The end-to-end solution for your customer communication
How yoummday works
There are two core elements in the yoummday platform: the yoummday talent pool and our yoummday technology. You can use this unique combination to efficiently plan and implement all of your customer communications.
More than 8,500 talents from all over the world are registered on the yoummday platform. They are independent CX agents who work remotely to ensure your project’s success.
With yoummday’s technology, you can use the combination of our talent pool and our contact centre software. Not only can you find the right talents in the yoummday pool, on our platform you can also deploy and manage them in your projects straight away thanks to our comprehensive CC tools.
How you benefit from the yoummday platform
Scalability and flexibility
Since yoummday isn’t bound to physical locations, it’s always flexible and scalable. With our huge international talent pool, you can plan and implement short-term projects or set up and build out open-ended global customer service and sales projects. Our talents are available at short notice.
With our innovative project-talent matching, you can outsource even the most demanding tasks to the yoummday platform. Thanks to better pay, our talents are much more motivated than in a contact centre. And through our system you can recruit exactly the talents you need.
yoummday uses a productivity-based billing scheme. You only pay for the time actually worked, which of course can vary. And on our platform you don’t incur the fixed costs associated with physical facilities.
Security and reliability
At yoummday, our business model is completely focused on remote work. Our organisation, our processes, and our proprietary technology take a distributed approach to project management. We’re GDPR-compliant from anywhere in the world – and we have been since 2016.
How you can use yoummday
yoummday provides two ways to manage your communication projects: self-service and managed service. The choice depends on the number of talents involved.
You can choose self service for any number of talents, but it’s intended primarily for clients who need less than 15 talents.
Accordingly, we recommend our managed service for clients who on average need 15 or more talents.
You operate the yoummday platform with all of its features on your own. This includes setting up your projects in the system, posting jobs and recruiting talents, and operational project management.
The process of engaging talents is automated through the platform and documented by means of service contracts. All internal management tools and our client support are available to you at all times.
We take care of all project management for you and provide you with a dedicated contact person and all of the resources you need to make your communication projects a success.
In this case, you conclude a service contract with yoummday GmbH, which in turn engages the talents who will be deployed in your projects as freelancers.
Access to talents who are available at short notice enables a very lean and fast recruiting process. So smaller projects can be launched in a matter of days.
Yes. With our “In-house agents” (Inhouse Agenten) functionality, you can include your own employees in your teams. They will not be visible to other yoummday clients.
Our self-service product is at your disposal for projects with less than 15 FTE. All you need to do is register for access, create your project, and post it in our marketplace for our talents. You manage the project yourself using our comprehensive software solution including workforce management, monitoring and quality management.
For 15 or more FTE, we also offer you our fully managed service in which we handle all project and team management activities for you. With this product, you work with our operations team within the framework of a service provider contract with a corresponding SLA; the team handles all aspects of the project’s management.
Yes! Our Workforce Management model is based on attractive incentives, competition and performance, not on compulsion and precarious employment. For one thing, our talents can earn much more than at a physical contact centre, and for another we refer them to projects that are a good fit to their skills profiles. In return we expect performance and customer focus. With our managed service, we make use of our years of experience in remote team management, which enables us to assemble teams that are capable, committed and reliable.
With yoummday, you only pay for time actually worked by the talents. You don’t pay for unproductive time, such as time the talents spend on hold, on breaks, or while processing tickets, chats or e-mails. And since there are no other costs for project management and no minimum volume is usually required, your costs with yoummday are completely variable.
You only pay for the time productively spent by the talents, based on your choice of a price per productive minute or a ticket/event pricing model. There are no further costs for project management or for our software, and there is generally no minimum volume obligation.
We’ll be pleased to draw up a managed services offer tailored to your needs. Feel free to contact us
Yes. Our model is in full compliance with GDPR in Germany, Europe and even when using talents from non-EU countries.
Our platform and all of the data processed on it are on servers in the EU. Our software was developed completely in-house, giving us full transparency and complete control over all processes. Instead of working with big cloud providers, we work with specialised data centre operators whose locations and facilities are all known to us.
Bei der Zusammenarbeit mit den Talenten gelten unsere Allgemeinen Geschäftsbedingungen für Talente. Im Managed Service gelten darüber hinaus unsere Allgemeinem Geschäftsbedingungen für Kunden bzw. davon abweichende Fully-Managed Serviceverträge. Vor jedem Projektstart unterzeichnet das Talent einen Vertrag zur Auftragsverarbeitung. Sollte das Talent seinen Geschäftssitz nicht in der EU haben werden die Standardvertragsklauseln 2021/914 im Modul 3 zur Übermittelung von Auftragsverarbeiter zu Auftragsverarbeiter abgeschlossen.
That is strongly dependent on the complexity of the projects and the availability of the talents. Generally the talents work for only one client at a time.
Talents from more than 120 countries are registered on the yoummday platform, and they speak more than 40 languages. New talents are added every week.
Talents with a wide range of work experience are registered on the yoummday platform. Many of them have previous contact centre or customer service experience. Whether you need emphatic service staff, ambitious sales specialists or highly qualified experts, with our extensive filtering options you’ll be able to find talents who are a perfect fit with your needs.
Talent recruiting takes place in 2 steps. Initial onboarding for the platform is always done by the yoummday talent team. After successful registration with their basic details, new talents are invited to a video onboarding interview where our team gets acquainted with them, verifies that they have the required technical and office infrastructure, and makes an initial assessment of them. The second step is project recruiting, in which we (managed service) or you (self-service) select and recruit talents for specific projects. This process can be organised flexibly to meet specific client and project requirements.
The yoummday talents can cover all of the channels you use for contact with your customers: telephony, e-mail, chat, social media. Telephony can be managed directly through our vACD in yoummday’s telephony module, or it can run through your system. For all other channels, our talents usually work on your systems, connected through a VPN or similar arrangement.
In managed service, we take care of all project management, and with it the quality management. Our experienced and motivated operations team is at your disposal; it translates your requirements into a quality management plan. It applies our technical solutions to implement the plan in everyday project use.
In self-service, project management is your responsibility. You have access to the same tools used by our operations team in managed service.
In managed service, we take care of all project management, and with it the workforce management. Based on your volume forecast, our operations team will draw up a capacity plan to make sure your needs are met in accordance with the agreed KPIs.
In self-service, you are responsible for project management and thus also for workforce management, including shift scheduling and team management. For all of this, you have access to the same tools used by our operations team for managed service.