What Newstel does

Newstel GmbH is a Hamburg-headquartered digitally-led multilingual customer service outsourcing (BPO) provider founded in 2015, serving primarily e-commerce and direct-to-consumer brands with secondary exposure to SaaS, online marketplaces, travel/subscription, and B2B services. Core offerings span customer service outsourcing (voice, email, live chat, social media, WhatsApp), back-office BPO (data processing, logistics, chargebacks, invoice processing, Amazon order management, market research, sentiment analysis), and live chat outsourcing with 24/7 coverage. The platform integrates with Zendesk, Freshdesk, Puzzel, Gorgias, Salesforce, Shopify, WooCommerce, Magento, Slack, Microsoft Teams, Evaluagent, and other ecosystem tools, augmented by AI-enabled features such as AI chatbots, AI voice-bots, flowbots, and a proprietary Abandoned Cart Recovery System.

The business operates a fully loaded hourly-rate pricing model with an initial two-month commitment followed by monthly rolling contracts, no minimum seat requirements, no turnover tax, and billing only for productive hours — claiming up to 30% cost savings versus fully onshore in-house teams and up to 10x scaling during peak periods. Newstel delivers through a ~200-strong global team distributed across Hamburg (HQ), Glasgow (UK CX Centre of Excellence), Istanbul, Quinta do Lago (Portugal), San Ġwann (Malta), and Manila, covering 12 languages and 95 countries with a stated 4% employee attrition rate. The company is privately held, founder-led (co-founder Jonas Fandrey as CEO), with no disclosed external funding.

Name

Newstel

Legal name

Newstel GmbH

Website

https://newstel.com

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

11–50 employees

Short description

Newstel is a Hamburg-headquartered multilingual customer service and BPO outsourcing provider serving primarily e-commerce and D2C brands across 12 languages and 95 countries, with delivery hubs in the UK, Turkey, Portugal, Malta, and the Philippines.

Ownership category

akta.pro rank

Product category

Customer Service Outsourcing / Multilingual BPO

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Telephone Call Centers (56142), Business Service Centers (56143), Telephone Answering Services (561421)

SIC

Services-Help Supply Services (7363), Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Services (8741)

akta.pro primary industry

Order Management & Customer Fulfillment Support (BPAAAAAE)

akta.pro secondary industries

Technical Support & Helpdesk Contact Centers (BPAAAAAI), Print, Mailroom & Document Workflow Services (Inbound/Outbound Processing) (BPAAAKAL), Billing, Payments & Account Administration Centers (BPAAAAAF)

Keywords

• Customer service outsourcing
• Business process outsourcing
• Multilingual contact centre
• Ecommerce customer support
• Live chat outsourcing

Headquarters

HQ city

Glasgow

HQ country

United Kingdom

HQ region

Europe

Offices6 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Customer Service Outsourcing (BPO): Full-service or hybrid outsourced customer support delivery including inbound, outbound, omnichannel, and overflow support. Revenue generated through a fully loaded hourly rate model where clients pay only for productive working hours. Includes dedicated or shared agent structures, team management, QA, and reporting. Up to 30% cost savings vs. onshore in-house models.
2. Back Office Support (BPO): Business process outsourcing services including data processing, logistics management, chargeback administration, invoice processing, product claims processing, Amazon order management, market research, and customer sentiment analysis. Delivered as part of the managed services hourly rate model.
3. Live Chat Outsourcing: Specialist live chat operators providing 24/7 coverage, cart recovery, pre-sale enquiries, logistics support, and account management. Billed through the same fully loaded hourly rate model. Average live chat response times under 2 minutes with 60% reduction in abandoned conversations.
4. Technology Integration and Optimization Services: Specialized services to unlock full capabilities of customer helpdesk software (Zendesk, Freshdesk, Puzzel, Salesforce) including optimization, automation, and workflow improvements. May include deployment of chatbots on e-commerce platforms.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels7 records

Core offering

Newstel delivers managed, multilingual customer service outsourcing for e-commerce brands, SaaS companies, marketplaces, and B2B service firms across 12 languages and 95 countries. Its portfolio centres on three core lines: full-service customer service outsourcing (inbound/outbound, omnichannel across voice, email, chat, social, and WhatsApp), back-office BPO (data processing, logistics, chargebacks, invoicing, order management, market research), and live chat outsourcing with 24/7 coverage and abandoned-cart recovery. Services are delivered through a fully loaded hourly rate model with elastic scaling, billed only for productive agent hours.

Product overview

Newstel is a digitally-led multilingual customer service outsourcing provider offering a platform of interconnected BPO services. The core offerings include Customer Service Outsourcing (covering inbound/outbound omnichannel support), Back Office Support (BPO), and Live Chat Outsourcing. These are supplemented by specialized modules for Shopify, Ecommerce, Travel, and Multilingual customer support. The portfolio also includes AI-enabled solutions such as chatbot integration, voice-bot solutions, and abandoned cart recovery systems. All services operate on a flexible pay-as-you-go pricing model with rapid scaling capabilities.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Service Outsourcing
• Back Office Support (BPO)
• Live Chat Outsourcing
• Multilingual Customer Service Outsourcing
• AI Chatbot Integration
• AI Voice Solutions
• Abandoned Cart Recovery System

Quantifiable outcome

• Up to 30% cost savings compared to fully onshore in-house customer service models
• +8 more outcomes

Named customers13 records

Segments6 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration25 records

AI capability7 records

Feature4 records

Partnerships

Nine partnerships are on record, tiered core.

• ZendeskcoreTechnology or IntegrationZendesk is a primary helpdesk and ticketing platform integrated with Newstel's customer service operations. Newstel provides specialized expertise in optimizing Zendesk workflows, including processes, queues, triggers, and automations. For OnBuy.com, Newstel developed substantial Zendesk workflow improvements that enhanced efficiency and customer experience.
• FreshdeskcoreTechnology or IntegrationFreshdesk is a helpdesk and customer support platform used as part of Newstel's omnichannel support offering. Newstel integrates directly with Freshdesk for ticket management, agent workflows, and reporting across customer service operations.
• PuzzelcoreTechnology or IntegrationPuzzel is a cloud contact centre platform integrated with Newstel's customer service delivery. Newstel leverages Puzzel's omnichannel capabilities to deliver integrated customer support across multiple channels.
• ShopifycoreTechnology or IntegrationShopify is a primary e-commerce platform supported by Newstel's customer service and live chat outsourcing services. Newstel deploys chatbots on Shopify and provides dedicated e-commerce customer support for Shopify brands with agents trained on orders, returns, subscriptions, and platform-specific workflows.
• WooCommercecoreTechnology or IntegrationWooCommerce is an e-commerce platform integrated with Newstel's customer service delivery. Newstel provides chatbot deployment and support services for WooCommerce-based online stores.
• SalesforcecoreTechnology or IntegrationSalesforce CRM is integrated with Newstel's customer service operations, enabling direct data access and workflow integration for agents managing customer interactions and account management.
• GorgiascoreTechnology or IntegrationGorgias is a helpdesk platform integrated with Newstel's customer service operations. Newstel provides omnichannel support through Gorgias including email, live chat, and social media management.
• EvaluagentcoreTechnology or IntegrationEvaluagent is a quality performance platform used by Newstel for QA monitoring, scorecards, call calibration, and structured agent coaching. Integrated into client systems (e.g., Chilly's Bottles) for comprehensive quality assurance across all customer management activity.
• UK Contact Centre Forum (UKCCF)coreStrategic or Co-development PartnerUKCCF is an industry association and community for contact centre professionals in the UK. Newstel is an active member participating in UKCCF awards and industry events, winning five awards in 2025 across leadership, strategy, and workplace categories.

Scale indicators13 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• SupportNinja: Customer experience outsourcing company offering omnichannel support, back-office processing, and AI-augmented services to SaaS and e-commerce brands. Similar mid-market positioning, omnichannel model, and focus on tech-enabled CX delivery.
• Helpware: Tech-enabled BPO providing customer support, back office, content moderation, and AI data services across multiple delivery hubs. Comparable to Newstel in delivering omnichannel CX and back-office BPO with a distributed global workforce.
• Arise Virtual Solutions: Work-from-home customer service BPO platform connecting client brands with distributed agents across multiple geographies. Comparable to Newstel in providing flexible, scalable outsourced customer support but uses a crowdsourced agent model rather than direct employment.
• ModSquad: Digital customer experience outsourcing firm providing social media moderation, customer support, and community management for digital-first brands. Comparable to Newstel in serving e-commerce and SaaS clients with omnichannel support needs.
• SupportYourApp: Multilingual customer support outsourcing provider specializing in SaaS, tech, and e-commerce brands. Operates a native-speaker model across 30+ languages with similar digital-first positioning to Newstel — directly comparable in service mix, target market, and size.
• PartnerHero: Tech-enabled CX outsourcing company offering multilingual customer support, content moderation, and trust & safety services to high-growth digital brands. Shares Newstel's focus on subscription-based managed services and integrations with Zendesk/Intercom-class platforms.

Broad incumbents

• Concentrix: Global leader in customer experience outsourcing and digital commerce services with operations across 40+ countries. Competes with Newstel in e-commerce CX but operates at vastly greater scale across all major verticals and languages.
• Teleperformance: One of the world's largest omnichannel customer experience management companies, serving enterprise clients in 100+ countries. Provides multilingual CX at a global scale that Newstel competes against in larger enterprise RFPs.
• Foundever: Major CX and BPO provider (formerly Sitel/IBEX) serving enterprise clients globally across customer care, digital CX, and trust & safety. Overlaps with Newstel in e-commerce and digital CX delivery but at much larger scale and broader vertical coverage.
• TTEC Holdings: Global customer experience technology and services company offering CX, digital, and AI-powered solutions across multiple verticals. Directly competitive with Newstel for enterprise CX outsourcing deals but with substantially larger scale and broader service portfolio.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/cotswoldwebservices
• LinkedInlinkedin.com/company/newstel-media-ltd

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles12 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Newstel