FAQ

Frequently Asked Questions About Call Centers, Customer Service, and Telemarketing.

Here you will find answers to the most frequently asked questions about call centers in Switzerland, AP Dialog, our services in Switzerland, Austria and Germany, as well as inbound, outbound, multichannel solutions and costs. Can’t find the answer to your question? Contact Us – we are happy to provide you with personal advice.

General Information About AP Dialog

AP Dialog is a Swiss call center company headquartered in Baden, with additional locations in Vienna and Munich. The company provides inbound and outbound customer service, telemarketing and multichannel solutions for B2B and B2C companies. AP Dialog is a member of the industry association Callnet and has many years of experience across industries such as energy, mobility, services, manufacturing, fundraising, IT and telecommunications. Find out more in About Us.

AP Dialog operates call center locations in Baden, Switzerland; Vienna, Austria; and Munich, Germany. Its headquarters are located at Täfernstrasse 11, CH-5405 Baden-Dättwil, Switzerland.

AP Dialog serves companies in the energy, mobility, services, industrial, fundraising, IT and telecommunications sectors, supporting both B2B and B2C businesses.

AP Dialog provides customer service and telephone support in Swiss German, Austrian German, Standard German, English, Italian and French, enabling companies to serve customers throughout the DACH region and beyond.

Inbound Call Center & Customer Service

An inbound call center handles incoming customer inquiries, such as questions about orders, support requests, complaints or general information. AP Dialog takes on this role for companies, providing a professional customer-facing presence by phone, email and chat.

AP Dialog offers customer service and service center solutions, inbound sales, back-office services, as well as information and helpline services. This enables the company to cover the entire inbound customer journey, from the initial inquiry through to the completion of a sale. You can find an overview on our site Services.

Yes, AP Dialog can provide 24/7 customer service, supported by flexible technical infrastructure that also enables agents to work from home.

Customer service handles direct communication with end customers by phone and through digital channels, while the back office manages administrative processes behind the scenes, such as data maintenance, order processing and document management.

Outbound Telemarketing & Sales

In the outbound area, AP Dialog handles proactive customer outreach for customer acquisition, customer retention, upselling and cross-selling, as well as market research. The goal is to win new customers and strengthen existing customer relationships.

AP Dialog uses a sophisticated communication methodology based on the principles of Logos, Ethos and Pathos, combined with a rapid assessment of the conversation partner’s personality type. This enables agents to adapt their approach to each individual and engage customers through authentic dialogue rather than relying on a rigid script.

Yes, market research is one of AP Dialog’s outbound services. The company conducts telephone surveys and market analyses on behalf of businesses.

Sales outsourcing means that a company outsources all or part of its sales process to AP Dialog — from customer outreach and consultation through to closing the deal.

Multichannel & Digital Channels

Multichannel customer service at AP Dialog means supporting customers across multiple channels: phone, email, chat, online video and audio conferencing, as well as virtual shopping — all from a single source and with consistent quality. Find an overview of our multichannel services here on our Solutions page.

AP Dialog Digital stands for AP Dialog’s intelligent automation and hybrid solutions, combining human advisors with modern technology to make customer service more efficient and scalable. Find out more under AP Dialog digital.

Yes, AP Dialog operates telephone directory assistance services in Switzerland (1820.ch), Austria (118811.at) and Germany (11840.de).

Costs, Quotes & Collaboration

The costs depend on the scope of services, the channel (inbound/outbound) and the industry. AP Dialog provides budget calculators on its website for Inbound– and Outbound– quotes that allow companies to request a customized offer tailored to their individual needs.

Thanks to cloud-based, flexible IT systems, AP Dialog can be integrated relatively quickly into existing customer service and sales processes. The exact timeframe depends on the scope of the project and is discussed during a personal consultation and quotation process.

Yes, AP Dialog employees generally participate in project briefings with the client to ensure an effective transfer of knowledge and expertise. Direct communication with the client is maintained throughout the entire project to ensure continuous optimization.

Quality, Data Protection & Location in Switzerland

AP Dialog deliberately chooses Switzerland as its location in order to optimally meet the local linguistic and cultural characteristics as well as the specific needs of Swiss customers.

AP Dialog ensures high service quality through low employee turnover, consistent training in communication techniques, many years of experience in business process outsourcing, and modern cloud-based IT systems that enable seamless process integration.

Couldn’t find the answer to your question? We’d be happy to provide personal advice.

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