We take over one channel, one time window or your entire customer service.
German-language customer service from Romania for the DACH region: phone, digital channels and back office, individually or as a full operation.
Inbound hotline
German-speaking customer service advisers run your service hotline – on weekdays from 8 am to 8 pm or around the clock. We work in your systems or with our own technology, and project data is stored on servers in Germany.
View →Customer serviceOutbound and callbacks
As your outsourced outbound team, we handle scheduled callbacks, follow-ups on missing documents and contacts with existing customers. Cold calling is not part of it: every call needs a documented legal basis.
View →Customer serviceOverflow and peak load
Letters sent out, price changes, the turn of the year or a system outage: our prepared overflow team takes over according to your rules and documents in your system. From contract to live operation usually takes four to six weeks.
View →Customer service24/7 service
We run your service around the clock, 365 days a year, or extend your opening hours into the evening and the weekend. At night, the same sign-offs, quality rules and data protection requirements apply as during the day.
View →Customer serviceDoctor appointment service
For statutory health insurers, Associations of Statutory Health Insurance Physicians (KVs) and other healthcare companies, we arrange appointments with specialists, GPs and paediatricians in private practice as well as outpatient hospital treatment. Requests and feedback run through a password-protected web portal or an API.
View →Digital channelsEmail and correspondence
We handle enquiries by email, contact form or letter in your ticketing system or with our own technology. Every reply is documented, every deadline recorded.
View →Digital channelsLive chat
Our chat team answers questions on your website or in your customer portal and guides users through forms and processes. We work in your chat system or bring our own technology.
View →Digital channelsMessaging and social media
We handle messages via WhatsApp, Facebook and Instagram under the same rules as phone and email. We agree with you in advance what is answered publicly and what belongs in a protected channel.
View →Digital channelsVoicebot and self-service
Not every enquiry needs a conversation, for example questions about opening hours, forms or who is responsible. We work with you to assess which enquiries are suitable for a voicebot or self-service, based on your actual contact reasons.
View →Back officeCase processing
Social insurance specialists and data entry clerks process applications, reimbursements, objections and master data directly in your systems. You set the authorisations and checks; sensitive cases are reviewed under the four-eyes principle.
View →Back officeInbound mail and scanning
We digitise incoming letters, forms and receipts, classify them by your categories and record the agreed data. Your case processing therefore starts with complete, easy-to-find cases.
View →Back officeComplaint management
We take complaints by phone, email, letter, live chat and messaging, clarify them according to your guidelines and document every step. We analyse recurring causes so that fewer complaints arise in future.
View →Back officeQuality monitoring
Contractual service levels are our minimum requirement; internally, we work with tighter early-warning thresholds. Sampling, coaching and a monthly report make quality verifiable for you.
View →
