Guide
What we've learned from many years in customer service, for companies and for everyone who works in customer service.
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For agents
10 tips for working from home as a customer service agent
Workspace, fixed hours, breaks: how to stay calm and easy to reach at home.
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For companies
Outsourcing customer service: 7 questions before the first call
Volume, languages, hours, data protection: with these answers the first call is short and the quote is accurate.
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For companies
What does multilingual customer service cost in 2026? In-house, Pristina or AI
Wages are only one of six cost items. What an hour of customer service costs in-house in Germany, outsourced to Pristina and with an AI agent.
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For agents
How your application at krejton works, step by step
Find a job, apply in 2 minutes, get an answer within 5 working days, phone call with language test, paid training. And: krejton never asks for money.
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For agents
Language level A1 to C2: what does it mean on the phone?
B2 or C1 in the job ad? What the CEFR levels mean, what works on the phone at each level and how to assess and improve your level honestly.
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For companies
AI voice agent or human: who should take which call?
An AI voice agent can handle standard questions and appointments, while complaints, advice and sales need people. How to split your calls, with a sample calculation per minute and per call.
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For companies
Why Pristina? Customer service from Kosovo, a sober look
Same time zone, the euro, a flight of about two hours and a young population. What speaks for Pristina and which challenges you should know about.
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For companies
Customer service KPIs: the five that really matter
Service level, response time, first contact resolution, handling time and satisfaction: what they mean, how to measure them and why pressure on handling time hurts resolution.
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For companies
The 14-day trial: how to test a service provider before you commit
Preparation, onboarding, live work with call monitoring, review: how the two weeks run and how to recognise quality.
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For agents
Difficult callers: how to stay calm and still help
Listen, name the feeling, clarify the facts, offer a solution: five steps for angry callers, with example phrases and clear limits when insults start.
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For agents
Voice, ears, back: staying healthy through a day on the phone
Drinking water, headset volume, screen, posture, the 20-20-20 rule and a clear end to the day: simple tips for your working day on the phone.
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For agents
From beginner to team lead: your path in customer service
Beginner, Pro, Senior, Team lead: what you can do and learn at each level at krejton, how the paid training works and why languages speed up your path.
