The backend – What counts is on the inside!
yoummday technology is developed entirely in-house, so there are no dependencies on third-party providers, and yoummday has 100% control over the software. You also benefit from the following:
- An exceptionally failsafe solution backed by triple redundancy
- Software that is particularly powerful
- Our transport encryption (TLS)
- Protection from misuse of data through data economy, with each agent provided with authorisation individually
- Freely configurable telephony module and virtual automatic call distribution (vACD)
We are also happy to customise the integration to your software environment without you having to allocate valuable developer capacity. Integration can also take place with standardised interfaces such as Zendesk or Salesforce.
Contact centre configuration
Setting up a functioning contact centre infrastructure does not have to be time-consuming or expensive. Benefit from our fully-fledged telephony solution and sit back and relax while we create a virtual contact centre entirely according to your individual needs and wishes. Whether inbound, outbound, in written form and/or with telephony – we provide all-in-one customer service! Administration and remuneration of the talents is also taken care of in the yoummday software.
- Custom configuration of projects
- Many different project templates (inbound, outbound, lead qualification, order hotline and much more) can be used on a Self Service basis
- Define precise requirements for talents for optimal implementation of your customer service
Marketplace with the yoummday talent pool
Among the 25,000 agents in our talent pool, we are sure to have the right fit for your projects. Agents with a wide range of knowledge on numerous industries and a wide range of experience in the contact centre business are waiting for you. More than 40 languages and dialects can be booked for you on a flexible basis.
Using our advanced contact centre solution, they work from home on a 100% GDPR-compliant basis. They have all the equipment they need and earn significantly more than those working in an equivalent call centre position in their country. How you benefit:
- Speaker verification and georeferencing
- VPN connection (possible on request)
- GDPR-compliant workplace inspection
- Automated personnel diagnostics and HR analytics
- Speech to text
Forecast your expected work volume by setting work shifts for each day. Don’t worry about the precision of your forecast: yoummday’s intelligent workload balancing between agents can also deal with unexpected peaks, even when they occur on short notice. Adjust your workforce needs at any time, because yoummday allows you to gain flexibility in human resources – so you can scale the operation up or down in a snap.
- Acquisition on short notice using push notifications
- Communication with agents directly through the platform
- Motivate agents to work certain shifts or less attractive time slots by offering bonuses
Closely monitor your customer service using our technology. In addition to silent monitoring and quality assurance, we can offer you many other control tools to ensure that your customer service is of the highest quality.
- Define and use quality control sheets
- Evaluate calls
- Analyse sentiment using AI
- Live tracking of all important KPIs, such as project performance, acceptance rate, service level, average handle time (AHT)
- Exportable reports, individually definable as required
- Customise interview guides and contact forms