yoummday

yoummday's proprietary work@home operating system is a technology platform that combines workforce recruitment, training, scheduling, and management with a CX marketplace. As a result, companies get access to a comprehensive outsourcing software solution and a global workforce of freelance customer care and sales professionals for a fraction of the cost of a traditional BPO.

The vendor states that over 60 international companies (including Fortune 500 and DAX-listed) already use yoummday to care for their customers. They are offered a modular software solution and the opportunity to instantly recruit a scalable CX workforce from over 8,500 vetted and verified multilingual freelancers.

The yoummday technology platform is an all inclusive solution that facilitates:

- Global market place of over 8,500 vetted and verified freelance CX professionals

- Freelancer recruitment

- Training and coaching

- Quality management

- Workforce management

- Contracts with freelancers

Choose from two delivery models:

- Self-Service: Recruit and manage your own CX team

- Managed Service: Use yoummday's experienced operations personnel to recruit and manage your CX team

Yoummday's USP's are:

Freelance CX Agents

- Better compensated to attract high-quality agents

- Fully identified, vetted, and verified

- Search CX skills, experience, and language levels

- Agents’ potential as effective brand advocates increases because they choose the brands they represent

- Choosing their own working schedule makes agents happier

- A pay-for-performance model motivates agents to work

- Yoummday freelancers rated it 70 in NPS scoring

- Low agent churn for consistent support

Global Talent Pool

- Select freelancers based on location and budget

- Hire CX freelancers without labour market restrictions

- Access 40+ languages at a native level

- Source from multiple geographies for seamless business continuity

- Freelancers are available 24/7 for ‘follow-the-sun’ operations

- Onshore, nearshore, and off-shoring are all possible in just a few clicks

Scalability

- Yoummday freelancers are available to train and work immediately

- Scale your workforce in a matter of hours

- Zero recruitment lead time

- Flexible attrition and retention

- Simple cooperation with freelancers

Affordability

- Price-for-performance payment model

- Self-service and managed service options

- No overhead costs for additional headcount

- Save on infrastructure expenditure

- Eliminate all recruitment costs

Positive Environmental & Social Impact

- Lower carbon emissions from an at home workforce

- Inclusive and supporting a diverse range of individuals with varying abilities

- Fair compensation

- Improved work-life balance, agents select their work schedule

Security

- AI enabled security and GDPR compliant

yoummday...

- integrates with all popular systems and architecures

- is secured by three-factor biometric identification

- is completely modular, and has no license fees

- includes automation tools for improved efficiency

The yoummday technology platform includes:

Recruiting and training

- Global Sourcing

- Training via our edYoucation Platform, e-Classrooms & Self-Learning Telephony/vACD

- IVRs, queues, etc.

- In combination with customer ACD

- Own dialer Security and

Data protection

- 4 factor authentication

- Voice recognition & typing DNA

- Tech checks, data security trainings, decentralization

Workforce Management

- Shift planning for talents and clients

- Live monitoring and communication tools for WFM Quality Management

- Recording of calls

- AI-supported analysis- tools (speech-to-text, emotion recognition)

Billing and Collection

- Real-time income-view for talents

- Payment processing via platform Compliances and Data protection

Data Protection Standards:

- Procedural and technical security incl. 4-point authentication (VPN-Certificate; Biometric authentication (speech/typing analysis); Georeferencing (yoummday app); Login & PIN)

GDPR Compliance:

- GDPR-Compliant global sourcing with Transfer Impact Assessment

PCI DSS Compliance:

- Compliant with all 13 requirements of the Payment Card Industry Data Security Standard

Business Continuity Concept:

- 3x technical redundancy for uninterrupted service

- ISO 27001 Information Security compliant

- DIN ISO 9001-2015: Quality Management