Customer service outsourcing · UK
Customer service built around your business.
Outsource customer support with people who know your brand, capacity that flexes with demand and pricing tied to productive work.
For UK businesses. Across phone, email, chat and back-office work.
Illustrative team
Trusted by clients worldwide
27,000+
vetted freelance agents
35+
languages
200+
operations experts
150+
clients worldwide
Customer care, from question to next step
Everyday questions. Expert help.
Give your customers the help they need across orders, accounts and technical issues. Outsource the interactions and follow-up work that fit your operation.
Orders & accounts
“Can I return this?”
Everyday customer care
Help with orders, returns, billing and account questions. Explain the next step in your brand’s voice.
Clear answers. Less uncertainty.
Products & services
“How do I get connected?”
Technical support
Guide customers through product questions and troubleshooting, with clear routes to specialist help.
Practical help. A way forward.
Messages & follow-up
“What’s happening with my case?”
Written & back-office work
Handle email, chat and social enquiries, keep case records current and carry follow-up work through.
Joined-up care. Fewer loose ends.
You decide what to hand over. Keep specialist decisions, brand standards and escalation boundaries with your team. Agree how the outsourced service connects to them.
Evidence from customer operations
Different service pressures.
Measured results.
Two international projects show how the operating model responds to real customer-service demands.
Ecommerce · German-language support
Campaign peaks.
Customers still heard.
85%
customer satisfaction (CSAT)
The challenge
Promotions and seasonal peaks created uneven demand for email and chat support.
The response
Managed Service combined flexible cover with recruitment, training, planning and quality management.
Utilities · German energy supplier
Support beyond
daytime hours.
92%
quality rating against the client’s criteria
The challenge
Customer care and technical support had to cover changing volumes, evenings and weekends.
The response
Managed Service combined remote teams with training, quality management and workforce planning.
International case studies, not UK-specific client results. Historical results are not a guarantee for a new engagement. Images illustrate the service context.
Human judgement. Connected tools.
The platform supports the work; the agent owns the conversation.
Illustrative professional, not a customer testimonial.
The difference starts with the people
Matched to your work.
Invested in your brand.
yoummday’s freelance agents — called Talents — are selected for your project and choose the projects they work on.
01
Select for fit
Match language, service skills and project requirements. Verify skills before the work begins.
02
Prepare for your customers
Build product knowledge, tone of voice and escalation routes into project training.
03
Support delivery every day
Operations expertise, reporting and coaching help the team meet the agreed service requirements.
Capacity that changes with the workload
Cover the peak.
Adjust when it passes.
Add support for campaigns, seasonal demand or unexpected spikes. Remote delivery lets the team change without adding a physical contact-centre site.
Up to 80%
team-size adjustment
in 5 hours
Illustrative demand pattern, not a staffing forecast.
The commercial logic
Pay for productive work.
Performance-based pricing connects cost to the work delivered, with transparent reporting.
- Productive customer service
- Paid work
- Idle time
- Not billed
- Contact-centre facilities
- No facility costs
Your proposal depends on channels, volumes, hours, languages, complexity and the service model.
One decision changes the responsibility
Who should run
your customer service?
Choose the level of operational involvement that fits your business. Both models connect people and technology; the difference is who runs daily delivery and holds the SLA.
One clear
choice.
“Run it for us.”
yoummday leads the operation.
“We’ll run it.”
Your team leads, using our Talents and platform.
Enabled Service is a self-service operating model for your business, supported by a dedicated Customer Success Manager. It does not mean customers are left to serve themselves.
UK requirements · International delivery
Build coverage around
your customers’ day.
The Talent network is global. Set the actual languages, service hours, approved locations and access requirements for your operation before launch.
Your service window
Built around UK hours
Define the daytime, evening and weekend cover your customers need.
Your customer markets
35+ languages in the network
Match people to your actual service languages and project requirements.
Your delivery requirements
Talent across 70+ countries
Agree approved delivery locations and data-access requirements before launch.
Confidence in the operating setup
Remote delivery.
Defined controls.
Verify the people, check access and keep service performance visible. These controls belong in the delivery model from the start.
Verify the people.
A 20-point onboarding process includes a personal video call to check identity, documents, skills and workspace.
Control the access.
Device-compliance checks cover operating systems, patch levels and virus definitions. Non-compliant devices are blocked.
Make quality visible.
Daily reporting provides SLA transparency. Quality reviews and coaching turn service insight into action.
Confirm certification scope, project data flows and delivery locations during procurement.
Where can AI support the team?
AI is an add-on to human delivery. SmartReplies can draft written responses for the agent’s final approval; AutoQA reviews calls to support quality management. The agent remains in charge of customer interactions. Explore the supporting technology.
A practical route into service
Standard projects.
Live in up to 14 days.
A clear mobilisation plan connects your requirements to a working team.
Timing depends on scope, training, systems and approvals.
01
Agree the scope
Channels, contact reasons, hours, volumes and targets.
02
Build the team
Match and prepare Talents for your products and service standards.
03
Connect the operation
Set up systems, handovers, access and escalation routes.
04
Launch and improve
Start service, review quality and adjust capacity as demand changes.
Replacing a provider? yoummday has experience managing transitions. Bring the service gaps you need to resolve into the scoping conversation.
Before you decide
The questions worth
answering upfront.
Can we outsource only part of our customer service?
Yes. Agree a defined scope such as email and chat, technical support or back-office work, or outsource a wider customer care operation. Set the handovers with your in-house team before launch.
Are the agents based in the UK?
The Talent network is international, with vetted freelance agents in 70+ countries. UK business needs guide the service design; delivery locations, languages, working hours and system access are agreed for the project.
How is customer service outsourcing priced?
yoummday uses performance-based pricing with transparent reporting. The proposal depends on workload, channels, hours, languages, complexity and model. Discuss the scope of your operation to establish the commercial setup.
Can the team use our existing systems?
The yoummday platform can integrate with existing systems. Confirm the CRM, telephony, knowledge sources, workflows and access requirements while scoping the service.
How do we keep control of quality?
Agree service standards and reporting at the start. Project-specific matching and training, quality reviews and coaching support delivery. Managed Service places daily operations and the SLA with yoummday; Enabled Service leaves those responsibilities with your business.
What do you need for a first conversation?
Your approximate volumes, channels, service hours, languages, current challenges and desired start date. Add any required delivery locations and system-access restrictions. A finished outsourcing brief is not required.
Let’s define the right setup
Your next customer operation.
Start with the work it needs to do.
Tell us what your customers need help with. We’ll discuss the scope, delivery model and next steps.
Prefer email? [email protected]