Case Study: German Energy Supplier achieves flexible, cost-efficient multilingual customer service with Yoummday

Scaling Customer Service in Hours With Maximum Flexibility and Cost Efficiency

A German energy supplier faced significant challenges in managing unpredictable peaks in customer service demand, particularly for handling meter readings at year's end and daily volume fluctuations. They needed a highly flexible solution to scale their workforce up by 100 agents quickly and to provide quality multilingual support during evenings and weekends. To address this, they partnered with yoummday and utilized its Managed Services offering.

yoummday provided a solution by taking over core operational tasks like recruitment and training, enabling the client to scale their agent capacity within hours. By leveraging a marketplace of high-caliber, German-speaking freelancers in different time zones, yoummday ensured quality customer interactions outside standard hours and achieved cost efficiency through a variable pricing model. The results were outstanding, with yoummday reportedly becoming the client's top-performing CX supplier, achieving a 99% quality rating and a high agent satisfaction score, all while going live just days after the contract was signed.