FAQ

yoummday is a CX technology platform combined with a global marketplace of freelance customer service and sales professionals. Different from traditional BPO models that rely on fixed-location call centers with employed agents, yoummday connects businesses to a vetted network of 25,000+ freelancers across 60+ countries and 35+ languages. The platform handles the entire workflow – from talent sourcing and verification through shift planning, telephony, quality assurance, and billing. Founded in 2016 in Munich, yoummday serves 100+ enterprise clients including Lufthansa, Telefonica, and Deutsche Telekom.

yoummday’s freelancer model replaces traditional employed call center agents with vetted, self-employed CX professionals who work remotely. Only 8% of applicants are accepted onto the platform after a multi-stage verification process including identity checks, language proficiency testing via FluuentAI, and skills assessments. Freelancers choose their own working hours and are paid per productive minute, which means clients only pay for actual work performed – not idle time, breaks, or training overhead. The myexit case study illustrates how a startup used this model to build a sales team at a fraction of traditional cost.

Managed Service is a full-service option where yoummday’s experienced operations team handles the entire CX operation – from designing the project setup and recruiting agents to ongoing quality management and performance optimization. yoummday redesigns and improves existing client training materials and adapts them for 100% remote delivery to maximize engagement and agent success. Enabled Service is a self-service model that gives businesses direct access to the platform to recruit, manage, and scale their own remote CX team. Every Enabled Service project is accompanied by a dedicated Customer Success / Implementation Manager who trains the client team on the platform, supports recruiting and rate negotiations with talents, and provides hands-on guidance during the first months of operation. Optional training support is available as a bookable add-on.

Three things set yoummday apart. First, the platform-based approach: yoummday is a technology company that built its own end-to-end CX platform, not a staffing agency using third-party tools. Second, the freelancer marketplace model: instead of fixed headcount in call centers, yoummday provides access to a flexible pool of pre-vetted professionals who can be deployed within hours. Third, the integrated AI suite: tools like SmartReplies, AI Assist, FluuentAI, and the Artificial Agent are built natively into the platform, not bolted on as add-ons. This combination of proprietary technology, flexible talent, and AI-native architecture is unique in the CX outsourcing market.

yoummday serves clients across multiple industries with specialized CX solutions. Key verticals include telecommunications (Telefonica, Deutsche Telekom), travel and aviation (Lufthansa), energy and utilities, retail and e-commerce (flaconi, Deichmann), financial services, and technology. The platform’s flexibility makes it suitable for any industry requiring customer service, technical support, sales, or lead generation. yoummday has documented case studies in each vertical demonstrating measurable improvements in quality, cost efficiency, and scalability.

yoummday is designed for rapid project launch when use cases match the existing talent pool. Because the marketplace draws from a large pool of pre-vetted, multilingual talents, projects can move from contract to live operations significantly faster than with traditional BPO setups. Projects in customer service, technical support, and outbound sales have been launched at speed for clients across telecommunications, e-commerce, and travel verticals. For more complex enterprise deployments requiring custom training, CRM integration, and dedicated agent recruitment, typical timelines extend accordingly. Concrete launch timelines are agreed during project scoping based on requirements, scope, and integration depth. The travel industry case study shows how 90 agents across 17 languages were mobilized within one week.

Onboarding follows a structured process: project scoping (defining requirements, channels, languages, KPIs), agent sourcing (matching freelancers from the pool or recruiting new ones), training (product knowledge, processes, tools), testing (calibration calls, quality checks, system verification), and go-live (phased ramp-up with live monitoring). For Managed Service clients, yoummday’s operations team handles each step end-to-end – including redesigning and improving existing client training materials and adapting them for a 100% remote delivery model to maximize engagement and agent success. For Enabled Service clients, training is the client’s responsibility, with optional support available as a bookable add-on. Every Enabled Service project is accompanied by a dedicated Customer Success / Implementation Manager who trains the client team on the platform, supports recruiting and rate negotiations with talents, and provides hands-on guidance during the first months of operation.

yoummday offers flexible contract structures without mandatory long-term commitments. Clients can scale up or down based on business needs without penalty. Contract terms are typically structured around project scope and service levels rather than fixed durations. This flexibility is a core differentiator of the freelancer model – because agents are independent contractors rather than employees, there are no fixed labor commitments that need to be maintained during low-volume periods.

Yes. The yoummday platform is designed for seamless integration with existing business systems via APIs. The platform includes its own built-in telephony (virtual ACD), but can also integrate with external telephony providers. CRM integrations, ticketing systems, and knowledge bases can be connected through standard API interfaces. The platform also supports single sign-on (SSO) and can feed data into existing reporting and analytics tools.

Every agent on yoummday undergoes a multi-stage verification process before accessing client projects. This includes identity verification, automated language proficiency testing via FluuentAI (analyzing pronunciation, grammar, fluency, and words per minute), and skills assessments tailored to the project type. This rigorous screening ensures that clients receive agents who are qualified, reliable, and compliant from day one.

yoummday’s freelancer network spans 60+ countries and supports 35+ languages. The platform is particularly strong in European languages including German, English, French, Spanish, Italian, Portuguese, Dutch, Polish, Czech, and Turkish. A key strength of the platform is sourcing native speakers in geographies that combine high language quality with strong cost efficiency – for example native German speakers based in Eastern Europe or English-speaking talents in cost-optimized regions. This unlocks meaningful cost advantages without compromising on language quality or cultural fluency. yoummday has offices in Munich (headquarters), Berlin, Prague, Sofia, and Miami.

Quality assurance operates at multiple levels. The platform provides live monitoring dashboards with real-time KPI tracking, AI-powered quality scoring via SmartReplies and AI Assist, automated call and chat analysis, and configurable performance thresholds that flag deviations automatically. Agents receive continuous feedback through the platform’s gamification and performance tracking features. For Managed Service clients, yoummday’s operations team conducts regular quality reviews, calibration sessions, and agent coaching. Quality metrics are transparent – both clients and agents see the same performance data. The AI Assist telco case study documents a concrete example of AI-driven quality improvement.

yoummday offers three pricing models across all work types: pay-per-productive-minute (voice), pay-per-event (written interactions, transactions), and pay-per-hour (classic time-based). The core strength of the platform lies in the productive-minute model, which pays only for actual customer-facing work and aligns cost directly with delivered value. Pricing depends on language, complexity, scope, and volume – concrete commercial terms are agreed during project scoping. The model is designed to align cost with actual workload, supporting flexible cost structures while maintaining strong quality metrics.

yoummday’s pricing model is designed to be transparent and aligned with actual usage. The agreed rate typically covers agent compensation, platform access, telephony infrastructure, quality assurance tools, and reporting. Project-specific elements such as custom training, complex integrations, or specialized requirements are scoped and discussed during onboarding. All commercial terms are agreed upon before project launch and documented in the contract.

yoummday offers six AI-powered tools integrated into the platform. SmartReplies provides AI-generated message suggestions for written CX channels, supporting 30+ languages with grammar, fluency, and sentiment tuning. AI Assist delivers real-time guidance to agents during live calls, boosting compliance and onboarding speed. FluuentAI automatically evaluates agents’ language proficiency through multi-stage testing of pronunciation, grammar, fluency, and words per minute. The Artificial Agent is yoummday’s AI-driven solution for selected use cases, designed with defined escalation paths to human agents when interactions exceed configured boundaries. Voice of the Customer analyzes conversations in real time for intent, trends, and sentiment. AutoQA reviews 100% of customer interactions automatically and identifies coachable moments. The AI Assist case study documents the measurable impact in telco sales.

As a German-headquartered company subject to EU data protection regulations, yoummday takes data security seriously. The platform supports GDPR-compliant project setups through technical and organizational measures, including support for anonymization and masking mechanisms where configured (for example within SmartReplies). Agents undergo security and data protection training as part of onboarding. The platform supports data residency requirements, encrypted communications, and role-based access controls. yoummday is ISO 27001, ISO 9001, PCI DSS certified, providing externally validated assurance of its information security management system, and maintains a dedicated Trust Center and Security & Compliance documentation available to clients during the evaluation process.

The yoummday platform provides real-time dashboards covering key CX metrics including average handling time (AHT), first contact resolution (FCR), customer satisfaction scores (CSAT), net promoter score (NPS), conversion rates, quality scores, agent utilization, and cost per interaction. All metrics are available through live monitoring with configurable alerts and thresholds. Historical reporting enables trend analysis and performance benchmarking. Data can be exported or fed into external BI tools through API integration.

Scaling on yoummday happens within hours, not weeks. Because freelancers on the platform work an average of 25 hours per week, projects are typically structured with built-in capacity headroom – short-term peaks can be covered in hours by activating already-trained, available talents. For predictable demand spikes (seasonal peaks, product launches, marketing campaigns), yoummday’s shift planning tools allow clients to schedule additional capacity in advance. Through deliberate overstaffing of projects, capacity can be ramped up to approximately 150% within days, providing a strong buffer for unexpected volume increases. For ad-hoc events, push notifications alert available agents in the talent pool, enabling rapid response. See how this works in practice: eCommerce peak management and utility peak demand case studies.

Yes. The platform supports both inbound and outbound operations across voice, email, chat, and social media channels. Use cases include inbound customer service, technical support, order management, and complaint handling, as well as outbound sales, lead generation, appointment setting, and customer retention campaigns. The platform’s built-in telephony, virtual ACD, and AI tools are designed to support both operational models. Many clients run inbound and outbound programs simultaneously on the same platform. See the airline inbound case study and the multilingual sales case study for documented examples.

yoummday was founded in 2016 by Klaus Harisch and his sons Pablo Harisch and Lion Harisch. Klaus and Pablo Harisch serve as Co-CEOs. The Advisory Board includes senior leaders with extensive experience at Microsoft and at Amazon and Zalando, supporting yoummday with strategic guidance. The company is private and family-owned with offices in Munich, Berlin, Prague, Sofia, and Miami, and serves a growing base of enterprise clients globally.