Call Center Services

Handle customer interactions at scale while maintaining consistent service quality.

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Call center services built for scale and efficiency

Call center services include inbound and outbound customer communication, supporting inquiries, sales processes, and operational tasks across channels. They help businesses manage growing volumes of interactions without expanding internal teams.

At Axendi, we deliver call center services as structured operations — combining trained teams, defined processes, and technology to ensure reliable, scalable customer support. From inbound service to outbound campaigns, we support daily operations while maintaining performance, quality, and flexibility.

Growing or fluctuating volumes

Handling increasing or unpredictable interaction volumes that are difficult to manage with internal resources.

Overloaded internal teams

Reducing pressure on internal teams by offloading repetitive customer service tasks.

Response time and consistency gaps

Improving speed of response and ensuring consistent communication across all interactions.

Peak seasons and campaigns

Scaling operations quickly during high-demand periods such as campaigns or seasonal peaks.

Automation without internal build

Introducing automation and AI support without investing in internal development and infrastructure.

High SLA requirements

Ensuring service quality and performance through trained teams and structured operational models.

In-house vs outsourced call center services

Choosing between in-house and outsourced call center services depends on how you balance control, scalability, and operational efficiency:

In-house call center
Provides full control over processes, teams, and communication standards, with close alignment to internal operations and systems.

Outsourced call center services
Enable faster setup, flexible scaling, and access to trained teams, structured processes, and ready-to-use technology.

Hybrid model
Combines internal teams with external support to handle high volumes, peak periods, or selected processes more efficiently.

Customer inquiries & product support

Handling questions about products, services, pricing, and policies with clear, consistent responses.

Order handling & account support

Managing orders, payments, refunds, and account-related cases to keep customer journeys smooth.

Complaints & issue resolution

Receiving, categorizing, and resolving customer issues with defined processes and escalation paths.

Technical support & helpdesk

Providing first-line troubleshooting, guidance, and routing more complex technical cases.

Appointment scheduling & confirmations

Managing bookings, reminders, rescheduling, and cancellations to support operational flow.

Customer surveys

Running post-interaction surveys such as CSAT or NPS to gather insights and improve service quality.

Automated calls with voicebot

Handling outbound calls through automation, including reminders, follow-ups, confirmations, and simple customer interactions to reduce manual workload and improve efficiency.

Sales support

Supporting sales through inbound inquiries and outbound activities such as lead qualification, outreach, and upselling.

1700+ agents

Experienced teams handling customer interactions across multiple industries and support scenarios.

15+ languages

Multilingual support delivered by native and fluent speakers to serve diverse customer bases.

12M+ customers per year

Large-scale operations supporting millions of customer interactions with consistent service quality.

6 operational centers in 4 cities

Multi-location operations supporting continuity, scalability, and consistent service delivery.

2M+ customers supported with AI

Automated call handling using voicebots to manage high volumes and provide instant responses.

Case study

Allegro: Elevating customer service to the highest standard on the market

Axendi has expanded its call center services from single-channel support to a fully integrated, multichannel model for Allegro’s buyers and sellers. Across five communication channels—email, chat, callback, helpline, and Messenger—in Polish, Ukrainian, and Czech, our 450+ agents deliver scalable, high-quality support. From onboarding and technical assistance to dispute resolution and platform navigation, we ensure consistent, reliable customer interactions.

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Call center outsourcing in Poland

Poland has become one of the leading locations in Europe for call center outsourcing, combining operational quality with scalability and proximity to key markets. It is also a go-to destination for premium outsourcing, contributing a significant and growing share to the country’s GDP. With a highly educated workforce, strong cultural alignment with Western markets, and a high standard of service delivery, Poland offers a balanced model between cost efficiency and service quality for companies looking for a reliable outsourcing partner.

Access to skilled, multilingual talent

A large pool of well-educated professionals with strong language skills supports customer service across multiple European markets.

Mature call center operations

Years of experience in BPO and customer services translate into structured processes, trained teams, and consistent service quality.

Scalability and flexibility

Operations can be quickly scaled up or down depending on volumes, campaigns, or seasonal demand.

Balanced cost and quality

Poland offers a strong balance between operational costs and service standards, making it suitable for quality-focused outsourcing.

EU regulatory environment

Operating within the EU ensures compliance with GDPR and other data protection standards, which is critical for many industries.

Nearshoring advantage

Geographic proximity, cultural alignment, and time zone compatibility support smooth collaboration with European and UK-based companies.

Industries we support with call center outsourcing services

Call center solutions need to adapted to different customer expectations, operational models, and regulatory requirements. We support organizations across key sectors where reliable, high-quality customer communication is critical.

E-commerce and retail

We handle high volumes of customer interactions related to orders, deliveries, returns, and product information. Call center services help manage peak periods, maintain response times, and ensure consistent communication across the customer journey.

Banking and finance

We support customer service in regulated environments, handling account-related inquiries, onboarding support, and service requests in line with compliance and security requirements. Processes are designed to ensure accuracy, data protection, and auditability.

Healthcare

We manage patient communication, including appointment handling, service inquiries, confirmations, and follow-ups. Call center services are structured to ensure clear communication, data privacy, and reliable support in sensitive situations.

Case study

Call center services reflecting L’Oréal’s premium standards

Axendi has been delivering call center services for L’Oréal since 2016, where agents represent the brand in every interaction — from product advice to complaint handling. This approach ensures consistent quality, supported by 4.7/5 CSAT and high SLA performance.

Professional makeup artist applying lipstick to a client in a modern beauty salon, with illuminated mirrors, cosmetics, and wooden makeup stations in the background, demonstrating expert makeup services and beauty studio environment.

Interaction volume and variability

Higher volumes reduce unit cost, but fluctuations (e.g. peaks, campaigns) increase complexity. Irregular demand requires flexible staffing, which impacts pricing.

Scope and type of tasks

Simple inquiries (e.g. order status) are less costly than complex cases requiring product expertise, technical support, or multi-step resolution.

Service hours and availability

24/7 operations, weekend coverage, or extended hours require shift planning, higher staffing levels, and impact overall cost.

SLA and performance requirements

Team expertise and training

Language and market coverage

Multilingual support increases cost depending on language availability and complexity, especially for less common languages.

Technology and automation

Use of voicebots, AI tools, analytics, and integrations can increase initial cost but often reduce long-term operational expenses.

Data security and compliance

Customer interactions are handled in line with data protection requirements and internal security standards. We operate based on certified information security practices, including ISO 27001, ensuring secure data handling, controlled access, and compliance with regulatory requirements.

Quality assurance and performance monitoring

We use structured quality control processes to ensure every interaction meets defined standards. Calls are monitored, evaluated, and continuously improved through feedback loops, agent training, and performance tracking.

Standardized processes and service consistency

Inbound operations are based on clearly defined workflows, scripts, and escalation paths. This ensures that customers receive consistent, accurate responses regardless of volume, channel, or agent.

Human oversight and controlled automation

Automation, including voicebots and AI tools, supports service delivery while maintaining human oversight where needed. This ensures that sensitive or complex cases are handled appropriately and in line with operational guidelines.

Primebot

Handles automated interactions such as inbound inquiries and outbound calls (e.g. surveys, confirmations), reducing workload and supporting scalability.

Gutenberg

Supports agents in real time with access to knowledge, suggested responses, and faster case handling, improving accuracy and consistency.

Noam

Enables knowledge checks and quizzes to verify agent readiness, reinforce learning, and maintain consistent service quality across teams.

Agner

Analyzes internal communication and support requests to identify knowledge gaps, training needs, and operational bottlenecks, supporting continuous improvement.

Proven through experience.
Chosen for trust.

Axendi is a partner we fully trust. The team is engaged, highly competent and in our view demonstrates a high level of professionalism. We value their care for people, proactive attitude and ongoing support in helping us achieve our goals. What stands out is the very individual and flexible approach to the changing needs of the client.

Dimitr Kołodyński
CDMO Head of Advocacy & Care

A reliable and proven outsourcing partner enables us to achieve our goals and quality standards in the most efficient way. (…) Axendi supports us in fulfilling our objectives, especially during peak periods of customer engagement.

Anna Chmielewska
Customer Service Section Manager

We value our cooperation with Axendi for its atmosphere of trust, professionalism, and a true partnership approach. The team stands out with its problem-solving creativity, independence, and strong commitment. These are true professionals we can rely on.

Mariusz Pietuszyński
CEO

The Axendi team effectively supports our business – they generate sales leads, successfully implemented a motor insurance claims registration project, and maintain proactive communication with both our team and our dealer network. They’re a partner who truly contributes to our operational success and project growth.

Volvo Team

We value our collaboration with the Axendi team for their high level of flexibility, transparent communication and partnership-driven approach. The relationship is built on mutual understanding, trust and continuous commitment to improving efficiency together, which significantly supports the achievement of our shared goals.

Małgorzata Tkaczyk
Acting Remote Customer Meeting Point Manager, IKEA

We value our cooperation with Axendi for their effectiveness and consistently high service quality. The team operates based on proven processes and deep operational expertise, consistently meeting our expectations and responding quickly to our needs. Every project is handled with great care and precision.

Aneta Sawczuk
Marketing Project Manager

Working with Axendi is a true partnership built on mutual understanding and trust. We particularly value their flexible approach - the team quickly adapts to our changing business needs and actively suggests improvements. When entrusting direct customer contact to an external company, security and confidence that the partner acts as part of our team are crucial. Axendi fully meets these expectations.

Marta Maciejczak
Customer Support Manager

What we value most in working with Axendi team is their flexibility and consistent focus on quality at every stage. They adapt to our evolving needs without compromising standards. Data security is clearly a priority, which strengthens our trust and ensures compliance with internal and industry requirements.

Arkadiusz Bartoszek
Head of Customer Service

We have been working with Axendi since 2018 and value their reliability, timeliness, and partnership-oriented approach to project delivery. We especially appreciate the team's creativity and flexibility in handling demanding tasks.

Agnieszka Popko
Managing Director

Axendi is a partner that combines professionalism and operational reliability with a genuine focus on results. The team not only delivers on project objectives, but also proactively recommends solutions that improve processes and increase campaign effectiveness. The collaboration is built on a partnership-based approach, high-quality execution, and tangible business outcomes.

Lite e-Comerce Team

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What are call center services?

Call center services include inbound and outbound customer communication, supporting inquiries, sales processes, and operational tasks such as order handling, technical support, and customer follow-ups.

What is the difference between call center services and contact center services?

Call center services focus on voice communication (inbound and outbound calls), while contact center services cover multiple channels, including email, chat, and messaging platforms.

How quickly can call center services be implemented?

Implementation time depends on complexity, required trainings, knowledge trasnfer but a basic setup can be launched between a few days or weeks, including recruitment, training, and process configuration.

Can call center services be scaled during peak periods?

Yes. One of the key advantages is the ability to scale teams up or down depending on demand, such as during seasonal peaks or campaigns.

What technologies support call center services?

Call center operations are supported by tools such as CRM systems, knowledge bases, AI assistants, voicebots, and analytics platforms that improve efficiency and consistency.

Is call center outsourcing secure for sensitive data?

Yes, provided that the provider follows strict data protection standards, such as GDPR compliance, secure infrastructure, and clearly defined processes.

Can call center services be tailored to my business?

Yes. Services are typically customized to match your processes, communication standards, and operational requirements.

Looking to outsource your customer experience processes?

Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.

Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.

Call Center Services

Trusted by

Call center services built for scale and efficiency

When to use call center services

In-house vs outsourced call center services

What our call center services include

Service scale and operational capacity

Case study

Call center outsourcing in Poland

Why Poland is a strong call center outsourcing location