Outsourcing Call Center Services
we provide end-to-end call center outsourcing for companies serving European and international markets. Every service below is available in 9+ European languages, across phone, email, live chat and messaging — delivered by agents trained on your product and processes, working inside your systems, under GDPR-compliant data handling.
Whether you need a full customer service operation, seasonal overflow cover, after-hours support or a dedicated outbound campaign, we assemble the team, train it on your brand and take it live within days.
OUTBOUND CALL CENTER SERVICES
TELEMARKETING & LEAD GENERATION
B2B and B2C outbound campaigns in your customers’ native languages. Our agents qualify leads, present your offer and hand over warm prospects to your sales team — with per-campaign reporting on reach, conversion and cost per lead.
APPOINTMENT SETTING
We fill your sales team’s calendar with qualified meetings. Native-language callers reach decision-makers, handle objections and confirm appointments directly in your calendar system.
ORDER PROCESSING, UPSELLING & CROSS-SELLING
We confirm orders, recover abandoned carts and add revenue on every call through structured upsell and cross-sell scripts — measured by average order value, not just call count.
MARKET RESEARCH & MYSTERY SHOPPING
Telephone and web surveys across Europe and beyond, run on professional CATI/CAWI methodology — plus mystery shopping programs to test and improve your own customer service. Our research clients have stayed with us since 2006, with studies delivered across Europe, Mexico and South Africa.
INBOUND CALL CENTER SERVICES
MULTILINGUAL CUSTOMER SUPPORT
Around-the-clock inbound support in 9+ languages: inquiries, complaints, order status, returns and account questions — by phone, email, live chat and messaging. First-line technical support included: our agents troubleshoot product and service issues against your knowledge base and escalate only what truly needs your team. Quality is tracked per language, with CSAT and first-contact-resolution targets built into every SLA.
BACK OFFICE SERVICES
Data entry, order management, document processing, content moderation, CRM housekeeping and other routine operations that consume your team’s hours. We take over the repeatable work under agreed turnaround times and quality standards, so your staff focuses on what actually grows the business.
WHO WE WORK WITH
E-commerce & Retail — order support, returns and peak-season overflow across all your European markets.
SaaS & Technology — first-line technical support and onboarding help in your users’ languages.
Manufacturing — spare-parts requests, order processing and first-line technical triage for distributors and end customers.
Market Research Agencies — multi-country CATI fieldwork with 20 years of methodology experience.
Non-Profits — fundraising and donor-care campaigns (our longest-running client category — since 2007).
At CallTech, we ensure uninterrupted operations by utilizing a robust broadband Internet connection supported by two different providers. This dual-provider setup significantly reduces the risk of connectivity issues, ensuring seamless and reliable communication. Additionally, our modern wireless communication infrastructure further minimizes the risk of losing Internet access due to line problems, keeping our services consistently reliable for your business needs.
At CallTech, we leverage advanced VOIP technologies to ensure high-quality voice communication across most destinations. Our telephony infrastructure includes a backup telephone provider, eliminating downtime in case of technical issues with our primary provider. Our integrated IVR system facilitates optimal routing and automation of both incoming and outgoing calls, enhancing efficiency. Additionally, our PBX system is designed to manage large volumes of calls safely and effortlessly, ensuring seamless communication for your business.
At CallTech, we are proficient in handling a wide range of web applications, utilizing both client-provided and proprietary CRM software to meet your needs. Our in-house developed Workforce Management (WFM) system ensures efficient and effective management of human resources in real-time. We guarantee real-time performance monitoring, providing clients with comprehensive statistics and analytics to enhance decision-making. Security and Privacy Customer security is our utmost priority. We employ robust hardware and software solutions to protect against viruses and other potentially harmful programs, significantly reducing the risk of data loss. Additionally, we are committed to maintaining a high level of privacy, ensuring that your valuable information is always secure.
All systems operate under GDPR-aligned security policies: role-based access, agent NDAs, and data processing agreements signed with every client.
HOW WE LAUNCH YOUR PROJECT
1. Discovery (day 1–2). We map your languages, channels, volumes and tools, and agree KPIs and SLA.
2. Team & Training (days 3–7). We assign agents per language and train them on your product, tone of voice and escalation rules.
3. Integration & Test. Agents get access to your helpdesk/CRM; we run test contacts before going live.
4. Go Live & Improve. Live monitoring, per-language quality scorecards and monthly reporting — with capacity that scales up or down as your volumes change.
FREQUENTLY ASKED QUESTIONS
Which services can be combined in one contract?
Any of them. Most clients combine inbound customer support with back office work, or customer support with periodic outbound campaigns — one contract, one SLA, one point of contact.
Do you offer 24/7 and after-hours coverage?
Yes. We staff around-the-clock schedules as well as after-hours and weekend-only cover for companies that keep daytime support in-house.
Can we start small?
Yes — most partnerships start with a pilot of just one or two agents on a single language. You scale only after the pilot proves the quality and the economics.
Who owns the data and reporting?
You do. We work inside your systems wherever possible, and every engagement includes a GDPR data processing agreement.
Do you handle both B2B and B2C?
Yes — B2C support and sales for e-commerce and services, and B2B campaigns (lead generation, appointment setting, research) for agencies and manufacturers.
