INBOUND CUSTOMER CARE
Client: European-Based International Airline
Number of Agents: 40
Scope of Work: Inbound Customer Care,
Multilingual (German C2+, English C2+)
Product: Managed Service
Start Date: August 2022
The client needed a fully flexible and
scalable outsourced customer service
solution to quickly respond to spikes
in call volumes due to holiday periods,
inclement weather, strikes, and more.
Conversely, the solution needed to be
able to scale down quickly to ensure
The client needed a solution that
guaranteed the delivery of a high
standard of customer experience to its
Protocall‘s CX solutions, offered immediate
Customer Service by preparing and setting off
the project within 1 Week. With talented
Protocallers being moved and/or hired and
Protocall’s Managed Service option enabled
the client to outsource core tasks such as
recruitment, training, coaching, quality
management, and workforce management to
yoummday’s experienced operations personnel.
The satisfaction rating of
freelancers working on the
Fulfilling the needs of our
Client within 15 days of
starting the project.
This remarkable quality score
is a client metric that combines
KPIs such as support structure,
knowledge expertise, soft
skills, and responsibility
Reduction in average
handle times (AHT).
• The flexibility of our Company capacities enables rapid scaling up
or down within a few hours, giving clients the agility needed to
meet customer demands.
• The pay-for-performance model incentivizes Companies to
collaborate with us, leading to very low prices compared to our
• By using our new AI-based systems, we offer a much higher
efficiency percentage compared to our competitors.
• The variable pricing model optimizes clients’ spending
according only to hours worked, ensuring cost efficiency.
• The high priority given to data security ensures that
client and customer information is kept confidential
and data breaches
• ISO 9001 & ISO 27001 TÜV Austria Certified Company.
43% 100% In 15 Days