Yello is a multilingual contact center based on the Isle of Man that provides 24/7 customer service support across various industries. It offers a wide range of services including inbound and outbound call handling, sales, customer relationship management, data collection, case management, and more. Yello prides itself on understanding customers and delivering right first time solutions through its highly trained multilingual agents and cutting-edge technology.

2. We are Yello.
 Yello is like no other employer on the
Isle of Man.
 We operate a unique 24/7/365
multilingual Contact Centre, providing
a variety of Customer Services to any
industry or sector.
 Yello prides itself on understanding the
customer, and delivering Right First
Time for clients and their customers.

3. Services- General
Yello offers a multitude of services catering to the client‟s and customer‟s
every need, at every opportunity.
 Multilingual- Operators are based in the Isle of Man yet offer a personalised service
to your customers in a multitude of local languages whilst understanding the local
culture.
 24/7/365- Yello offers a 24/7 Customer Service Experience and can cater to calls
from any time zone.
 Inbound- Yello can cater to any inbound CS requirements, with skilled and trained
operators to deal with the customers professionally and respectfully.
 Outbound- Our Outbound team are extremely driven and focused on achieving your
goals, whilst being respectful and understanding of the customer’s needs.
 General Enquiries- There is no enquiry that our expert teams can not deal with
accordingly.

4. Services - Sales
Yello understands the importance of revenue generated through excellent
Customer Service. The customer will always be left happy with the right solution
for them and this in turn helps customer retention. We believe in Right First Time.
 Lead Generation- We can contact lead databases with the aim of creating interest to
arrange follow ups calls with your Sales Managers- in effect, taking the ‘pain’ out of ‘cold-
calling’ and resulting in a list of hot leads.
 New Sales- Yello Operators have excellent experience in creating and dealing with new
Sales whether inbound or outbound and ensure the best possible service to a new and
valuable customer.
 Up-selling and Cross- selling- Our operators are highly skilled at realising new sales
opportunities whether that involves up-grading onto new packages or selling across a
variety of products and services within our clients portfolio. The operator will always cater to
a customer’s requirements and offer the best possible solution to keep the customer happy
long term.
 Registration and Order Processing- Our team can conduct any type of registration
whether it’s conferences and seminars or merely helping a customer register online
or create an account.

5. Services- Customer Relationship
Management
CRM is key to a client‟s Customer Retention, cementing long term revenue
and allowing for a growing database.
 Customer On-Boarding- The first 90 days of a Customers ‘life’ with a company is
essential to prevent defection- possibly to a competitor. Customer fulfillment is key
and any expectations the customer has of a brand need to be realised and
exceeded. Our team will have all the answers to your customers questions.
 Customer Retention- Customer Retention long term is essential to any company as
well as being key to growing a large and valuable database. Our operators will
ensure that all existing customers are treated with the same care as new customers
and will be working in conjunction with your objectives.
 Customer Reactivation- In this competitive environment, customers can easily stray
to another competitor, or perhaps the products bought are not seasonal// or are
infrequent purchases. Our team will carry out any reactivation campaign created by
you and help bring an inactive customer back where they belong!

6. Services- Data Collection
Customer data is incredibly valuable as it creates an accurate customer profile,
including their „buying‟ habits and also their perception of your brand and can
create opportunities for brand/ product extension.
 Market research- MR enables a company to know if it is fulfilling a customer’s needs via
it’s existing products and is imperative for a company to know what type of products or
services would be profitable to introduce in the market. Our highly skilled team understand
the obstacles in gathering quality market research and are able to collate the best possible
information.
 Data Validation/ Mining- Data can quickly become obsolete with new methods of
communication- email addresses, phone numbers, mobiles, addresses. With our data
cleansing service, you can ensure your customer data stays as up to date as possible.
 Customer Satisfaction Surveys- Our team can help you view your entire business from
the customer's viewpoint taking into account every aspect of the marketing mix from the
product to price, distribution channels and marketing communications.

7. Services- Specific Cases
Regardless of industry, most companies will receive complaints, special cases and
have VIP‟s. It is essential these customers at either end of the spectrum (from very
happy to unhappy) are looked after and treated appropriately.
 VIP Management- VIP customers need to be rewarded for their loyalty and high spending
power with the client. Their customers are high worth customers and our skilled team has
the expertise to ensure your VIP’s continue to bring revenue and loyalty to you.
 Case Management- Our operators will treat any case with compassion and caring and
ensure that a mutually beneficial solution is achieved.
 Complaint Handling- Customers with complaints are frustrated by long queue times and
operators with English as second languages who often pass calls back and forth before the
complaint is resolved. Our multitude of local operators will help placate the customer and
deal with any complaints professionally and efficiently.

8. Services- „General Housekeeping‟
Often the more „tedious‟ of customer service tasks are equally as important to the
running of a business and the creation of new customers.
 Virtual Office- Can help trim overheads whilst ensuring high levels of professionalism. All staff
receive extensive training for handling your calls, meaning that your customers receive a
seamless service and are unaware they are talking to a 3rd party.
 Appointment Setting- Our team can arrange appointments and manage diaries effectively
allowing you to ensure your customers needs are catered to
 Literature & Brochure requests- Often customers prefer information before they make any
decisions. Our team will ensure that they receive a professional service that will get the required
information to them immediately as it may result in a new customer or an ‘Up-sell’
 Overspill Call Handling- Long queue times are one of the biggest complaints of the general
public when it comes to Customer Service. Yello will handle all overspill calls to ensure there is no
frustrating wait for valuable customers. This is also an excellent service for seasonal
clients/ products (Key Sporting events within betting).

9. Why Yello?
“We combine an understanding of our Client‟s needs with cutting edge technology and
exceptional Customer Service levels to showcase our commitment to getting it Right First Time
for our Clients and their Customers.”
Client Focused- Yello see every client relationship as a joint partnership and know that by providing
exceptional Customer Services that meet, and match, client requirements, Yello can deliver an outstanding
customer experience which delivers Right First Time.
Unparalleled Breadth of Services- Yello never look to use a generic, off the shelf, solution to meet the
individual requirements of clients. Our Customer Service solutions can be tailored to cater to the client’s needs.
There is nothing that Yello can’t offer.
Technology- We have the best IVR solution that lets you bring voice and SMS applications to market faster,
with less risk, and at a lower total cost of ownership. Our IVR solution comes with advanced features that
separate it from the competition, such as: Automatic Speech Recognition (ASR), Text-to-Speech (TTS),
Answering Machine Detection, Outbound Dialing, SMS solutions, and APIs. We allow customers to focus on
application innovation and let us take care of all the rest!
Value For Money- Utilising VoIP, live chat and hot-desking, Yello are constantly innovating to ensure the service
is efficient, and cost effective for the client.
Exceptional Staff- Yello ensures all staff are highly trained and therefore skilled in handling any customer
service call. With regular training and Personal Development Plans, Yello can ensure your customers
are speaking to the very best in Customer Service.

10. Next Steps
 Yello can provide bespoke packages dependent on the type of customer
services required, number of seats and also hours needed.
 Yello will create a tailor made and cost effective Customer Services
solution that fits and caters to the client‟s needs and objectives.
 Yello will also provide in-depth reporting that covers a variety of KPI‟s
including Occupancy, Effectiveness, Volume, Sales from Volume, Calls
Made, Calls Handled, Abandonment Rate and QC levels. This can be on
an individual, team, brand, centre or global basis.
 Let us know your requirements and we will create a package for you.