Combining technology and people to deliver efficient Customer Service

Low cost, high quality

Our training and QA processes produce best-in-class Average Handling Times (AHTs). Our rigorous training and QA means our agents carry more autonomy to deliver your customer service.

Rapid scaling up and down

As eCommerce experts, we understand the peaks and troughs of online retailing and are experienced at rapidly scaling up and down according to client sales volumes.

Driving customer lifetime value

By bringing the human element to customer interactions, we turn enquiries into cross-selling and upselling opportunities, increasing order values and conversion rates.

Efficiency through technology

We use technology to seamlessly support our global team, allowing us to optimise the customer service experience and pass the benefits on to you and your customers.

A selection of our clients

Services

We offer a complete multilingual customer service

Our services help clients proactively drive lifetime value across the full customer journey – from brand awareness through to brand advocacy – whether it’s Sales, Customer Service or BPO.

Proactive customer engagement

Omnichannel
customer service

Back-office
Support

Our Multilingual Customer Services

Mapped against your customer journey

Trust building

Awareness and Activation

Purchase

Customer Service and Support

Retention

Monetization and Advocacy

About

Who are we?

Founded in 2015, Newstel is a high quality contact centre based in Hamburg, Germany.

Newstel offers a complete multilingual customer support operation on demand. Our highly trained team – ready to answer tickets 24/7/365 – undergo regular retraining to keep them on the ball and ready for any eventuality. We operate an elastic pay-as-you-go pricing system.

No task is too complex for Newstel. Just tell us what you require, and we’ll see that it’s done We have the technology and the expertise to keep your customers happy and your business running smoothly.

Besides our headquarters in Hamburg, Germany, we also have contact centers in Manila, the Philippines and Istanbul, Turkey. To ensure European quality standards apply across the entire organization, our regional quality managers work hand in hand with the quality control team in our Hamburg headquarters.

Our 100 plus employees – native speakers from all over the world– regularly receive instruction based on the customer service guidelines we have developed with you, thus leaving them perfectly equipped to represent your brand when communicating with your customers.

Countries

supported

95

Languages

spoken

12

Our employee

attrition rate

4%

Industies we

work with

7

Our Values

We shape ourselves around what you, the client, needs and can adapt quickly to change

Making things simple and doing things efficiently is our key to a highly motivated and productive team

We invest in our team so they have extensive opportunities for growth, training and development

We are dedicated to enhancing customer satisfaction and building strong customer relationships

Newstel Offices

Newstel HQ

Hamburg, Germany

Our European HQ is our account management centre of excellence – ensuring communications work to the same hours as you.

Multilingual CX

Istanbul, Turkey

English CX

Manila, Philippines

Technology

Seamless integration using in-place solutions or we can help you select and deploy new tools.

Pricing

We offer simple tiered all-inclusive pricing to match your business growth

EXPRESS

Flexible ticket-based pricing for low volume customer service contacts.

30 day rolling contract
10% 7-day resource scaling

Who is this for?

Great for clients just starting out and are not sure what their call volumes are going to be.

BUSINESS

Dedicated agents to support you and your brand when and where you need them.

30 day rolling contract
10% 7-day resource scaling

Who is this for?

Great for clients that want just-in-time responsive customer service for their brand.

ENTERPRISE

Fully dedicated team of 10+ agents supporting your brand, your way.

30 day rolling contract
10% 7-day resource scaling

Who is this for?

Great for clients that want an embedded team without the overhead od managing it

Talk to us

Contact us to find out more!

Book a free consultation

Our team are standing by and ready to help add value across your entire customer journey

Careers

Are you interested in joining our team?

Our culture and values are very important to us so we look for the right fit in all job applicants. If you want to stand out from the crowd, then embedding our values throughout your application is a great way to show us why they mean something to you.

Check out our current openings below – we’re looking forward to meeting you!

Get in touch

Phone:

+49 (0) 40 76757594

Email:

info@newstel-gmbh.com

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