For Contact & Call Centres
More conversations per hundred dials.
Reputation-protected local caller IDs, queue tooling, and per-number analytics built for high-volume teams.
Protect your connect rate
Flagged numbers are rotated out before your shift loses an hour of dials.
Prove performance per number
Health scores and answer rates per caller ID, exportable per campaign.
Scale seats and numbers independently
Add agents without renegotiating number pools. Add regions without new contracts.
Running a shift
The day has peaks. Distribution has to absorb them.
In a contact centre the annual average decides nothing; the busiest hour decides everything. The tooling is built so team leads can intervene during the shift.
Staffing against the queue
The wallboard shows waiting calls, longest wait, and logged-in agents per queue. You see understaffing as it forms — not in tomorrow morning's report.
Reassign mid-shift
Agents can be moved to a different queue without republishing a call flow. The change applies to the next delivered call.
Breaks and status reasons
Status reasons such as break, training, or wrap-up are recorded separately. Reporting distinguishes unstaffed from unavailable.
Overflow instead of busy tone
When a queue exceeds its defined wait time, a fallback applies: a second group, a callback option, or an announcement with voicemail.
Included applications
Supervisor tooling costs you nothing extra.
Other vendors licence supervisor seats separately. At XETEL both applications are included in the €29 per agent per month platform licence.
XETEL Operations
For supervisors and team leads
Live wallboard across every queue, listen, whisper, and barge, plus quality assurance with call scoring.
No surcharge. On every seat.
XETEL Workspace
For agents
Browser softphone with nothing to install, full call controls, status management, and in-call coaching cues.
No surcharge. On every seat.
Supervision and quality
Listen, step in, score.
New staff improve on live calls, not in the training that precedes them. The supervisor tooling is built for that and is included in the platform licence.
Listen
A team lead monitors a live call without the agent or the caller hearing them.
Whisper
A prompt goes to the agent only. The caller hears nothing of it.
Barge
On an escalation the team lead joins the call as a third party.
Call scoring
Recorded calls can be assessed against a fixed scorecard. Results attach to the agent and the campaign.
Source: XETEL platform figure
Worked example
What a higher answer rate means for the roster.
The calculation below is an example using freely chosen inputs, not a customer result. It only shows how an answer rate translates into conversations.
Inputs
- 20 agents
- 120 dial attempts per agent per day
- 20 working days per month
- Comparing a 31% and a 68% answer rate
Result
- Dial attempts per month
- 48,000
- Answered calls at 31%
- 14,880
- Answered calls at 68%
- 32,640
- Additional conversations per month
- 17,760
Worked example based on the inputs listed. The 31% and 68% figures are the baseline and target XETEL has observed over twelve weeks, not a commitment for your result.
Source: Worked example
Regulatory context
Where our responsibility ends and yours begins.
Telephone advertising to consumers is unlawful without prior express consent. That is § 7 UWG, and it applies regardless of which provider carries your calls.
In 2025 the Bundesnetzagentur recorded 39,842 complaints about unlawful advertising calls in Germany and imposed fines totalling €1.099m across 13 major proceedings. For a contact centre that is an operational risk, not a legal footnote.
Your job
Obtain, document, and maintain consent. Maintain suppression lists. Define calling hours and target groups. Train your staff.
Our job
Provide numbers that are assigned to you and reachable. Log every call with the presented number, timestamp, destination, and duration. Provide recording and retention as a technical capability.
What we do not do
We do not verify consent, do not supply contact data, and offer no feature for evading spam detection or simulating local presence that does not exist.
Reporting
Numbers that explain a shift.
A report is only useful if it supports a decision. These four views cover day-to-day operations.
Per queue
Answered and abandoned calls, average and longest wait, service level per time window. The basis for the roster.
Per agent
Talk time, wrap-up time, status reasons, and scorecard results. The basis for coaching, not for league tables.
Per number
Answer rate, short-call share, and health score. Shows which numbers carry the campaign and which are degrading.
Export
Every view can be exported as a file or pulled through the API to combine with CRM data.
Scaling
Seats and numbers grow separately.
A contact centre rarely grows evenly. A new campaign needs numbers but no new seats; a seasonal peak needs seats but no new numbers.
Seats
€29 per agent per month, adjustable monthly, minimum 10 agents. A new agent can work the same day.
Numbers
€50 activation and €50 per month per number. New regions arrive as additional numbers, not as a new contract.
Voice minutes
€0.25 per minute without a commitment. With a monthly commitment the rate steps down to €0.17.
Frequently asked questions
Do supervisor seats cost extra?
No. XETEL Operations and XETEL Workspace are included in the €29 per agent per month platform licence. There is no separate supervisor licence.
How quickly can we ramp up for a campaign?
New seats are usable the same day. New numbers are usually active the same day too. Only porting existing numbers from another provider takes longer.
Does XETEL check whether our calls are lawful?
No. Obtaining and documenting consent under § 7 UWG sits with you. We supply the call records that let you evidence what was actually dialled if a complaint arrives.
Can we report per campaign?
Yes. Answer rate, talk time, wrap-up time, and number health can be reported and exported per campaign, per queue, and per agent.
What happens to a flagged number mid-shift?
It is pulled from outbound rotation automatically. The shift continues on the remaining clean numbers, and inbound calls on the resting number keep working.
Do you support multiple sites and time zones?
Yes. Business hours, holidays, and queues are defined per site. Agents can be assigned to the same queues regardless of where they sit.
Sources
Every market figure on this page comes from the publications below. XETEL's own platform figures are labelled as such.
- Bundesnetzagentur, press release of 26 January 2026
- § 7 UWG (German Act Against Unfair Competition)
- XETEL platform figure