CUSTOMER SERVICE THAT MAKES THE DIFFERENCE
Customer Solution Experts: Because every customer interaction matters.
XELEO develops customised customer service and BPO solutions for companies that want to professionally outsource their customer communications, scale their service processes, and reduce the workload on their internal teams.
Customer Solution Experts: Because every customer interaction matters.
XELEO develops customised customer service and BPO solutions for companies that want to professionally outsource their customer communications, scale their service processes, and reduce the workload on their internal teams.
CUSTOMER SERVICE
THAT MAKES THE DIFFERENCE
16+ years of customer service experience | over 1 million customer interactions per year
over 150 employees | 10 languages | 4 key industries | 24/7 service, including holidays
16+ years of customer service experience
over 1 million customer interactions per year
10 languages | 4 key industries
24/7 service, including holidays
OUR SERVICES
Customer service as a multi-channel solution
across all touchpoints
Whether it’s an incoming inquiry, a callback, an open ticket, or a back-office process, XELEO provides support where customers expect quick responses and businesses need reliable assistance.
Inbound
We handle incoming customer contacts via phone, email, chat, and ticket systems. Depending on your needs, we work with flexible shared teams or dedicated teams specifically trained for your project.
Outbound
We professionally handle callbacks, NPS callbacks, service campaigns, follow-up support, and retention initiatives.
Back Office
We process tickets, emails, documentation, data maintenance, and operational steps directly within your connected systems.
AI & Automation
We use smart technologies to accelerate standard processes, support agents, and make customer service more efficient.
SERVICE LEVELS
TAILORED TO YOUR NEEDS.
Not every project requires the same level of support.
That’s why XELEO offers flexible service levels.
Call Handling
We professionally answer incoming calls, log issues as tickets, document them in full, and forward them to the appropriate team.
First Level Support
We handle simple and standardised inquiries directly. Depending on the project, we achieve a first-call resolution rate of approximately 85–90%.
Second Level Support
Our experts handle more complex issues, review tickets, support agents and reduce internal processing workload.
WHY
XELEO?
Because customer service requires more than just a friendly voice on the phone.
For over 16 years, XELEO has been supporting companies with professional customer service and BPO solutions. We focus on industries where customer communication is particularly demanding: telecommunications, energy supply, e-mobility and payment.
In these sectors, fast response times, technical expertise, clear processes, and reliable quality are essential. That’s exactly why XELEO builds teams and structures that are tailored to your company.
From the first analysis, through project setup, to ongoing quality assurance and transparent reporting, we guide you through the entire service process.
- 24/7 service in 10 languages
- In-house quality team
- In-house training programmes
- AI-supported service processes
- Technical flexibility
- Direct system integration
- Transparent reporting
- Expertise in working with major clients
- XELEO Academy
WHY XELEO?
Because customer service requires more than just a friendly voice on the phone.
For over 16 years, XELEO has been supporting companies with professional customer service and BPO solutions. We focus on industries where customer communication is particularly demanding: telecommunications, energy supply, e-mobility and payment.
In these sectors, fast response times, technical expertise, clear processes, and reliable quality are essential. That’s exactly why XELEO builds teams and structures that are tailored to your company.
From the first analysis, through project setup, to ongoing quality assurance and transparent reporting, we guide you through the entire service process.
- 24/7 service in 10 languages
- In-house quality team
- In-house training programmes
- AI-supported service processes
- Technical flexibility
- Direct system integration
- Transparent reporting
- Expertise in working with major clients
- XELEO Academy
QUALITY THAT IS NOT LEFT TO CHANCE
Through the XELEO Academy, we ensure service quality in a structured manner and continuously improve it.
Bronze to Diamond
Clear competency levels provide guidance, development opportunities and measurable quality standards.
Individual Development Plans
Agents are developed specifically according to project requirements, service goals, and quality metrics.
Regular Performance Reviews
Customer interactions are evaluated monthly, anomalies are documented, and next steps are determined.
Feedback & Coaching
Feedback sessions, refresher training, and individual coaching help to continuously improve technical expertise and service quality.
Exchange & Optimisation
In regular meetings, performance, feedback, and opportunities for optimisation are discussed and translated into concrete actions.
QUALITY THAT IS NOT LEFT TO CHANCE
Through the XELEO Academy, we ensure service quality in a structured manner and continuously improve it.
Bronze to Diamond
Clear competency levels provide guidance, development opportunities and measurable quality standards.
Individual Development Plans
Agents are developed specifically according to project requirements, service goals, and quality metrics.
Regular Performance Reviews
Customer interactions are evaluated monthly, anomalies are documented, and next steps are determined.
Feedback & Coaching
Feedback sessions, refresher training, and individual coaching help to continuously improve technical expertise and service quality.
Exchange & Optimisation
In regular meetings, performance, feedback, and opportunities for optimisation are discussed and translated into concrete actions.
CONTACT CENTRE FOR INDUSTRIES WHERE STANDARD SOLUTIONS ARE NOT ENOUGH.
Telecommunications, energy, e-mobility and payment involve complex products, technical questions, high volumes of inquiries, and sensitive customer interactions. This is exactly where customer service teams that understand these processes are needed.
CONTACT CENTRE FOR INDUSTRIES WHERE STANDARD SOLUTIONS ARE NOT ENOUGH.
Telecommunications, energy, e-mobility and payment involve complex products, technical questions, high volumes of inquiries, and sensitive customer interactions. This is exactly where customer service teams that understand these processes are needed.
Telecommunications
For high contact volumes, technical inquiries, contract and rate issues, service disruptions, and help desk support.
Energy supply
For utilities, grid operators, and energy providers. From billing and contract questions to outages and escalations.
E-Mobility
Customer communication in the areas of charging infrastructure, RFID activations, apps, billing, and technical issues.
Payment
For payment service providers and acquirers. From 24/7 terminal support and merchant support to technical issues, transactions and billing enquiries.
BPO THAT DOESN’T FEEL LIKE OUTSOURCING
Outsourcing your customer service doesn’t mean giving up control. It means having the right partner by your side.
XELEO takes over operational service processes in a way that integrates seamlessly into your business.
You retain control, and we handle the execution.
- Scalable teams
- Direct system integration
- Multilingual support
- Quality assurance
- Knowledge sharing
- Customised team models
- Workload reduction
BPO THAT DOESN’T FEEL LIKE OUTSOURCING
Outsourcing your customer service doesn’t mean giving up control. It means having the right partner by your side.
XELEO takes over operational service processes in a way that integrates seamlessly into your business.
You retain control, and we handle the execution.
- Scalable teams
- Direct system integration
- Multilingual support
- Quality assurance
- Knowledge sharing
- Customised team models
- Workload reduction
FROM THE FIRST BRIEFING TO THE ONGOING CUSTOMER SERVICE PROJECT.
XELEO guides the development of new service projects in a structured, transparent manner with clear responsibilities.
FROM THE FIRST BRIEFING TO THE ONGOING CUSTOMER SERVICE PROJECT.
XELEO guides the development of new service projects in a structured, transparent manner with clear responsibilities.
LET’S WORK
TOGETHER
LET’S WORK
TOGETHER
MORE DETAILS ON CUSTOMER SERVICE
How can customer service be outsourced efficiently? What does BPO cost in customer support? And when is automation really worth it? In our blog articles, we share experiences, trends, and concrete tips on customer service, BPO, and modern customer communication.
MORE DETAILS ON CUSTOMER SERVICE
How can customer service be outsourced efficiently? What does BPO cost in customer support? And when is automation really worth it? In our blog articles, we share experiences, trends, and concrete tips on customer service, BPO, and modern customer communication.
Inbound call centre: Efficient customer service over the phone
However, the telephone remains a key channel of communication for engaging with customers – particularly when prompt assistance and personalised advice are required. This is precisely where the inbound call centre comes into its own.
Outsourcing First- and Second Level Support with XELEO
In this blog post, we’ll give you an overview of First- and Second Level Support and show you how it can help maximise your company’s efficiency.
Customer Service KPIs: an overview
In this blog post, we provide a comprehensive overview of the most important KPIs in customer service and explain their relevance.
Industry solutions with real impact
With our bespoke solutions, we can meet the requirements of any sector. We specialise in telecommunications, energy supply and electric mobility.
Inbound call centre: Efficient customer service over the phone
However, the telephone remains a key channel of communication for engaging with customers – particularly when prompt assistance and personalised advice are required. This is precisely where the inbound call centre comes into its own.
Outsourcing First- and Second Level Support with XELEO
In this blog post, we’ll give you an overview of First- and Second Level Support and show you how it can help maximise your company’s efficiency.
Industry solutions with real impact
With our bespoke solutions, we can meet the requirements of any sector. We specialise in telecommunications, energy supply and electric mobility.
Customer Service KPIs: an overview
In this blog post, we provide a comprehensive overview of the most important KPIs in customer service, explain their relevance.
