Twenty-year-old Service Facility in Aachen Takes Customer Inquiries
In the heart of Aachen, a city in western Germany, the Call Center Aachen has stood as a beacon of citizen service since its establishment in 2005. What began as a central point of contact for city administration questions and concerns has since evolved into a modern first-level support service, handling a multitude of inquiries and providing comprehensive assistance.
The call center's roots can be traced back to the early 2000s when the proliferation of call centers in the private sector raised citizens' expectations of municipalities. As previous telephone exchanges started to reach their limits, issues were often left unresolved, and accessibility became a challenge. To address these issues, the Call Center Aachen was born.
Over the years, the call center has grown and adapted to the changing needs of its citizens. What started with the routing of calls and simple answers has since transformed into a service that handles a variety of communication channels, including telephone calls, emails, and messages via the municipal service portal. The team of 35 dedicated employees now processes almost 80,000 inquiries per year.
During crises, the importance of the Call Center Aachen has become particularly apparent. During the COVID-19 pandemic, for instance, the number of calls doubled to around 800,000. Yet, despite the surge in demand, around 90% of all citizen inquiries could be resolved directly at the service center without referral or waiting time.
The Call Center Aachen continues to form an important bridge in an increasingly digital administration. Approximately 61% of citizens do not use online services due to a lack of knowledge or touch anxiety. However, the call center's service center agents help callers understand and navigate digital processes, ensuring that no one is left behind in the digital transition.
The call center's commitment to citizen service is reflected in its motto, "More citizen service for our customers." This commitment is also evident in the introduction of a professional knowledge database, which has made advice more comprehensive and faster at the call center.
The renowned specialist magazine for dialog marketing and customer service, CallCenterProfi, has dedicated its current issue to the Service Center Call Aachen, further highlighting its importance and achievements. For those interested in staying updated on the call center's news and press releases, a RSS feed is available at https://www.ourwebsite.de/rss-feed-press-releases/rss.xml.
Moreover, a current video about Call Aachen and the people behind it has been published on YouTube, providing a glimpse into the day-to-day operations and the dedication of the call center's team.
The municipal fault reporter, a tool for reporting defective traffic lights or wild litter, has been integrated into Call Aachen's service processes. This integration allows for the status of complaints to be visible online, and for complaints to be traced, ensuring transparency and accountability in the resolution of issues.
Since 2025, Call Aachen has been responsible for the first-level support of all "One for All" online services (EfA), further expanding its role in the digital transformation of Aachen's administration.
In conclusion, the Call Center Aachen has played a crucial role in improving the accessibility and efficiency of citizen service in Aachen. As the city continues to evolve, so too will the call center, ensuring that it remains a vital part of the digital administration for years to come.
In the transformative journey of Aachen's administration, the Call Center Aachen has been instrumental, providing a personalized touch to the digital transition, making it part of the city's home-and-garden lifestyle. The call center's dedicated team cultivates a lifestyle that prioritizes efficient citizen service, bridging the gap between traditional and digital administration.
