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PhoenixX
  • / Inbound Customer Care
  • / Outbound Communication
  • / Assistance & Emergency Hotlines

We accompany processes professionally, support customers reliably and sustainably relieve companies of their communication load.

Clean. Quiet. Communication.

TRUSTED ACROSS INDUSTRIES
24/7reachable
  • 365Days A Year
  • 100+Brands Supported
  • 7Inbound Services
  • < 60sRESPONSE TIME
  • 92%FIRST CONTACT RESOLUTION
  • DE · EN · TRLANGUAGES
  • 2LOCATIONS
  • GDPRCOMPLIANT
/ Our work

Structured. Scalable. Reliable.

Selected areas where we are reachable for insurers, assistance providers and service companies, every single day.

Schadensaufnahme
2026INBOUND • CLAIMS

Schadensaufnahme

Structured claims intake around the clock.

Water. Fire. Emergency. We record damages following your protocol and hand them cleanly to your case management. Day and night.

<60s

Response time

365

Days reachable

Kundensupport
2026INBOUND • CARE

Kundensupport

Service-oriented customer support.

Inbound calls, emails and digital concerns. Professionally handled, cleanly documented, friendly in tone.

92%

First contact resolution

3

Working languages

Notfallhotline
2026INBOUND • ASSISTANCE

Notfallhotline

Assistance & emergency hotlines that hold.

Reliable availability for insurers and assistance providers. Including nights, weekends and public holidays.

100%

Availability rate

0

Dropped calls

First-Level-Support
2026INBOUND • TRIAGE

First-Level-Support

First-level support with clean escalation.

Pre-qualification of incoming requests, script-based handling and clean routing into your specialist teams.

85%

First-level resolution

<2min

Triage time

Helpdesk & Ticketing
2026INBOUND • TICKETING

Helpdesk & Ticketing

Helpdesk & ticketing, SLA-compliant.

Digital intake, documentation and resolution of service cases in your ticket system or ours. Reporting included.

100%

SLA adherence

24h

Avg. resolution

Overflow & After-Hours
2026INBOUND • AFTER-HOURS

Overflow & After-Hours

Overflow & after-hours, no call left behind.

Flexible support during call peaks, outside business hours or when teams are short-staffed. Scalable on demand.

0

Dropped calls

7/7

Nights & weekends

Omnichannel Care
2026INBOUND • OMNICHANNEL

Omnichannel Care

Omnichannel customer care, in one voice.

Phone, email, chat and ticket, cross-channel handling with consistent tone and clean documentation.

4+

Channels

1

Consistent voice

OUTBOUND SOLUTIONS

Five outbound themes. One voice.

We run outbound not aggressively, but service-led. Clear briefings, clean scripts, transparent reporting.

/ 01

Customer Win-Back

Reactivate inactive customers, service-led.

Reactivation of Inactive Customers
Service-Oriented Approach
Clean Call Documentation
Handover to Your Sales
Customer Win-Back
/ 02

Appointment Setting

Qualified appointments for your sales team.

Qualified B2B Appointments
Field & Inside Sales
Briefing-Based Scripts
CRM-Compliant Handover
Appointment Setting
/ 03

Lead Generation

Structured leads matching your criteria.

Target Audience Definition
Structured Qualification
Transparent Reporting
GDPR-Compliant Handover
Lead Generation
/ 04

Sales Support

Pre-qualification and follow-up in B2B.

Phone Pre-Qualification
Follow-Up Campaigns
B2B Sales Support
Pipeline Reporting
Sales Support
/ 05

Customer Retention

Retention without an aggressive tone.

Cross- & Upselling
Care & Reactivation
Service-Oriented Tone
Account Analytics & Reporting
Customer Retention
How we work

A clear, structured path to live operations.

Cleanly onboarded, documented in writing, stably operated, from briefing to scale.

0101 of 03
Discovery Brief

Briefing & Discovery

We map escalation paths, service standards and required fields, before the first call goes live.

„Escalation keys, required fields & SLAs captured."

→ Next phasePhase 02
0202 of 03
Script Builder

Concept & Scripts

Scripts, processes, KPIs and interfaces are defined together and put in writing.

„Generate scripts for inbound intake"

→ Next phasePhase 03
0303 of 03
Live Operations

Live operations & scale

We go live, report transparently and iterate in regular reviews, scalable across two locations.

„Avg. response < 60s"

Live · OngoingScale

Two locations

Onshore steering. Offshore scaling.

Headquarter with steering and account management in Germany, operational scaling in Türkiye.

Headquarter01 / HQ

Germany

/ Neu Wulmstorf

Account management, steering, quality assurance.

Adresse
Liliencronstrasse 25
PLZ
21629
Operations centre02 / OPS

Türkiye

/ Antalya

Operational scaling and 24/7 shift coverage.

Adresse
Operational site
PLZ

Values

How we answer the phone.

Three principles, in every call, every ticket, every day.

03 PRINZIPIEN · LIVE
PRINZIP 01 / 03
01

Respect

Every caller is taken seriously, regardless of topic, language or time of day.

PRINZIP 02 / 03
02

Appreciation

We treat customer contact as what it is: a token of trust we intend to keep.

PRINZIP 03 / 03
03

Solution-orientation

We listen, clarify, resolve. Escalation is the exception, first-contact resolution is the standard.

LET'S GET STARTED

Ready for clean, quiet, precise communication?

Share your current process. We will show you exactly where we can relieve your availability immediately and sustainably.

Book a 15-min call
  • 0124/7 available
  • 02GDPR-compliant
  • 03DE · EN · TR
  • 042 locations