Home Hire temp staff KiM x Zenjob PRO

KiM: How Working Students Secure an 80% Service Level in Customer Service

KiM ensures that its inbound customer service team is available by telephone with the help of Zenjob PRO . Several working students support the permanent teams from their home offices in the event of unexpected staff absences and during seasonal peaks.

    • SLA Guarantee: Reliable compliance with the required 80% call acceptance rate in customer service
    • Fast Learning Curve: After 3 days of digital onboarding, Zenjobbers can carry out supervised operations in a live environment
    • High Service Quality: Independent processing of an average of 7-10 customer calls per hour at the quality level of permanent employees
Trusted by
Three KiM customer support staff members are standing in front of a whiteboard
Germany Icon

1 location

Oberndorf, BW
icon person time briefcase Short-term staff booking

12 bookings

since July 2022

100% Fulfillment

with 2–6 working students

Summary

Challenge:

KiM works with 10 publishers at the same time and was looking for reliable extra staff to cover the summer period and periods of staff absence due to illness. The time-consuming recruitment process was expensive and not sustainable.

Solution:

Using Zenjob PRO, KiM consistently integrates 2–6 qualified working students into the team for a period of two months.

Results:

  1. The remote setup for working students expands the talent pool across Germany.
  2. Zenjob provides the right support within a few days.
  3. KiM addresses staff shortages, takes the pressure off the core team and ensures a stable 80 % availability rate.

Strategic Interception of Sickness Waves and Fluctuating Demand

Customer service for publishing groups is characterised by strongly fluctuating call volumes. When unpredictable events like a massive wave of sickness are added to these volatile phases, classic personnel models reach their limits. KiM initially used Zenjob PRO to operationally bridge exactly such a critical phase. After lengthy recruitment processes and unsuccessful local job postings, the company now relies on the immediate scalability of Zenjob PRO. By employing several work students, teams are not overwhelmed during periods of high workload, and service quality remains constant.

Four customer support team members of KiM sitting and standing in a meeting room

Peak Coverage with Working Students During Main Holiday Season

Especially during the main holiday season in summer, there is a regular increased need for personnel support in customer service. To enable the well-deserved holiday of the permanent staff without endangering accessibility for the publishers, KiM specifically uses several working students in parallel. In peak times, the company flexibly steers hourly capacities upwards. Through the simultaneous deployment of several Zenjobbers, the load in the inbound area is effectively distributed. This ensures the internal working climate and guarantees that no call is lost, even in midsummer.

When we post a remote job opportunity via Zenjob PRO Germany-wide, it’s almost a self-runner. We sometimes receive more than 100 applications for the positions. With this enormous selection, we can rely 95% of the time that the assignments run smoothly and we get exactly the support we need.
– Oliver Klein, Teamleitung Inbound bei KiM

Oliver Klein, Head of Inbound at KiM, is sitting on a sofa

Zenjobbers Solve Complex Tasks in the SAP System Flawlessly and Independently

The tasks of the Zenjobbers at KiM go far beyond simple phone calls. After a three-day digital onboarding by KiM, the working students take on demanding activities. They accept inbound calls, process subscription interruptions for the holiday period, and record complaints directly in the SAP system. The working students operate completely independently in the background. They process complex information rapidly, implement system processes without error, and work to a quality level absolutely equivalent to that of the permanent teams.

The quality of the working students is outstanding and in no way inferior to our permanent team. The Zenjobbers work completely independently, handle an average of ten calls per hour, and maintain the data precisely in SAP. We don’t hear a single negative piece of feedback from the customer side. During critical phases with high sickness rates, they have operationally supported us.
– Oliver Klein, Teamleitung Inbound bei KiM

Team meeting with Oliver Klein at KiM, sitting in front of a laptop as part of the Customer Support Team

Zenjob’s Germany-wide Pool for Remote Personnel as a Success Factor

By switching to a hybrid working model and pure remote working for the student employees, KiM utilises the benefits of Zenjob PRO’s Germany-wide network. This large talent pool makes it possible to select qualified workers. The Zenjobbers deployed show an extremely low sickness rate, are highly motivated, and consistently deliver strong frequencies in the upper middle range.

The cooperation with Zenjob PRO is very pleasant and efficient. You write an email and always receive direct feedback. We often get suitable profiles suggested to us the very same evening, which makes it easy for us to find very good people. The working students are on board within a few days.
– Oliver Klein, Teamleitung Inbound bei KiM

Oliver Klein, Head of the Inbound Team at KiM, and Bernhard Fritzenschaft, Head of the Inbound Team and authorised signatory at KiM, are sitting on a green sofa

Support for your customer service centre

Are you facing seasonal peaks or staff shortages in your call centre? We can provide qualified working students for inbound and outbound roles, working 16–40 hours a week. This ensures your service levels remain stable even during periods of high call volumes and provides long-term relief for your teams.

  • Positions filled within 10 days

    Positions are filled within 5–10 working days, avoiding lengthy advertising and selection processes

  • Cost-effective recruitment

    Transparent pricing instead of expensive advertising and uncontrollable scatter losses

  • Suitable support

    AI-supported matching combined with personal pre-selection for fast recruitment

A customer support agent is sitting at her laptop wearing a headset

Get in touch!

[email protected] +49 30 229 574 95 (Mo-Fr: 9am-6pm)

How to find working students for your call centre

Send us your enquiry. We’ll get back to you within 30 minutes.

Jump on a first call

Interview pre-selected candidates

Position filled

Madlaine Henke
Your personal contact

For Companies only.

Students Click here to register, browse our jobs, or get help via our student help center.

By submitting the form, you confirm that you agree to the storage and processing of your personal data by Zenjob SE. Information about your right of withdrawal can be found in our privacy policy and terms and conditions.

Hire customer service staff across Germany

Expand your team by hiring working students in over 40 cities and regions. Our talent pool is ready to assist you wherever you are in Germany, whether you need on-site or remote support. Zenjob provides smart call centre staff planning.

Request now

Further links

Booking Platform 

How Zenjob works for companies

Hire temp staff