of work: Inbound Call Support

Channels: Telephony

Product: yoummday go

Start date: October 2023

yoummday’s client offers an outsourced secretarial service that handles inbound calls for multiple companies.

They need to strike an equilibrium between incoming call volumes and the number of service agents required to handle them.

Traditional recruitment channels take up to three months to find candidates.

Any solution also needs to cover short-notice absences efficiently.

With “AI Assist”, we swiftly developed an effective in-house AI solution that addressed a critical business challenge for our client. By implementing AI technology, real-time analysis of conversations is enabled, guiding agents through calls by highlighting covered topics and identifying any areas still needing attention.
Collaborating with the client, we crafted a flexible conversation guideline that can be easily adapted to individual client requirements.

By engaging a freelancer CX model the client gains the flexibility to scale its workforce up or down according to fluctuating demand administrative burdens associated with full-time employees.
yoummday’s searchable talent database enables the client to handpick professionals with specific expertise, language proficiency, and cultural understanding tailored to meet the unique needs of each company they represent.
Hiring yoummday talents incurs no recruitment costs, and they are readily available for immediate deployment.
Working with freelancers in Argentina, Spain, and Turkey provides significant efficiency gains, particularly in terms of cost-effectiveness compared to hiring full-time employees in Germany.
Access to a talent pool from diverse geographic locations enables efficient coverage of less popular shifts, ensuring uninterrupted support and service delivery across different time zones.
yoummday provides comprehensive support throughout the deployment of projects, offering peace of mind and ensuring seamless execution from start to finish.