Podcast ¦ CX Diaries: Revolutionising Customer Experience with Freelance Models Claas van Delden’s Journey with Yoummday

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Summary

In this podcast episode, Klaus Van delden, the Chief Growth Officer at Yungay, discusses the unique freelance model of their customer experience platform, Human Day. Human Day operates as a marketplace connecting freelancers from around the world with clients who need customer service and sales support. The platform passes on cost savings to their freelance talents and offers clients a performance-based compensation model. Van delden also highlights the challenges and solutions in managing a freelance workforce, ensuring compliance with labor laws, and using technology to support the platform’s operations. He emphasizes the importance of building a strong company culture and creating connections between freelancers and client brands.

Key Points

  • Human Day is a customer experience platform that connects freelancers with clients in need of customer service and sales support.
  • The platform operates as a marketplace with over 14,000 vetted and quality-checked talents from 60 different countries.
  • Talents on Human Day are self-employed under their local laws, and the platform ensures compliance with labor regulations.
  • Human Day offers cost savings to clients by eliminating the need for physical locations and expensive software licenses.
  • Clients on the platform pay for performance and have access to a 100% performance-based compensation model.
  • The freelance model allows freelancers to choose the brands they work for, resulting in strong brand advocacy and higher talent satisfaction.
  • The COVID-19 pandemic has accelerated the adoption of remote work and increased the demand for platforms like Human Day.
  • Technology plays a core role in managing and supporting the freelance workforce and clients on the Human Day platform.
  • AI is a key trend in the industry and is being used to improve productivity and automate tedious tasks.
  • Human Day plans to continue its international expansion and target the UK and US markets.
  • New sourcing regions, languages, and skills are being added to the platform to meet the needs of clients in different regions.
  • Building a strong company culture and creating connections between freelancers and client brands is crucial for success.
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Key Statistics

  • Talent Net Promoter Score (NPS): 63
  • Unwanted attrition rate: 11%

Key Takeaways

  • The freelance model of Human Day offers cost savings, higher compensation for talents, and performance-based payment for clients.
  • Adapting training and onboarding processes to a remote setting is essential to ensure success in the freelance model.
  • Virtual team-building events and regular communication help freelancers feel connected to the company’s culture and client brands.
  • Technology is crucial in managing and supporting the freelance workforce, with AI applications being used to improve productivity and automate tasks.
  • The COVID-19 pandemic has accelerated the acceptance of remote work and increased the demand for flexible customer service solutions.
  • Continued international expansion is a key focus for Human Day, targeting the UK and US markets.
  • Building a strong company brand and creating connections between freelancers and client brands contribute to talent satisfaction and success in the freelance model.


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