Case Study: European-Based International Airline achieves scalable 24/7 inbound customer care with yoummday

24/7 Inbound Customer Care Meeting Customer Demand Anytime

A european-based international airline needed a fully flexible and scalable outsourced customer service solution to quickly respond to spikes in call volumes caused by holidays and operational disruptions, while also being able to scale down to minimize costs. They partnered with yoummday to implement a Managed Services product that would also guarantee a high standard of customer experience.

The solution from yoummday leveraged a marketplace of freelance agents and its operational management to provide rapid, secure 24/7 inbound customer care. yoummday delivered a high quality score across key performance indicators and achieved a reduction in average handling times, with the ability to scale up operations within 48 hours.