Case studies
German-language customer service for a European consumer electronics brand
For a German consumer electronics brand selling across the DACH region, a dedicated German team in Antalya solved cost and quality at once.
The challenge
German in-house customer service cost was the largest controllable line and rising. Two earlier attempts had failed: an offshore provider produced stilted German with a complaint rate that erased the savings, and a Central European provider delivered acceptable German at too small a cost differential.
What Corpshore did
We built a dedicated German team in Antalya, where German capability is structural rather than trained. Quality is calibrated by German-speaking analysts against a framework written in German. Written correspondence, roughly sixty percent of the workload, is reviewed to a formal German business register. Processing was mapped against KVKK and GDPR from design stage.
Results
- Cost per contact reduced 47 percent against the in-house German baseline
- Satisfaction matched the in-house benchmark by month four and exceeded it by month seven
- Language-quality complaint rate stayed at zero across the first year
- The engagement expanded from twelve to twenty-eight seats and added Dutch
Why it worked
The brand had been treating German capability as a training problem. In Antalya it is a hiring problem, and hiring problems are much easier to solve.
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