Nearshore CX from Prishtina, Kosovo

German-speaking support teams, run from Kosovo.

You buy a running service, not a headcount. We hire, train, and manage the agents in Prishtina, and we keep them.

Book a call See how it works

For European companies that need German-language capacity without building an operation abroad.

German-speaking customer support agents at work
A dedicated team that staysWe hire, train and keep the agents, yours alone.
Standard & Swiss GermanTested before anyone starts on your account.
GDPR-compliant by designEU data handling, DPAs and NDAs.

What we do

The output of an in-house team, without opening one abroad.

Solva Teams builds and runs dedicated German-speaking teams for customer support and back-office work. Your customers talk to people we employ, train, and manage on your behalf: reachable, accountable, and briefed on your product.

You’re billed monthly per active full-time agent. We carry the employment, the infrastructure, and the operational risk. You manage the work, not the payroll.

How we work

One team, built with you and run end to end.

Four steps from first call to a live team. You stay in control of who joins it.

1

Understand

You tell us the role: language level, hours, volume, and what “good” looks like for your customers.

2

Build

We recruit and test in Prishtina, then set up the workspace, tools, backup power and redundant internet.

3

Select together

We select for language, capability and fit, then agree the team structure with you. We bring you a shortlist of strong candidates for the final interview, and you make the final choice.

You decide who joins your team
4

Run together

The team goes live, billed monthly per active full-time agent. We handle the people and the risk; leadership stays involved on every account.

Works in your stack

Your tools, your processes. We fit in.

Our agents work inside your tools: your helpdesk, your CRM, your team chat. They follow your processes and your rules. You don’t switch systems for us.

For example

  • Zendesk
  • Salesforce
  • HubSpot
  • Freshdesk
  • Intercom
  • Zoho
  • Slack
  • Microsoft Teams

Using something else? Tell us what it is. Product names belong to their owners; we’re not affiliated with them.

Getting started in your setup

  1. 01
    Understand

    We learn your tools, workflows, macros and escalation paths before anyone talks to a customer.

  2. 02
    Build

    You create the accounts, with the access you decide. We train the team on your knowledge base, in your setup.

  3. 03
    Select together

    You interview the shortlist and decide who works in your systems.

  4. 04
    Run

    The team works in your queues. Every week you get a short report: what happened, what we noticed, what we’re changing.

Quality assurance

We measure the work. You see it every week.

Every week you get a short report on how your team is doing. The point is simple: we find a problem before you do.

Back-office: checked twice

In back-office work the real risk is a wrong entry, not a slow one. So every process gets a second QA check on top of the first: accuracy over speed.

What we track

  1. 01
    Uptime

    Is your team logged in and available when your schedule says it should be?

  2. 02
    QA scorecard

    We review a sample of real interactions against a scorecard agreed with you: accuracy, tone, process, language.

  3. 03
    Productivity

    Volume handled and time spent, always read together with quality, never instead of it.

  4. 04
    CSAT

    When you measure customer satisfaction, we follow it per agent and act on it.

  5. 05
    Agent attrition

    Who left the team, and why. Retention is what we sell, so we report it openly.

Retention is the product.

In this business, the teams that stay are the ones that get good. We employ the agents and build a place worth staying in, so you’re not paying to re-train a new team every quarter.

What we guarantee

Three things you can hold us to.

01

Downtime stays our problem

Every seat runs on backup power and a second internet line. A power cut in Prishtina never reaches your customers.

02

German that sounds like German

We test every agent in standard and Swiss German before they start, so it’s not your customers who find the gaps.

03

The team that stays

We employ the agents and invest in keeping them. You work with the same people long enough for them to master your product.

About

A focused operation, not a call centre that does everything.

We’re based in Prishtina and we’ve spent years hiring, training and running support teams in this market. Kosovo has a deep pool of fluent German speakers, including rare Swiss German, and a young workforce built for this work.

01Based in Prishtina, KosovoTime zone and culture aligned with your European operations.
02Led by call-centre operatorsOver a decade running support floors in this market.
03We employ every agentA service, not a placement fee. The employment relationship is ours.
04Standard & Swiss GermanLanguage capacity that’s rare and expensive to find elsewhere.
Open-plan office, back-office operations

Contact

Tell us what you need.

Weighing up German-language capacity: one seat or a whole team? Send us the shape of it and we’ll tell you honestly whether we’re the right fit.

Prefer email? agon@solvateams.com

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