Call Center Services in Poland

Reliable call center operations in Poland, built for performance and efficiency

Multilingual call center services in Poland, built for reliable delivery

Call center services in Poland combine experienced, multilingual teams with mature operational standards and EU-level compliance. For companies scaling customer service, Poland offers a reliable nearshore model that balances quality, flexibility, and cost efficiency.

At Axendi, we deliver call center services through structured operations, supported by our operational centres in Poland for both global and local customer service — combining trained teams, clear workflows, and integrated AI to ensure performance, speed, and consistency across inbound and outbound interactions.

Trusted by

Multilingual support

Coverage of European languages, enabling consistent customer service across multiple markets and customer segments.

Skilled CX specialists

Experienced, well-educated agents with strong communication skills and a service-oriented mindset, ensuring high-quality customer interactions.

Cost efficiency

Balanced cost structure that delivers high service quality at a predictable and optimised cost, supporting long-term efficiency without compromising performance.

EU compliance

Full alignment with GDPR and EU data protection regulations, supporting secure and compliant handling of customer data.

Operational maturity

Established call center standards, proven processes, and performance frameworks that ensure reliable and repeatable service delivery.

Scalable delivery model

Stable infrastructure and proven scaling processes that support rapid team expansion and consistent performance during growth or peak periods.

CASE STUDY

Allegro: Elevating CX to the highest standard on the market

Axendi has expanded from single-channel support to a fully integrated, multichannel service for Allegro’s buyers and sellers. Across five communication channels—email, chat, callback, helpline, and Messenger—in Polish, Ukrainian, and Czech, our agents provide scalable, high-quality assistance. From onboarding and technical support to dispute resolution and platform navigation, we ensure seamless, consistent customer interactions across all touchpoints.

Woman lying on a rug at home, holding a credit card while shopping online on a laptop, surrounded by shopping bags and boxes.

In-house vs outsourced call center services

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

In-house operations offer full control and direct alignment with internal teams and processes,
Outsourced call center services allow faster deployment, flexible scaling, and access to experienced teams,
Hybrid models combine internal teams with outsourcing to handle higher volumes and optimise performance.

Customer inquiries and product support

Handling day-to-day questions about products, services, availability, and usage.

Order handling and account support

Managing orders, account updates, and customer data with accuracy and speed.

Complaints and issue resolution

Resolving customer issues efficiently while maintaining service quality and satisfaction.

Technical support and helpdesk

Providing first-line technical assistance and troubleshooting across products and systems.

Appointment scheduling and confirmations

Coordinating bookings, reminders, and confirmations to support smooth operations.

Customer surveys and feedback collection

Gathering customer insights through structured surveys and post-interaction feedback.

Automated calls with voicebots

Using voicebots to handle repetitive interactions, confirmations, and notifications at scale.

Sales support (inbound and outbound)

Supporting sales processes through lead handling, upselling, and customer follow-ups.

Quality and compliance

At Axendi, call center services are delivered within a strong regulatory and operational framework, supported by ISO 27001-certified processes. This is especially important for sectors such as banking, healthcare, and e-commerce.

We apply structured quality assurance and compliance practices, including:

defined KPIs and SLA monitoring,
continuous quality control and feedback loops,
data protection aligned with GDPR and EU regulations,
operational transparency and reporting,
readiness for client and regulatory audits.

1,700+ agents, 6 centres

Operating at scale across multiple locations, delivering multilingual and multi-market customer service projects.

Support for new market entry

Launch customer service operations in new markets with trained, ready-to-deploy teams.

Fast ramp-up for peak seasons

Quickly increase team capacity to handle higher volumes during seasonal peaks and campaigns.

Proven scaling processes

Structured recruitment, onboarding, training, and quality assurance ensure fast and controlled team expansion.

Flexible team sizing

Adjust team size based on demand while maintaining operational stability.

Consistent quality at scale

Maintain service quality and performance standards as operations grow.

CASE STUDY

Premium multichannel customer service for L’Oréal brands

Since 2016, Axendi has delivered brand-aligned call center and contact center services for L’Oréal, supporting consumer and e-commerce helplines for Kiehl’s, Lancôme, and L’Oréal Staff Shop. The scope includes product information and personalised skincare guidance, handling complaints and returns in cooperation with retail partners, and monitoring adverse reactions. Operations are supported by customer satisfaction surveys and structured reporting with dashboard analytics. The model ensures consistent service quality with customer satisfaction at 4.7/5.

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.

Technology integrated into operations

Technology is embedded into how operations run, not treated as a separate layer.

Our AI ecosystem and voicebots are deployed in live environments to:

automate repetitive interactions,
support agents during conversations,
provide real-time operational insights,
improve response time and consistency,

This allows us to increase efficiency without losing control over quality.

CASE STUDY

Automated appointment confirmation for a medical company

Axendi’s AI voicebot automated appointment confirmations for a healthcare provider, reducing call time to 53 seconds and achieving a 93.14% connection rate, resulting in more confirmed visits and improved operational efficiency.

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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

Scale without building teams

Expand customer service capacity without investing in internal hiring and infrastructure.

Multilingual support

Serve customers across multiple markets with language-ready teams.

Combine automation with human support

Use voicebots and AI alongside agents to improve efficiency and coverage.

Improve response time

Increase speed and consistency across customer interactions and service channels.

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When to outsource call center?

Companies typically outsource call center operations when internal teams reach capacity, service quality becomes inconsistent, or response times start to decline. It is also a common choice when scaling customer service for peak periods, entering new markets, or adding multilingual support without building internal teams. Outsourcing helps stabilise performance while keeping operations flexible and cost-efficient.

How to compare call center service providers?

Compare call center service providers based on how they operate, not just what they offer. Look at their experience in your industry, ability to meet SLA targets, and how they manage quality and performance. Assess scalability, onboarding speed, and whether their technology is integrated into operations. Data security standards (e.g. ISO 27001) and transparency in reporting are also critical for long-term reliability.

How do you scale teams during peak seasons?

Teams are scaled using structured processes that cover recruitment, onboarding, and training. We maintain a ready pipeline of candidates and use standardised training to deploy new agents quickly. Capacity is adjusted in line with forecasted volumes, while quality is maintained through consistent QA and performance monitoring.

What languaages Axendi can support?

We support over 15 languages, covering major European markets including English, German, French, Spanish, Italian, Polish, Czech, and others. Language coverage is tailored to each project, with native, fluent-speaking, proficient agents aligned to your target markets or projects.

How is AI used in call center operations?

AI is used to automate repetitive interactions, support agents during conversations, and provide real-time operational insights. This includes voicebots handling routine calls, tools that assist agents with responses and knowledge access, and analytics that monitor performance and identify improvement areas.

At Axendi, this is supported by solutions such as Primebot for automation, Gutenberg for knowledge management, and tools like Agner and Deming for performance monitoring and quality analytics.

How do you ensure service quality and SLA performance?

We ensure service quality and SLA performance through defined KPIs, continuous monitoring, and structured quality assurance processes. Interactions are regularly reviewed, with feedback loops and coaching supporting agent performance. Real-time reporting and analytics allow us to track SLA adherence and quickly address any deviations.

Why companies choose Polish call center companies?

Companies choose Polish call center providers for the combination of skilled talent, multilingual capabilities, and operational maturity. Poland offers experienced teams, strong service standards, and EU-compliant data security, while maintaining a balanced cost structure. Its location and time zone alignment also support real-time collaboration with UK and European markets.

What tasks of call center can be automated fully or partially?

Many call center tasks can be automated fully or partially, especially those that are repetitive and rule-based. Fully automatable tasks include appointment confirmations, order status checks, payment reminders, and basic information requests. More complex interactions—such as complaints handling or technical support—can be partially automated, with AI supporting agents through suggestions, data retrieval, and next-step guidance.

What impacts the price of call center services in Poland?

The price of call center services in Poland depends on several factors, including the scope of services, interaction volumes, and number of supported languages. Costs are also influenced by service complexity, SLA requirements, and operating hours (e.g. business hours vs 24/7). Additional elements such as onboarding, team size, use of AI and automation, and integration with client systems also impact the final pricing.