Answers for clients.
Start, data protection, quality, costs and locations – the questions we are asked most often in tenders and first meetings.
Start and process.
That depends on the scope. From contract to live operation, we plan four to six weeks for overflow, six to ten weeks for partial operation and ten to fourteen weeks for full operation. We set the binding schedule together with you after the kick-off.
In a needs assessment of about 60 minutes, we clarify which requests, channels and service hours you want to outsource and which model fits. You receive a reply to your enquiry within one working day.
The start runs in six phases. Kick-off and detailed planning are followed by process and knowledge set-up, technology and workstations, training and qualification, and a pilot. The final phase is the start of regular operation and hypercare.
You receive the detailed plan within five working days of the award. It forms the basis for further coordination at the kick-off.
Hypercare follows for at least four weeks. During this time, we manage the project daily and hold a short daily check-in with you. After that, we move to weekly and monthly management.
Only after documented professional, technical and data protection approval. This requires a knowledge test and supervised test calls. Nobody works productively without approval.
Data protection and security.
Project data is stored on servers in Germany. This also applies to projects handled at our sites in Romania.
Yes. We act as a processor under Art. 28 GDPR. The technical and organisational measures are set out in the DPA.
Yes. Romania is a member of the EU, and the GDPR applies there directly, supplemented by Romanian Law No. 190/2018. The competent supervisory authority is the ANSPDCP. aLIVE Support S.R.L. is also certified to ISO/IEC 27001.
The appointed data protection officer is lawyer Torsten Franz. In addition, all staff are bound to data confidentiality.
aLIVE Support S.R.L. and aLIVE-Service GmbH are each certified to ISO 9001, ISO/IEC 27001, ISO 18295-1, ISO 22301 and ISO 14001. The certificates of aLIVE Support S.R.L. were issued by ISOTRANS on 7 September 2026, and the next surveillance audit is on 6 September 2027.
Identification is a fixed step in the call flow. Staff only access data after identification and consent.
Only if you as the client allow it and the parties to the call have given their consent. Regardless of this, we check quality using samples of the documentation.
Quality and reporting.
We report availability, case resolution rate, waiting time, transfer rate, callback cases, handling time, documentation quality and the error rate from samples. We agree with you which metrics apply contractually.
You receive a monthly report and have a monthly jour fixe with us. There is also weekly management, and during hypercare a short daily check-in.
For us, contractual service levels are the minimum requirement. Internally, we work with tighter early-warning thresholds so that we can take action before an agreed value is missed.
We assign errors to error classes with defined measures. Recurring errors are handled using CAPA logic: identify the cause, eliminate it and check effectiveness. Sensitive cases are checked using the four-eyes principle.
New staff complete training in five modules and are only approved after a knowledge test. Specialist coaches qualified by the BKK Akademie support the teams. We maintain answers and rules in our own knowledge base.
Collaboration and costs.
That depends on contact volume, channels, service hours and the chosen model. We charge a monthly base fee for readiness, plus the services you need. You receive your proposal after the needs assessment.
No, we do not require a minimum call volume. The monthly base fee covers readiness, including in quieter months.
We take on overflow when your own team is at capacity, partial operation for certain requests or times, or full operation of your customer service. We clarify which model suits you in the needs assessment.
For projects under the aLIVE Support brand, usually aLIVE Support S.R.L., headquartered in Sibiu. Public tenders mostly run through the parent company aLIVE-Service GmbH in Magdeburg; a bid from the S.R.L. or a joint bid is also possible.
That is possible, and some clients require it. With our own technology, we manage every case across all channels in our systems. In your system, we document as far as its capabilities allow.
Inbound and outbound phone, email, live chat, messengers such as WhatsApp, Facebook and Instagram, and back office. Outbound covers callbacks and contacts on ongoing cases; we do not do cold calling. We only make promotional calls with a legal basis, for example with consent under § 7 UWG (German Act against Unfair Competition).
There is weekly management, a monthly jour fixe and the monthly report. Urgent matters are escalated ad hoc. In the event of disruptions, we inform you via a defined reporting channel.
Locations and staff.
Customer service is provided by aLIVE Support S.R.L. at its sites in Sibiu and Arad, with Timișoara being set up. After training, many teams work from home in Romania. The parent company aLIVE-Service GmbH has sites in Magdeburg and Quedlinburg; the group's project management, quality management and IT are based in Magdeburg.
German at C1 level or above is a requirement for everyone working in customer contact. Applicants already complete two writing tasks in German as part of their application.
Only if you as the client allow it, and only with customer service advisers based within the EU. The same rule applies to them: nobody works without documented professional, technical and data protection approval.
We work in teams of 10 to 20 people. Specialist coaches qualified by the BKK Akademie support with subject-matter questions. Cases that cannot be resolved in the first contact are passed to 2nd level in a structured way with a case summary.
That depends on your needs. Service hours can range from 8 am to 8 pm on weekdays up to a 24/7 service, 365 days a year. Overflow and operation outside your opening hours are also possible.
Our contingency plan has four disruption levels and a defined reporting channel to you. We keep reserve staff available and can switch to approved workstations at the second site. Both companies are certified to ISO 22301 for business continuity.
