Service center in Aachen for two decades of support
In the heart of Germany lies the historic city of Aachen, known for its strategic location and significant roles throughout the centuries. Today, Aachen is also home to a modern service center that has been serving its citizens for two decades - the Call Center Aachen.
Established in 2005, the Call Center Aachen started as a professional service center for the city of Aachen, aiming to bridge the gap between citizens and the city administration. Over the years, it has evolved from a simple information service into a modern first-level support for concerns.
The center currently employs 35 dedicated individuals who handle approximately 80,000 telephone calls, emails, and messages from citizens via the municipal service portal each year. This dedicated team has taken on central communication tasks during crises, such as bomb findings or flooding, and has proactively complied with the requirements of the Online Access Act, standardizing and digitizing information.
One of the key advancements in the Call Center Aachen's operations is the introduction of a professional knowledge database. This innovation has made advice more comprehensive and faster, ensuring that citizens receive efficient and accurate assistance.
In response to the increasing expectations of citizens due to the spread of call centers in the private sector, the establishment of the Call Center Aachen was a natural progression. Today, it serves as a central point of contact for questions and concerns regarding the city administration.
During the COVID-19 pandemic, the number of calls at Call Aachen doubled to around 800,000. The center adapted to the situation, providing essential support to its citizens in these challenging times.
As digital demand increased, Call Aachen also took on the responsibility for the first-level support of all "One for All" online services (EfA) starting from 2025. This move forms an important bridge in an increasingly digital administration, ensuring that even those who may lack knowledge or experience with online services are supported.
Recognising the importance of the Call Center Aachen, the renowned specialist magazine for dialog marketing and customer service, CallCenterProfi, is dedicating its current issue to the service center.
To mark its 20th birthday, Call Aachen has published a current video about itself and its people on YouTube. The video offers a glimpse into the day-to-day operations and the dedicated individuals who make the service center such a vital part of Aachen's community.
While the history of the Call Center Aachen's evolution from a simple information service to a crisis hotline and first-level support for online services is not extensively documented, it follows a common pattern observed in service centers worldwide, especially in technologically advanced cities like Aachen.
For those seeking detailed, precise information about the establishment, timeline, and functional shifts of the Call Center Aachen, further targeted research focusing on local business archives, municipal records, or telecommunications companies in Aachen would be required.
Call Aachen can be reached Monday to Friday from 7 a.m. to 6 p.m. via 0241 4320 or the government number 115. A RSS feed for press releases is available at https://www.ourwebsite.de/rss-feed-press-releases/rss.xml.
The Call Center Aachen, established in 2005, has transformed from a simple information service into a modern first-level support for concerns, providing a lifestyle hub for citizens seeking assistance with city administration matters. Home-and-garden improvements, not typically associated with call centers, are not explicitly provided by this service, but it serves as a central point of contact for numerous concerns, becoming an integral part of Aachen's community.
