Personal support by phone
— whenever your customers need it.
German-language customer service from Romania for companies in Germany, Austria and Switzerland – within the EU, certified to DIN EN ISO 18295-1, with project data in Germany.
Five standards — independently audited.
Quality, environment, service quality, business continuity and information security — certified by ISOTRANS. Select a certificate for details.
The standard for customer contact centres: requirements for reachability, training, complaint handling and KPIs.
Experience where the rules are strict.
Our processes come from statutory health insurance. Every industry where data, deadlines and records matter benefits from that.
German-speaking from Romania – under the same rules as in Germany.
Romania is an EU member state. Our teams in Sibiu and Arad speak German at C1 level or above, and your project data stays on servers in Germany.
German at C1 or above, tested with writing tasks
EU law at every site, data processing under Art. 28 GDPR
One hour ahead of Germany – same service hours
Part of the aLIVE group with sites in Magdeburg and Quedlinburg
One case, one history — across every channel.
Telephony with a service-level commitment.
Inbound hotline, overflow at peak times and scheduled callbacks – with agreed response times and transparent reporting.
- One case history across all channels – in our system or yours
- Knowledge base maintained with your department
- Monthly reporting per channel
Your benchmark in three inputs.
Move the sliders — we estimate staffing and the right model. It does not replace a proposal, but it gives you a reliable order of magnitude.
Simplified benchmark: workload = contacts × minutes ÷ 60; full-time staff = the larger of workload ÷ 120 and service hours ÷ 160 × 1.4. Detailed planning takes daily patterns and your service levels into account.
Three models — you decide how deep we go.
Four locations, one group of companies.
Sibiu and Arad belong to aLIVE Support S.R.L., Magdeburg and Quedlinburg to aLIVE-Service GmbH – together the aLIVE group, with shared standards and mutual backup.
Contact centre certified to DIN EN ISO 18295-1
Project data on servers in Germany
Data processing under Art. 28 GDPR
Sampling based on the four-eyes principle
How we start — in three verifiable steps.
Needs assessment
Volume, topics, service hours and data protection requirements — in 60 minutes.
Pilot
One channel, one topic, fixed KPIs. You see results before you scale.
Regular operation
Service levels agreed by contract, monthly reporting, a fixed contact person.
We are looking for people who like explaining things.
German-language customer advice, full or part time – with paid training in Arad or Sibiu, fixed teams and working from home afterwards.
What clients ask us first.
Question not listed? We reply within one working day. See all questions
An overflow model usually goes live in four to six weeks. For partial and full operation we plan six to fourteen weeks, including training and a pilot phase.
Your project data is stored on servers in Germany. Our teams in Romania work within the EU with approved access. We act as a processor under Art. 28 GDPR and agree the technical and organisational measures with your data protection team.
Yes, if you wish. Alternatively we bring our own telephony and ticketing systems and return the cases to you via an interface.
There is no minimum number of calls. We can start with a single topic or time window and scale up after the pilot. So that trained staff are ready for your calls, we agree a fixed monthly base fee.
Through service levels, case resolution rate, four-eyes sampling and monthly reporting – based on DIN EN ISO 18295-1.
Let’s talk about your customer service.
You will hear from us within one working day with a proposed date for a first call.
Thank you – we have your enquiry.
Reference . We will get back to you within one working day.
