Shared service & call centres are instruments used by companies to maintain good contacts with their clients. This is a rapidly expanding sector, with a particular need for qualified, preferably multi-lingual staff and the right types of accommodation.

The Maastricht Region is a perfect place for contact centres thanks to its international location. Moreover, three language areas come together in the region: the German, the French and the Dutch. Consequently, there is a good supply of multi-lingual staff and native speakers in the Euroregion. In combination with the high level of education, the accommodation and the telecom infrastructure, the region is an excellent breeding ground for contact centres to set up their European call centres and shared service centres.

Hennes & Mauritz

The Swedish fashion giant Hennes & Mauritz opened a customer contact centre in Maastricht, where questions about the H&M collection are answered. The contact centre currently has more than 200 staff. H&M opted to set up in Maastricht due to the international and strong image of the town, the availability of multi-lingual employees and – with a view to the expansion of online sales in Germany – the easy accessibility of the premises in question along the A2 motorway near the De Geusselt stadium. H&M is one of a series of international companies that serve the European market from a contact centre based in Limburg, including Vodafone, Mercedes-Benz, DHL, Teleperformance and Clerical Medical.

Mercedes-Benz Customer Assistance Center Maastricht (CAC)

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the primary contact point for established and potential customers in Europe. Multilingual staff is always available to help customers in the event of an emergency (24-hour service) and to provide a comprehensive range of other customer services. These include complaint management and the provision of information on passenger cars and commercial vehicles. In addition, the CAC operates customer loyalty programs, conducts surveys, and analyzes vehicle data. Currently, the CAC answers an average of 2.5 million requests per year using various communication media.

Contact Centre Academy

The contact centre industry has grown enormously in Maastricht in the past ten years. A new training institute for customer service employees was set up to meet the growing demand for qualified staff: the Contact Centre Academy. As a response to increasing developments with regard to technical applications, the CCA offers structural training. This training focuses on improving the competence levels of customer contact centre staff in the Maastricht Region.

Please contact Marc Croijmans for more information about investment inquiries for Contact Centres, Life Sciences and Tourism. Marc Croijmans s is employed as an expert in these clusters. He can provide you with more information about investment possibilities.

Marc Croijmans
+31 (0)6 27 85 05 91