How does outbound calling work on the yoummday platform?

 

Use the links below to jump directly to the relevant section: 

What programs can I use for outbound calling?

How does outbound calling work via the browser extension? (Option 1)

How do I set up the browser extension for outbound calling?

How do I make calls using the browser extension for outbound calling?

How do I call numbers through the browser extension that I added myself?

How does outbound calling work via a softphone? (Option 2)

How do I document my outbound calls on the platform using the call disposition form?

 

What programs can I use for outbound calling? 

To actively make customer calls, you can either use:

• A browser together with the yoummday browser extension (plugin), or
• A softphone installed on your computer.

 

 

 

 

How does outbound calling work via the browser extension? (Option 1) 

If the contacts have already been uploaded to yoummday by the client, setting up the browser extension is not required.

In the video below, you will find a step-by-step guide covering everything from setup to placing a call, showing how to make calls using Google Chrome on your PC and the yoummday browser extension.

 

 

 

 

 

 

You will find the individual steps explained in detail in the sections below.

 

 

 

How do I set up the browser extension for outbound calling? 

1.  Open the yoummday platform and click Downloads in the left-hand menu. 
   
2.  Click Chrome Extension to be redirected to the Chrome Web Store. 
3.  Click Add to Chrome. 
   
   
4.  Confirm that you want to add the extension and wait for the notification that the plugin has been successfully installed. 
   
   
   
5. In the browser toolbar, click the puzzle piece icon, then click the three dots next to the yoummday extension and select Manage extension. 
   
   
   
   
6. Grant the necessary permissions to access https://*.yoummday.com/*, pin the extension to the toolbar, and allow it to be used in Incognito mode. 
   
   
7. Make sure you are logged in to the Talent Platform in your browser.
8.  The setup was successful if, after clicking the extension, you see a green dot in the top-right corner and your account name is displayed. 
   
   
   

9. f the message "No matching projects available" appears, go to the Projects tab and check under Active Contracts that you have an outbound project that is not paused.

   If the contract is paused, click the hand icon once to reactivate it.

   
   
   

 

 

 

How do I make calls using the browser extension for outbound calling? 

1. At the top of the yoummday Talent Platform, make sure that Webphone is selected and active. You can recognize this by the green dot next to the dropdown menu.
   .
   
2.  Click the yoummday browser extension. 
   
3. Select the correct contact list for your calls. Important: Always choose the correct contact list. Otherwise, you may end up calling on behalf of the wrong project or company.
   
   
4.  Under Outbound Mode, select "Create call and start calling immediately". 
   
   
5.  Open your workspace and click Work for the relevant contract.
6.  In the contact list that appears, click Start Next Call. 
   
7.  The system dials the number and connects the call. 
8. After the conversation, enter all required information in the call disposition form.
9. Click Save and Close at the bottom of the form.
   
   
   
10. To call the next contact, click Start Next Call again in the contact list.
    
    

 

 

 

How do I call numbers through the browser extension that I added myself? 

If you have found or corrected a phone number yourself, or received an Excel list with phone numbers from the project, the number must first be stored by you.

Open the corresponding contact entry in your callback list or contact list.

Highlight the phone number, right-click it, and select:

"Call 'NUMBER' with yoummday"

The call will then be initiated automatically in the background, just like any other outbound call. 

 

 

 

How does outbound calling work via a softphone? (Option 2) 

To use outbound calling via a softphone:

Select Softphone from the dropdown menu at the top of the Talent Platform.

 Open the softphone application. 

 Enter the number you want to call in the Dial field. 

 

Click the Call button to start the call. 

 

 

How do I document my outbound calls on the platform using the call disposition form? 

Every call on the platform is documented using a call disposition form. It appears automatically when a call starts and usually contains four main sections.

1. Required Questions

The questions and answer options are defined by the project.

They may be:

• Optional, or
• Mandatory

2. Notes

Use the Notes field to enter additional details about the conversation if required.

3. Call Outcome

Document the result of the call by selecting one of the available outcome options.

• • Completed Successfully
    The conversation was successful, and no further call is required.
  • Completed Unsuccessfully
    The conversation was unsuccessful, and you do not intend to call the contact again.
  • Callback
    You want to call the contact again at a later date. Enter the date and time for the follow-up call.

•  Voicemail
  You only reached the contact's voicemail and would like to try again at an unspecified later time. 

4. Save / Save and Close

• Save stores the information entered so far.
• Save and Close stores the information and closes the call disposition form completely.