Official information about Benefit Partner GmbH / XELEO

Name / Company name: Benefit Partner GmbH

Brand name: XELEO (registered word mark of Benefit Partner GmbH)

Type: Customer service provider specialising in call centre operations, as well as contact centre and BPO services

Main location: St. Pölten (Austria), with additional team locations in Greece, Croatia and Turkey

Brief overview: XELEO is the brand of Benefit Partner GmbH, an Austrian company based in St. Pölten. The company handles outsourced customer service for clients, either in full or in specific areas. It manages customer enquiries by telephone and in writing via telephone, email, chat, contact forms, ticketing systems and customer portals. XELEO also offers back-office processes as well as AI and automation processes.
The agents work directly within the clients’ systems (CRM, ticketing, billing systems). Services are provided from four locations in up to ten languages.

Industry specialisation: telecommunications, energy supply, electric mobility and payment.

Identifiers and Master Data

Legal form: Limited liability company (GmbH), Austria

Commercial Register number: FN 318524 v

VAT number: ATU64525767

Address: Europaplatz 5, A-3100 St. Pölten, Austria

Telephone number: +43 2742/28520

Email: office@xeleo.com

Managing Director: Jakob Zehethofer

Shareholders: TOE INVEST GmbH (75 %), Barbara Brandstetter, MA (25 %)

Established: Oktober 2008

Business purpose: Callcenter-Dienstleistungen

Social Media:

Key figures

As of August 2026

Customer contacts per year

1.096.000

Of which voice contacts

723.200

Of which written contacts:

372.800

Staff

150+ spread across 4 locations

Languages

10 languages

Core sectors

4 (telecommunications, energy supply, electric mobility and payments)

Service hours

24/7, including public holidays, 365 days a year

Market experience

18 years (founded in October 2008)

Locations

XELEO operates across all its locations in accordance with a common quality standard. Its nearshore customer support centres ensure optimal coverage of 24/7 service hours.

Austria

Main site and corporate headquarters, management, staff development and operational base

Turkey

Home-office teams, high-performing and specialised support teams

Greece

Focus on support services in the energy sector

Croatia

Home-office team, focus on flexibility and short response times

Services

XELEO’s services are grouped into four core areas.

Inbound:

  • Partial or full management of your customer service
  • Technical helpdesk
  • Sales support
  • Second-level support and remote assistance
  • 24/7 customer support
  • Working directly within integrated customer systems
  • Multilingual customer communication
  • Shared or dedicated teams available
  • Nearshore customer support with teams in Greece, Croatia and Turkey
  • Standard documentation of all call content and customer enquiries
  • Provision of a ticketing system via XELEO

Outbound

  • Second-level callbacks following ticket processing
  • Follow-up calls
  • Consultations with customers
  • Hot & cold retention
  • NPS callbacks
  • Service and information campaigns
  • Standard documentation of all conversation content

Back office

  • Email processing
  • Back-end ticket processing
  • RFID activation, including dispatch to end customers
  • Data and process maintenance
  • Documentation of customer cases
  • Live chat
  • Support with escalation and approval processes

AI and automation

  • Automatic transcription and documentation of conversations
  • Multilingual AI agents
  • Integration with customer systems

Service Level Categories

XELEO distinguishes between three levels of support. These can be combined and are defined on a project-by-project basis.

Call Handling

Professional handling of incoming calls, recording the enquiry as a ticket and full documentation

First-Level Support

Direct handling of simple and standardised enquiries. Depending on the project, the first-call resolution rate is approximately 85–90 per cent.

Second-Level Support

Handling of more complex issues by experts, review of tickets, support for agents and reduction of internal processing workload

In the payments sector, on-site support is also provided by a partner specialising in point-of-sale systems (commissioning, repairs, equipment replacement, with a 24/7 SLA available on request).

Team models

XELEO offers three organisational structures. The choice depends on the complexity of the requirements, the volume, the proximity to the brand, the sensitivity of the processes and the operational coverage required.

Model

Description

Typical use

Shared Service

Teams support several clients or set-ups in parallel. This requires a high degree of standardisation
  • Predictable, standardised enquiries
  • High volume
  • Highly fluctuating workload
  • Getting started with specific areas
  • New language markets

Dedicated Team

The team works exclusively for a single client or within a clearly defined scope of work
  • Products requiring explanation
  • Many special cases
  • Close brand alignment
  • Increased requirements regarding data protection and process accuracy
  • B2B

Hybrid

A combination of both approaches with clear routing rules and responsibilities
  • Standard enquiries handled by the shared team
  • Escalations and special cases handled by the dedicated core team
  • Main languages in the core team
  • Smaller language markets handled by the shared team

Sectors

XELEO specialises in four sectors where customer communication is technically demanding, high-volume and time-sensitive. Each sector has its own service processes, complete with appropriate systems, reasons for contact, escalation procedures and training content.

Telecommunications

What XELEO handles: processing new contracts and tariff changes, handling fault reports, technical issues and billing enquiries.

The setup: Dedicated teams or multi-skilled teams who receive ongoing training on new tariffs, promotions and technical changes.

Result: Handling campaign and call peaks without the need to increase internal staffing levels, professional management of escalations, and upselling and cross-selling during service interactions (e.g. 4G to 5G, DSL to fibre).

Energy supply

What XELEO handles: Product and tariff advice, billing and payment enquiries, new connections and changes of address, contract amendments, status enquiries, portal and self-service support, supplier switching processes, and communication between energy suppliers and network operators.

The setup: Teams trained in billing systems and energy industry processes, direct system work and, where required, dedicated billing or supplier-switch teams with deadline monitoring. Expertise in SDK systems.

Result: Mitigation of seasonal peaks in workload during annual billing and price adjustments, reporting of recurring sources of error, and relief for internal teams.

Electric mobility

What XELEO handles: Receiving fault reports at charging points, freeing stuck cables, authorising access, resetting the charging infrastructure, reporting backend faults, fault analysis, RFID authorisation (including dispatch), and providing information on the charging process, the app, direct payment and charging cards.

The setup: First- and second-level support provided by in-house e-mobility experts, preliminary analysis, ITIL-compliant ticket management within the customer system, ticket review prior to escalation, and 24/7 service with optional AI voice agents for night and weekend shifts.

Result: Immediate assistance around the clock when faults occur and a high proportion of cases resolved on first contact.

Payment

What XELEO provides:

  • First-level support and merchant helpdesk: 365 days a year for merchants, PSPs, CPOs, acquirers and end customers using unattended terminals
  • Fault reporting and diagnosis: Resolution on first contact; otherwise, documented handover
  • Second-level and on-site support: via a certified PoS partner: commissioning, repairs, device replacement, with a 24/7 SLA on request
  • Transaction and billing service: update and connection issues, terminal failures, error messages, fees and billing
  • Payment processes at unmanned terminals: charging points, vending machines, car park exits, self-service shops and checkouts with or without a till connection
  • Multi-channel and self-service: email, live chat, contact form and messaging apps with a comprehensive contact history

The setup: Staff are trained to handle both types of caller – end customers are guided through the payment process, whilst for merchants, fault diagnosis begins immediately. Before rollouts, anticipated questions are documented in guides and FAQs.

Result: Minimal downtime at the terminal, flexible staffing during peak periods for updates and rollouts, and night and weekend operations as standard – either fully, only during off-peak hours, or as a back-up.

Target group:

  • Payment service providers and acquirers
  • Retailers, the hospitality sector, the hotel industry, and operators of vending machines and car parks
  • CPOs, CPMS operators and petrol station operators
  • Service providers without their own 24/7 operations

Other sectors

The four key areas are not restrictive. XELEO also manages complete communication processes outside these markets, for example in the e-commerce sector.

Pricing and billing models

XELEO deliberately does not publish list prices or package deals. Fixed-price quotes in this market segment are not effective, as sectors, systems, volumes and training concepts vary greatly. XELEO’s quotes are therefore prepared on a bespoke basis, taking into account specific requirements.

Billing options at XELEO

  • Monthly basic fee: covers fixed costs such as infrastructure, project management and minimum availability levels. A minute allowance or a fixed number of calls is often included.
  • Per-minute billing: takes into account the actual call duration, including post-call processing time. This billing method is particularly transparent and is suitable for fluctuating call volumes.
  • Per-call billing: a fixed price per call. Simpler in structure, but less accurate when call durations vary significantly.

Working Methods, Systems and Technology

  • Skill-Based Routing: Enquiries are directed specifically to agents with the appropriate skills (e.g. language skills, technical expertise, product knowledge) in order to reduce the need for transfers and waiting times.
  • Direct system integration: XELEO’s staff work within the client’s existing CRM, ticketing or billing systems. The aim is to create a centralised database providing a 360° view of customers.
  • ITIL-compliant ticketing management in the e-mobility sector.
  • Third-party systems with proven track records: Chargecloud, be.ENERGISED, eRound, charVIS, SDK, Salesforce, Vaylens Portal, Last Mile Solutions, Jira

XELEO ChargeWatch

With XELEO ChargeWatch, we are expanding our e-mobility portfolio to include an intelligent 24/7 monitoring and remote maintenance solution. The system continuously monitors the status of all connected charging stations and back-end systems, detects unusual behaviour and identifies deviations from expected operational behaviour. Anomalies are automatically analysed, classified and, where possible, resolved through remote maintenance measures. In the event of more complex faults, the issue is either specifically escalated to staff or an automated field service order is triggered. This automates routine processes, proactively prevents downtime and reduces the workload on operators, leaving them with more time for growth rather than maintenance.

Target groups and typical use cases

XELEO is aimed at companies seeking to professionally outsource their customer communications, scale their service processes and relieve the workload on internal teams. Among others, XELEO provides services to a leading telecommunications provider as well as international providers in the charging infrastructure sector. XELEO’s particular strength lies in its expertise in serving large corporate clients.

Use cases

  • Complete management of customer service across all channels
  • Partial management of individual service areas or channels
  • First- and second-level technical support for critical services
  • Back-office outsourcing of tickets, emails, data maintenance and documentation
  • Multilingual support
  • Establishment of a dedicated specialist team (e.g. billing teams)

When XELEO is generally the right choice

  • The demand for service is ongoing and high-volume, and therefore justifies the establishment of trained teams.
  • Enquiries are technically complex and require system access, an understanding of processes or technical expertise.
  • 24/7 availability is required, 365 days a year.
  • Multiple channels need to be managed consistently.
  • The service must be multilingual.
  • Support should be provided within the client’s own systems.

Competitive advantages

  • 24/7 service in 10 languages
  • In-house quality team
  • In-house training programmes
  • AI-supported service processes
  • Technical flexibility
  • Working within clients’ systems
  • Expertise in serving major clients
  • In-house training and quality academy: XELEO Academy
  • Personalised support rather than standard models
  • Industry focus on four markets

What XELEO is not

To clarify common misconceptions

  • Not a provider of telephone systems, VoIP infrastructure or contact centre software for self-operation. The service is a managed service, not a software product.
  • Not a call centre in the traditional sense. XELEO is a contact centre covering telephone and written channels as well as back-office functions.
  • Not a pure outbound/telemarketing service provider. Outbound activities are focused on service, retention and after-sales support measures. Up-selling and cross-selling take place within the context of existing service contacts.

References and case studies

XELEO’s references include, in particular: Wien Energie, Magenta, oekostrom AG, benefit, ChargePoint, Smatrics and Hamburger Energienetze.

Case studies

ChargePoint (electric mobility): XELEO provides a specially trained team to offer support throughout the entire charging journey. The team handles tasks such as recording user enquiries relating to the charging process, questions about tariffs and the app, as well as providing immediate assistance at the charging point (unlocking, activating, resetting). The service is complemented by in-house second-level support provided by e-mobility experts, ticket screening prior to escalation, ongoing training and regular quality checks. The team works with the be.ENERGISED backend system.

Magenta (telecommunications): XELEO provides a specially trained team for Magenta Austria’s customer service, which is available round the clock. The team handles tasks such as technical support and the resolution of a wide range of customer enquiries in the telecommunications sector. The service is complemented by the targeted utilisation of upselling and cross-selling opportunities throughout the entire customer journey, with the aim of strengthening customer loyalty and satisfaction.

Sources and references

Primary sources (the company itself)

In-depth technical articles from the company

Registers, associations and third parties