hey contact heroes GmbH has been recognized with a 2026 Global Recognition Award for its work in customer experience. The Hamburg-based, fully remote service provider earned the distinction through measurable quality, a stable workforce, and a service model that pairs native-language agents with in-house artificial intelligence. Its results show a firm that treats customer service as a source of growth rather than a cost.

Founded in 2021, hey contact heroes serves clients such as 1&1, Universal Music, mydays/Jochen Schweizer, and aufinity Group (bezahl.de) by phone, email, chat, and messenger. More than 500 team members in 17 European countries, representing 22 nationalities and 24 languages, handle those contacts, and each customer is served in their language and cultural context. Training, team leadership, quality management, and project management are directed from Germany, which keeps standards consistent in every market.

Measured Quality At Scale

hey contact heroes backs its service with data, and every agent receives 20 quality evaluations each month. The average quality score is 96 out of 100, while about 86 percent of agents score above the threshold of the firm’s own Hero ScoreCard. The firm meets the agreed service level on roughly 355 of 365 days a year, and its forecast accuracy stands at 92 percent.

Supervision stays close to the work because each team lead looks after no more than 15 agents, so a coach is always near the customer conversation. For one of Germany’s largest telecommunications providers, hey contact heroes has run service with more than 150 partners across the EU for almost three years. That record shows the firm can keep quality steady while coordinating a large and varied network.

People, Technology, and Client Fit

hey contact heroes links customer experience to employee experience, and an external, anonymous survey conducted by Rogator shows engagement rising from 77 to 83 percent during 2025. The employee Net Promoter Score (eNPS) climbed from +38 to +52 over the same period, while attrition stays below 15 percent a year and average tenure is about 2.5 years. The firm signed the German Diversity Charter (Charta der Vielfalt) in October 2026, and its colleagues range in age from 18 to 77.

The firm develops its own artificial intelligence (AI) tools and combines them with human service, so customers receive fast answers and empathy where it matters. Voicebots, chatbots, and agent assistance handle routine tasks, and a human agent takes over with full context when a conversation requires it. New projects move from go-ahead to agent training in five working days, and the firm draws on 14 chat and messenger projects and on marketplaces such as Amazon, eBay, Otto, Kaufland, and MediaMarkt.

Final Words

Trust and security support the model, since every team member passes a background check with police clearance at the start and every three years. Every remote workplace is audited before a project begins and each quarter after that, and clients pay only for productive time while short-term volume increases carry no surcharges. Peter Glonek of aufinity Group has discussed the cooperation publicly in a joint interview at Shift CX and on the podcast “CS Unplugged,” which reflects the confidence clients place in the firm.

Co-founder and managing director Benjamin Barnack is vice president of the German Customer Service & Call Center Association (CCV), a member of the expert advisory board of Stiftung Warentest, and the author of several books on customer service and AI. Evaluation for a 2026 Global Recognition Award relies on a 1 to 5 grading scale, and shortlisted applicants are measured with the Rasch model, which creates a linear scale for each category and allows precise comparison across different strengths. A spokesperson for Global Recognition Awards, Alex Sterling, said, “hey contact heroes shows that consistent quality, engaged employees, and practical use of AI can deliver a customer experience that earns a 2026 Global Recognition Award.”