Are you looking for an international call centre?
THEN YOU’VE COME TO THE RIGHT PLACE!
We’re all familiar with traditional call centres: centralised facilities where telephone-based communication services such as customer service, advice, sales or technical support for businesses are organised and handled. But what exactly is the difference between a national and an international call centre?
Whilst national call centres focus on local laws, a single language and specific customer needs, international call centres have to take a wide range of factors into account. The table below provides an overview of the key areas:
| Area | National call centre | International call centre |
|---|---|---|
| Data protection regulations | Uniform regulations, e.g. within a country | Different laws such as the GDPR (EU) or the CCPA (USA) |
| Languages | Focus on the local language | Multilingual support required |
| Infrastructure | Regional coverage | Global availability and time zone management |
| Customer requirements | Local preferences and customs | Diversity of cultural and geographical characteristics |
XELEO understands these complex requirements in the international arena and is your ideal partner for international projects.
5 reasons to choose XELEO as your international call centre
To give you a better overview of XELEO’s international services, we have identified 5 key requirements. Here is an overview:
These points are explained in more detail below:
1. Flexible and rapid set-up for international corporations
Our internal structure enables us to set up communications projects efficiently and swiftly. Short decision paths and a dedicated project lead mean there are no lengthy approval chains between your requirements and their implementation.
Because our software is configured rather than custom-developed for each client, we can map your individual workflows, escalation paths and quality criteria in a matter of weeks instead of months. Once a workflow has proven itself in one market, we replicate and localise it for the next, so international scaling doesn’t mean starting from scratch.
2. Experience with international companies and branches
With 18 years’ experience in customer service, particularly in the telecoms, energy, electric mobility and payments sectors, we work successfully with leading companies such as Magenta Telekom, oekostrom AG and Wien Energie.
These are regulated industries with high contact volumes, seasonal peaks and strict documentation requirements, so we understand the expectations of major clients from practice rather than theory. The international language barrier is no problem for us either: depending on the enquiry, our agents work in up to 10 languages, including German, English, Italian, French, Russian, Bosnian, Croatian, Serbian, Greek and Turkish.
3. Cloud infrastructure and 24/7 service
Our cloud technology decouples service quality from location. Agents at any of our sites can access the same systems, which allows us to cover different time zones, absorb volume peaks across locations and maintain service if a single site is unavailable.
Our platform integrates with common CRM and ticketing systems via standard interfaces, so your teams keep working in the environment they already know while enquiries are handled around the clock.
4. Personalised support and solutions
We develop bespoke communication solutions that are precisely tailored to your company’s needs, across the channels your customers actually use. You have a fixed contact in our management team who is responsible for implementation and ongoing development.
Transparent reporting on the KPIs that matter to you, such as service level, first contact resolution, handling times and customer satisfaction, plus regular reviews, means you always have a clear overview and a basis for joint decisions.
5. International Mindset and Team
With offices in Austria, Turkey, Croatia and Greece, and an international team, we work to shared standards regardless of location. The same training, quality assurance and processes apply at every site, which keeps the customer experience consistent and gives you flexibility in how capacity is distributed. Our aim is to be the preferred partner for companies that prioritise first-class customer service.
What you should know about XELEO
Since our foundation in October 2008, we have continued to grow and are now a leading customer service centre with around 150 staff members who handle approximately 1,000,000 customer enquiries each year. We take our services very seriously, because your customers are our responsibility!
We specialise in the telecommunications, energy, electric mobility and payments sectors and offer comprehensive solutions for both inbound calls and written customer support via email, chat and other channels.
Our mission is to deliver personalised and sustainable customer service solutions. With state-of-the-art technology and a highly trained team, we strive to exceed your expectations, build trust and establish a long-term partnership.
If you are looking for an international call centre that understands and meets your requirements, XELEO is the right partner for you.
Contact us now to discuss your next project together. Feel free to send us an enquiry via our contact form or contact us directly on +43 2742/28520. We look forward to working on your project!
