XELEO at a glance: the comprehensive guide to our customer service and contact centre solutions

Modern customer service is more demanding than ever: customers expect quick responses, the ability to get in touch via various channels, and real-time technical support. In some sectors, round-the-clock availability is also a prerequisite for customer satisfaction.

At the same time, it is essential that service teams work efficiently, that processes are measurable, and that no information is lost.

This is exactly where XELEO comes in. As a Customer Solution Expert, XELEO can take over your company’s entire customer service operation, or just specific parts of it. We develop bespoke communication solutions that integrate seamlessly into your processes.

Customer Solution Experts – One-stop communication solutions

XELEO is your all-round partner for customer communications. We are your partner for inbound and outbound customer service. We focus in particular on two areas:

• Voice (inbound calls): Answering and handling incoming calls
• Written (written communication): Handling emails, chats and other written channels

Business Process Outsourcing: Outsourcing customer service the smart way

BPO in customer support refers to the outsourcing of customer service processes to external, specialised service providers. This can include both written and telephone enquiries from customers. As a BPO partner, XELEO covers the following areas, amongst others:

• Call centre service: we answer your calls and deal with customer enquiries directly. On request, this can also include up-selling and cross-selling.
• Technical Support and Helpdesk: our staff are the first point of contact for technical enquiries. We specialise in the energy and e-mobility sectors.
• Ticketing, multi-channel communication and complaint management: so that you can offer your customers the best possible customer service across all touchpoints.

Your company benefits from numerous advantages:

• Cost-effective scaling of your customer service
• 24/7 availability without the need for additional staff
• Seamless multi-channel support from customer service experts

Multi-channel and omnichannel customer service with XELEO

Customers contact businesses in a variety of ways – by telephone, email, chat, social media or via your customer portal. A modern customer service system must not only offer these channels, but also integrate them effectively.

XELEO is your partner for multi-channel solutions and helps you set them up and expand them. Calls, written enquiries and digital contacts are managed in such a way that response times are met and processes are clearly documented.

Service hours & languages: As flexible as your customers

From traditional 9-to-5 hours to round-the-clock availability, e.g. for the energy and electric mobility sectors. Thanks to our international presence, with our headquarters in Austria, we can handle enquiries in several languages, including German, English, Italian and French. In total, we cover 10 languages, making us ideal for companies that operate internationally.

Your contact centre with XELEO: Structured communication across all channels

First things first: what exactly is a contact centre? A contact centre consolidates all incoming customer enquiries, whether by telephone or in writing. Unlike a traditional call centre, which often focuses solely on telephone calls, a modern contact centre takes a cross-channel approach. At XELEO, we handle both written and telephone-based customer communication.

Voice Communication: professional handling of all customer calls

Our service experts handle the entire processing of incoming calls:

• Answering all calls in accordance with defined guidelines
• Processing calls according to clear procedures directly within your systems
• Handling high volumes, e.g. during campaigns or at seasonal peaks

Typical areas in which we are able to assist our customers include contractual matters and the conclusion of contracts, queries regarding invoices and tariffs, faults and technical issues, as well as product advice and orders.

Written Communication: efficient handling of all written enquiries

Here, XELEO handles all written customer enquiries, from emails and chat to other digital channels. Where appropriate, we utilise automation in the handling process so that our trained staff can focus on more complex issues. Should enquiries require more specialised knowledge, they are systematically forwarded directly to the relevant departments.

The typical process is as follows:

1. Receipt of the enquiry (e.g. email, form, chat)
2. Prioritisation by urgency and subject
3. Processing in accordance with defined guidelines and templates
4. Documentation in your CRM or ticketing system

The benefits for businesses: reduced workload for internal teams, clearly defined response times and a consistent brand and communication style across all channels.

Technical customer support: Round-the-clock support for critical services

As customers frequently contact companies by telephone or in writing with technical enquiries, we at XELEO also offer first- and second-level support as an outsourced service.

Thanks to round-the-clock availability and clearly structured processes, we achieve a high first-contact resolution rate, meaning a high proportion of enquiries are resolved immediately upon first contact. This is particularly crucial in the field of electric mobility, as breakdowns require immediate assistance.

How XELEO works: an overview of routing, systems and workflows

Skill-based routing – the right enquiry to the right agent

With skill-based routing, incoming enquiries are not distributed at random, but are directed specifically to those agents who possess the relevant skills, e.g. language skills, technical expertise or specialist product knowledge.

This results in fewer transfers, shorter waiting times and higher customer satisfaction, as enquiries are resolved more quickly and competently.

CRM Integration & System Architecture

XELEO operates directly within your systems, such as your existing CRM or ticketing system. This creates a centralised database where all contacts, cases and histories are consolidated.

Benefit:

• 360° view of customers
• Consistent documentation
• Foundation for detailed analysis and optimisation

SLAs, Workflows & Tools

Service Level Agreements (SLAs) play a central role in professional customer service. These include, amongst others:

• Response times (e.g. time to first reply)
• Availability (e.g. service level for telephone support)
• Resolution rates (e.g. FCR)

XELEO works with you to define the appropriate SLAs and sets up tailored workflows, tools and reporting structures.

Quality Assurance, Training & Coaching

Quality is not a matter of chance. That is why we focus on:

• ongoing training
• regular coaching and
• the continuous professional development of our staff

Through monitoring, feedback loops and targeted coaching measures, we ensure that service quality is not only achieved but also maintained and improved over the long term.

Reporting & KPIs in Customer Service

A professional setup requires measurability and transparency. Key performance indicators in customer service include:

• FCR (First Contact Resolution) – the proportion of enquiries resolved at the first point of contact
• Service Level – e.g. the percentage of calls answered within a target time
• AHT (Average Handling Time) – average handling time
• CSAT, NPS – satisfaction and loyalty metrics

Key sectors: Specialised expertise for complex markets

At XELEO, we support a wide range of sectors, but we have specialised in four areas in particular:

• Telecommunications
• Energy supply
• Electric mobility
• Payments

Here you will find a brief overview of what we can offer these sectors. Would you like more detailed information? At the end of each section, you will find a link to further information.

Telecommunications

In the telecommunications sector, XELEO supports, amongst others, a leading telecoms provider dealing with high contact volumes and complex issues. Typical enquiries often include contract sign-ups and tariff changes, fault reports and technical problems, as well as billing and invoicing queries.

Thanks to multi-channel support (telephone, email, chat) and efficient routing, we can reliably handle even large volumes and provide high-quality customer service at all times.

Energy Supply

In the energy supply sector, XELEO supports energy suppliers with, amongst other things:

• Advice on products and tariffs
• Billing and payment enquiries
• Support with online portals and self-service solutions

As call volumes in this sector often fluctuate seasonally, the ability to flexibly manage peaks is a key added value.

Electric mobility

Electric mobility is a rapidly growing sector with high demands on support and response times. XELEO offers the following:

• 24/7 technical support for charging infrastructure and platforms
• Assistance with faults, login details and billing queries
• High First-Call Resolution (FCR) thanks to specialised service teams

With XELEO, you can guarantee a positive service experience, enabling you to improve customer loyalty and your brand reputation in the long term.

Payment

Payment terminals, particularly self-service payment processes such as those at charging points or vending machines, are becoming increasingly common. Enquiries received by merchant and customer support teams are wide-ranging and require genuine expertise. XELEO provides support in this area, including:

• 24/7 first-level merchant helpdesk
• Terminal lifecycle and device logistics
• Fault and error diagnosis

We specialise in sectors where payment terminals and the various connections to charging points, vending machines and POS systems are part of day-to-day operations. We are therefore a partner with experience of high volumes, in-depth technical expertise and who stands by your side from the initial briefing right through to day-to-day operations.

Warum XELEO? Alle Vorteile auf einen Blick

• Personalised support & bespoke solutions
  We specialise in bespoke communication solutions that are precisely tailored to the requirements of each sector and individual company.
• Sector focus & expertise in key accounts
  With 18 years’ experience and a focus on telecommunications, energy, electric mobility and payments, XELEO has in-depth knowledge of the challenges facing these markets and offers the optimal solutions.
• Training, coaching & strong teams
  Through continuous professional development and coaching, XELEO ensures strong, stable service teams that excel both technically and in communication.
• Transparent reporting & key performance indicators
  We ensure you have full transparency over your outsourced customer service. You benefit from clear reports, KPI dashboards and regular coordination meetings.
• International Mindset & Languages
  With four locations and an international team, XELEO offers multilingual support with a global mindset.
• Long-Term Partnerships on Equal Terms
  Our aim is not short-term projects, but long-term partnerships: exceeding expectations, building trust and growing together, that is our commitment.

Partnership with XELEO: Your path to scalable customer service

1. Initial contact & consultation
   The first step involves a needs analysis: Which channels need to be managed? What are the volumes and peak times? What service hours and languages are required? Which KPIs need to be achieved?
   This forms the basis for the next steps.
2. Concept Phase & Set-up
   Based on this analysis, XELEO develops a bespoke communication concept tailored to the industry, target audience and system landscape. This includes defining processes and workflows, establishing SLAs and quality targets, and planning interfaces with CRM, ticketing and telephony systems.
3. Training & Onboarding
   Before go-live, the service teams receive targeted training on your products and services, processes, tools, tone of voice and brand values. Our staff undergo structured training as well as a pilot phase to test and optimise processes.
4. Go-live & ongoing operations
   Once everything is running smoothly during the pilot phase, we move into regular operation. Here too, processes are continuously optimised based on key performance indicators and ongoing feedback. You will receive regular reports to ensure you always have a clear overview.
5. Scaling & Further Development
   If volumes increase, new markets are added or further channels are required, the service can be flexibly scaled in collaboration with XELEO. Additional languages or the integration of further touchpoints can be added at any time as required.

Success Stories: Customer Service Projects with XELEO

XELEO helps a wide range of clients take their customer communications to the next level. Here you will find an overview of current use cases.

Telco: Multi-channel service for a leading telecoms provider

XELEO handles key aspects of customer service for a major telecoms provider, focusing on:

• high contact volumes
• multi-channel service (telephone, email, chat)
• sensitive issues such as service disruptions and contract queries

This allows us to take the pressure off specialist teams and ensure that no enquiries are missed, even at peak times.

Electric mobility: Round-the-clock support for charging infrastructure

In the field of electromobility, XELEO supports companies with, for example:

• Fault reporting and immediate assistance at charging points
• Technical support for end customers
• 24/7 hotlines in critical situations

For our client Chargepoint, we have put together a specially trained team that provides high-quality support at all times. Clear processes and multilingual support ensure optimal service quality throughout the entire charging journey.

Energy supply: Customer service for energy suppliers

For energy suppliers, XELEO typically handles:

• Enquiries about tariffs and products
• Support with billing and payment queries
• Assistance with switching processes and portal access

With our in-depth expertise in SDK and many years’ experience in the energy sector, we can respond flexibly to changes and guarantee a high standard of service even at peak times. Our staff are available to assist customers not only by telephone but also via customer portals.

Rondoro Use Case: Centralising processes

Another real-world example is the partnership with Rondoro:

XELEO centralises all communication processes for the customer in one place, handling the reception and processing of incoming calls and emails – for example, regarding orders, personalisation requests or general enquiries. Specially trained service staff ensure that every enquiry is answered appropriately and in line with the brand.

Here’s what Rondoro has to say about working with XELEO:

“Working with XELEO is a key element in our efforts to offer our customers a fantastic shopping experience and excellent service. What convinced us most of all was the combination of technical expertise, personalised advice and first-class service quality. XELEO handles our customers’ requirements professionally and competently across all channels. We value this partnership and the commitment with which the XELEO team supports our goals.”

Let’s work together! Outsource your customer service with XELEO

Are you interested in working with XELEO? If so, please do not hesitate to contact us. During our initial meeting, we will draw up a personalised quote tailored to your requirements.
You can reach us on 02742/28520 or in writing via our contact form. We look forward to hearing from you!