WHY SAY HELLO?] Peak performers for customer satisfaction

When it comes to data, we become treasure hunters. Because those who turn data into actionable insights gain enormous advantages: decisions are based on numbers and facts, gaps in customer understanding disappear, and previously unknown target groups can be addressed precisely. By systematically analyzing your customers’ behavior, using AI-supported algorithms, and continuously optimizing interactions, we achieve what matters: outstanding customer experience.

Our clients are our focus – and their customers are at the center of our actions. One thing is clear: Customer Experience or User Experience has long since become one of the central success factors in business. That’s why we support you in optimizing dialogue with your customers. At the same time, we ensure plenty of positive experiences along the customer lifecycle. Because we still believe – even if it may seem antiquated: The customer is king!

Thinking along is one thing, implementation another. With us, you get both, proactively: Implementation strength, practical orientation, assertiveness, drive, initiative, and commitment – these aren’t just buzzwords for us, but daily practice. This applies not only to our managers and teams but also to our CEO – whom you’ll often find right in the “engine room”.

Hardly any area requires secure data as much as banking and financial services. That we present ourselves as a reliable partner here is due, among other things, to our PCI-DSS certified expertise – a guarantee for data security and compliance. Accordingly, you can rely on us to provide professional service at all times – from processing sensitive financial data to support in receivables management.

Decision-makers in corporations and venture capital-driven call centers are often guided by political considerations. At hello.de, it’s different. As an owner-managed company, we can afford to prioritize end customers and clients – to arrive at sensible commercial decisions. Moreover, we think and act more long-term and communicate openly and directly. This makes us extremely flexible and allows us to address our customers’ requirements “on point”.

It’s a great gift to be able to make and implement decisions quickly. As an owner-managed company, we don’t need lengthy coordination processes but are extremely flexible and solution-oriented. If customer or project requirements change, we simply change with them – while maintaining the high standards you expect from us at all times.

Satisfied employees mean the world to us. Our equation goes like this: If our teams feel good, they deliver the best performance for our clients – and thus the best service for your customers. That’s why we ensure an environment that promotes creative thinking and enables constructive teamwork, from office equipment to spirit. Following the motto: “Feel good – Work good.”

We invest heavily in outstanding technology – and in an outstanding team. This includes, among other things, comprehensive training for all employees, which is why training is exclusively reserved for experts. And they’re quite capable: They create precise training programs based on customer materials. They train soft skills and communication. And they show how to empathetically engage with customers and handle objections. Our quality assurance is finally rounded off by regular knowledge transfer through product, service, and quality training, as well as our extensive knowledge database. And if you’re thinking now: “Sounds like Champions League!” – we wouldn’t disagree at all.

In our knowledge database, we combine all information about your products, processes, and services. We obtain this from internal and external sources as well as from daily service cases. The special part: We extract the relevant insights, structure them intelligently, and make them immediately available for every use case. This way, our trainers and customer service employees always access exactly the information they need for your specific customer concern. The result: consistent service at the highest level.

Together with you, we define the crucial KPIs and quality standards to then set actionable goals and metrics for managing contact volume. The focus is on performance indicators such as customer satisfaction, service level, first contact resolution, and average handling time. Our intelligent analyses and reporting enable not only the optimization of your customer service processes but also continuous monitoring of all performance results. The special feature: Our business intelligence model provides hourly, daily, and monthly evaluations – and enables precise forecasts as well. We consistently use all these insights to implement effective improvements and achieve better results.

Quality emerges – among other things – through continuous improvement. That’s why we establish systematic processes that steadily increase efficiency and performance. Our regular quality checks provide the basis for targeted feedback sessions, where supervisors, trainers, and project managers identify optimization potential for our agents. Subsequently, these receive thematic training and (follow-up) coaching to specifically develop their skills further – for consistently good results.