Inbound Services
Customer service hotline, information and order support, complaint handling and call routing, with a German-speaking team.
Customer serviceInfo hotlineOrder status
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01Services
Services
Every project is designed individually, around your audience, your call volume and the service levels you expect.
01Services
Five service areas, all delivered in German
The areas can run separately or be combined into a single operation. We work out which combination fits you in the first conversation.
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Outbound & Sales
Telesales, appointment setting, customer win-back, satisfaction surveys and data verification campaigns.
TelesalesAppointmentsSurveys
Technical Support & Helpdesk
First-level technical support, fault logging, installation guidance and defined hand-over to second level.
First levelTicketingEscalation
Back Office & Written Channels
Handling e-mail, live chat and forms, plus data entry, order and returns processing.
E-mailLive chatData entry
Training & Quality Management
Language and product training, call evaluation and calibration, quality scoring and continuous improvement.
Language trainingCalibrationQA score
02Scope
Included as standard in every project
These are not add-ons; whichever package you choose, they are part of the operation.
Scripts and knowledge base
Frequent questions, objection handling and escalation rules are documented and kept current.
Regular reporting
Queue metrics, resolution rates and quality scores at the agreed frequency.
Data processing agreement
Purpose, scope, retention period and access permissions are defined in writing at project start.
Assigned team and backup
A stable team is assigned to your project, with a backup plan for leave and absence.
Training and calibration
Product and language training, call evaluation and evaluator calibration continue throughout the project.
Escalation path
Which channel unresolved cases reach you through, and within what time, is defined.
03Process
The path to go-live
Four steps from first conversation to live operation; the output of each step is shared in writing.
Needs analysis
We clarify your audience, call volume, channels and service level expectations together.
Design and team plan
Scripts, competency profile, shift plan and reporting set are defined; contract and data processing agreement are prepared.
Training and pilot
The team is trained on product, process and language; pilot calls measure quality and refine the scripts.
Live operation and improvement
The operation goes live; regular reports, call evaluation and calibration drive continuous improvement.
Let's plan your German-language customer communication
Inbound, outbound, technical support or written channels: we put together a fitting setup, team plan and service levels within a short time.