Integrated, not outsourced.
We work in your CRM, follow your playbook and report on your KPIs – like an in-house team, just external. This is how you get started: from the task matrix to the first weekly report.
Four weeks to go-live.
No big bang: we start with a small pilot team and only scale once the first numbers hold up.
W1: Kick-off & task matrix
Together with your sales management we define which tasks move to us and which stay with sales. Every task gets a metric.
- Task matrix with a KPI per task
- DPA, SCC and TIA signed
- Access to CRM and telephony (VDI/Citrix)
- Escalation paths and points of contact
W2: Playbook & DS Academy
Your call guide, your objections, your products: the team is trained on your playbook and your business processes – not on a script.
- Playbook workshop with your sales team
- Product, process and objection training
- CRM processes and documentation rules
- Internal test calls with scoring sheet
W3: Pilot with 2–3 agents
A small team goes live. The team lead listens in, you see the first numbers in your CRM.
- Live start with 2–3 agents
- Daily feedback to your sales management
- First calibration of qualification and appointment criteria
- First weekly review
W4: Go-live
The team is scaled to the agreed size. From now on: weekly report every Monday, review on day 30 and 60.
- Scaling to target size
- Weekly report Mondays 09:00
- Review meetings on day 30/60
- Ongoing calibration
Four roles, one point of contact in Germany.
Short paths: between the agent and your account manager there are exactly two levels.
- AgentNative speaker
Works in your CRM and on your telephony, following your playbook. Documents every conversation the same day.
- Team lead1 : 8
One team lead for at most eight agents. Listens in live, coaches daily and is your first escalation level.
- Quality managerScoring & calibration
Scores calls against the sheet, runs the monthly calibration with your sales management and checks reporting quality.
- Account managerin Germany
Your fixed point of contact: weekly report, review meetings, contract questions, escalation in under four hours.
Every Monday 09:00 – the numbers of the week.
This report goes to your sales management. The raw data sits in your CRM; every number can be verified there.
Sample – illustrative values. The structure is real, the values are examples and not a customer report.
| Metric | Value | Definition |
|---|---|---|
| Contacts | 1,240 | Contact attempts in total, team |
| Reach rate | 58 % | Decision-makers reached per contact attempt |
| Appointments | 96 | qualified and confirmed |
| Rebooking | 71 % | No-shows rebooked within 24 h |
| CRM documentation < 24 h | 100 % | Conversations documented within one working day |
| Hours recovered | 6.4 h | per sales rep and week, according to the task matrix |
What “quality” means for us in concrete terms.
Not promises but procedures: language test, sampling, calibration. We confirm the details in writing in the offer.
Native-speaker test, at least C2
Every agent takes a language test before their first customer project. Only those who prove at least level C2 are admitted – German, English or French as a mother tongue or equivalent.
5 % of all calls scored against a 12-point sheet
The quality manager scores a sample of five per cent of all calls against a 12-point sheet: opening, needs analysis, objection handling, appointment criteria, documentation. Results feed into daily coaching.
Monthly calibration with your sales management
Once a month the quality manager and your sales management listen to the same calls and align their scoring. That keeps “qualified appointment” meaning what your sales team means by it – not what we assume.
DS Academy: curriculum of the first four weeks
Our internal academy trains agents and team leads before and during the project: playbook, product knowledge, your business processes, objection handling, CRM processes, data protection.
We do not sell for you. We clear the way.
Price, relationship and closing belong to your sales team. We take over the operational tasks before and after – in your system, by your rules.
- Price negotiation
- On-site customer meeting
- Closing
- Customer relationship and consulting
- Lead qualification Package 01
- Appointment setting Package 01
- No-show management Package 01
- CRM upkeep Package 02
- Follow-ups Package 02
- Reporting Package 02
- Quote chasing Package 02
- Customer reactivation Package 03
- Cross-/upselling Package 03
- Customer care Package 03
Run through your own task matrix.
Drag the tasks you would hand over to our side – and see immediately how much selling time the model gives back.