The 30-minute results check for your customer service

Somewhere between the call and the invoice, your money is slipping away.

We'll tell you where, and how much. In contacts that shouldn't exist, in the conversation itself or in the contract with your outsourcer. Often a bit of each.

1A figure in euros
2Your three biggest levers
3One action for Monday

Choose a time See a sample memo

30 minutes · free · confidential · directly with Matthias Werlich · memo the next working day

And if there's nothing there, we'll tell you that too.

Then you get it in writing: why your customer service is in good shape. A second opinion to pass on to your MD or CFO, ahead of the budget round, for instance.

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What you get: one page, the next working day.

This is what the memo looks like after the call. Written to be read in five minutes and passed on.

Results memo · Sample company · confidential

Draft with sample figures

1Starting point

100 service FTE, 40 of them with an outsourcer · phone, email, chat, around 60,000 contacts a month · billed by the hour, contract until 06/2027

2The figure

€375,000–560,000a year, as a cautious range · around €31,000–47,000 for each month you wait

3The three biggest levers

Lever	Where	Euros a year
Delivery status queries	Contact reason	€180,000–270,000
Second call about an unclear invoice	Conversation	€120,000–180,000
Billing by the hour instead of by result	Outsourcer contract	€75,000–110,000

4Action for Monday

For one week, log every status query along with what triggered it. Who: team lead, phone. How you'll know in 4 weeks: status queries as a share of total volume.

Matthias Werlich · Managing Director, DStratiCX

1
A figure in euros
As an honest range, not a single number. Every assumption that doesn't come from you is marked as one.
2
Your three biggest levers
From contact reason through the conversation to the outsourcer contract. With the likely cause and the amount.
3
One action for Monday
Aimed at the biggest lever and chosen so your team can do it without us.
4
Written to be passed on
In the language of your MD and CFO, no jargon. One page, as a PDF.

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How it works.

Step 1
Choose a time
In the calendar on Calendly
Pick a free slot; the invitation arrives straight away.
Step 2
30-minute call
Directly with Matthias Werlich
We go through your most common contact reasons, the conversation and the contract with your outsourcer. Three key figures help: service FTE, contacts per month and how you're billed.
Step 3
Memo the next working day
One page, confidential
You get the memo either way. Whether and how things continue is up to you.

Portrait of Matthias Werlich, arms crossed

Who's coming · Matthias Werlich

18 years on both sides of the table.

As an outsourcer, I took a site back into profit; as a client, I was responsible for 950 FTE in 6 countries. I know both sets of numbers. That helps when someone wants to sell you hours.

−14%cost per transaction at IDnow, as the client

30%+contribution margin after turning round the Halle site

950 FTEled, in-house teams and outsourcers in 6 countries

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What you might be wondering.

Is this a sales pitch in disguise?

You get the memo either way, even if you don't want anything further. If you do, the next step is a lever analysis in 10 working days. Whether you take it is your call.

What do I need to prepare?

Nothing in writing. Three key figures help: service FTE in-house and at your outsourcer, contacts per month and how your outsourcer bills you.

What happens to our figures?

They stay confidential and only go into your memo. How we handle data is set out in our privacy policy.

Who is it worth it for?

Companies with 30 to 500 people in customer service, in-house, outsourced or both.

What does the results check cost?

Nothing. 30 minutes of your time; the memo arrives the next working day.

Still have a question?

+49 176 20900332 · info@dstraticx.eu

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Choose your time.

30 minutes that deliver a figure in euros. Or the certainty that nothing is slipping through at your end.

Book the 30-minute results check

The calendar opens on Calendly in a new window. Pick a free slot; the invitation arrives straight away.

Choose a time on Calendly

30 minutes · free · memo the next working day

Not quite there yet? Two other ways:

Do the maths first

The calculator shows in two minutes what contacts that shouldn't exist cost you.

To the calculator →

Read first

Whitepapers and solution briefs on interim management, tenders and costs in customer service.

To the publications →