Interview with Christoph Thieme: new trends in Outsourced Services

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Time for Business Talk: Christoph Thieme, Managing Director at SELLBYTEL, exposes trends concerning Outsourced Service. These are among others centralization, a high-quality service level and innovative channels for customer service.


Mr. Thieme, can you describe the deciding factor for up-to-date outsourced customer management services?

First of all there is centraliziation. That means to concentrate knowledge and process chains either in one place or one unit. Combining duties and responsibilities, improves the synchronization between different interfaces, reduces friction and creates synergies. And all in all a company also saves a lot of costs. At once quality can be guaranteed at a continuous high level. For SELLBYTEL Group this has been the reason to build up so-called Hubs, for example in Barcelona, Lisbon as well as in Singapore. Thus we are able to perform various services for a wide range of different markets and different duties – and this from one single location.  


Germany is still the biggest single market for the SELLBYTEL Group. What kind of trends are you discovering there?

German consumers are attaching more and more importance to high quality service regarding customer service as well as consulting service. These expectations are congruent to our philosophy: Due to our long-term customer-relations we continuously create new high-value products. Our aim on behalf of our clients is always to gain advance regarding quality and innovations. Another trend is to use social media for more than just corporate communications. There are still a lot of chances to use social media also as a channel for a professional customer-service.


What are the reasons for considering outsourcing – especially in rough times like today?

Nobody knows, how the economy all over the world is going to develop itself. Outsourcing saves flexibility, efficiency and high-quality level. That is the reason, why SELLBYTEL Group expects ongoing growth. Therefore we will invest in new measures to attract and retain our employees, especially because our colleagues are one of our factors of success.

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