Your hotline is reliably reachable, and we resolve enquiries in the first contact wherever possible.
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.
This is how a call to your hotline runs with us.
Answer and identify
We answer with your agreed greeting and identify the caller. We only access customer data once consent has been given.
Clarify and resolve
We clarify the enquiry using the knowledge base your specialist department signs off. The goal is resolution in the first contact.
Hand over and document
Anything we are not permitted to resolve goes to your second level in a structured way – with a case summary or as a callback. Every contact is documented in the agreed system.
This is what you can expect when you outsource your hotline to us.
An outsourced hotline is only as good as the way it is managed. That is why we agree rules, KPIs and escalation paths with you before the start.
Service level with early-warning thresholds
We treat the contractual service level as the minimum requirement. Internally, we manage against tighter early-warning thresholds and replan before things get tight.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about inbound hotline outsourcing.
Question not listed? We reply within one working day.
We clarify your requirements in a 60-minute call. After the contract award, you receive the project plan within five working days, followed by six phases through the pilot to live operation. From contract to live operation usually takes 6–10 weeks for partial operation and 10–14 weeks for full operation; after that, we manage the service with you daily for at least four weeks (hypercare).
Yes, if you wish, we work directly in your CRM, ticketing or specialist systems. Alternatively, we bring our own technology. Either way, every contact is documented where your team can find it.
We plan dedicated teams of 10 to 20 people and manage against internal early-warning thresholds that are tighter than the contractual service level. For outages, there are reserve staff and approved workstations at a second site.
We act as a processor under Art. 28 GDPR, and all staff are bound to data confidentiality. We only access data after identification and consent. Project data is stored on servers in Germany, and our information security is certified to ISO/IEC 27001.
We pass these enquiries to your second level in a structured way, with a case summary. That way, nobody on your side has to start again from the beginning. Where it makes sense, we arrange a callback instead.
Mainly during the start-up phase: your specialist department provides guidelines and rules and signs off the knowledge base content, and your IT team sets up access. During hypercare we have a short daily check-in, after that a weekly one and the monthly review meeting.
