This document summarizes a case study of Protocall providing inbound customer care services for a European airline. The airline needed a flexible solution to handle variable call volumes during peak and off-peak periods while ensuring high customer experience. Protocall delivered an immediate solution within one week by recruiting and training agents. Their managed service option outsourced tasks like recruitment and training to Protocall's experienced operations team. Key results included fulfilling the client's needs within 15 days, 89% agent satisfaction ratings, a 43% reduction in average handle times, and an NPS score of 88.

1. PROTOCALL
CASE
STUDY
02.
INBOUND CUSTOMER CARE
Challenge
01.
Industry: Airlines
Client: European-Based International Airline
Number of Agents: 40
Scope of Work: Inbound Customer Care,
Multilingual (German C2+, English C2+)
Channels: Voice
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
cost minimization.
The client needed a solution that
guaranteed the delivery of a high
standard of customer experience to its
customers.
Solution
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
trained immediately.
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
client’s project.
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
diligence.
Reduction in average
handle times (AHT).
Results
Why PROTOCALL
• 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
competitors.
• 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
are prevented.
• ISO 9001 & ISO 27001 TÜV Austria Certified Company.
03.
43% 100% In 15 Days
89%
NPS
88