Unlocking Success – Surpassing Competitors with Outbound Sales Excellence
Find out in this case study how yoummday helps a well-known telecommunications company with up- and cross-selling.
The Client
Industry: Telecommunications
Number of Talents: 50
Scope of Work: Outbound Sales,
Sales-in-Service
Channels: Voice
Product: Managed Services
Start date: April 2022
The Challenge
yoummday’s client needed to implement effective up and cross-selling between its two entities: one specialising in mobile telecom and another focusing on TV and internet services.
The challenge lay in seamlessly promoting mobile contracts to television customers and vice versa, maximising revenue potential. Collaborating with six different CX suppliers proved insufficient to meet the required quality and revenue goals. Conversion rates were lacklustre, and customer satisfaction metrics (CSAT and NPS) fell below expectations. Consequently, the company sought a new supplier to address these deficiencies and revitalise its up-and-cross-selling initiatives.
The Solution
- yoummday’s Managed Service option enabled the client to outsource core tasks such as recruitment, training, coaching, workforce management, and quality assurance using its technology platform and experienced in-house operations personnel.
- A “Personal Recall” feature was purpose-built directly into yoummday’s dialer system to guarantee a seamless “one face per customer” experience, especially for cases demanding multiple touchpoints. Talents are compensated for managing a customer’s case from start to finish, ensuring it is closed and resolved satisfactorily.
- The implementation of strategic projects was facilitated by collecting data from customer interactions, enabling yoummday to recommend refinement strategies to drive greater efficiency and effectiveness in their sales efforts.
Why yoummday
- Variable, Performance-Based Pricing: Depending on the project, talents are incentivised with commission-based pay, ranging from €5 to €80 per conversion or per minute payment plus commission for more complex activities.
- Revenue-Driven Workforce: yoummday talents are revenue-driven, highly motivated and reliable.
- Flexibility for Testing: The client could start with a small-scale project to assess quality compared to incumbent suppliers. They began with seven talents and swiftly scaled up to 100.
- Global Talent Pool: yoummday enables multilingual support in 30+ languages, catering to customer preferences, a capability not readily available with local providers.
- Recruitment Capability: yoummday’s recruitment channels attract experienced Dutch-speaking salespeople and account managers, adding ten new talents per month to the client’s talent pool.