What ProMediaService does

ProMediaService GmbH is a Bielefeld-based B2B call center and dialog marketing outsourcing provider founded in 1998 as a wholly-owned subsidiary of the regional media group Mediengruppe Neue Westfälische. The firm operates three interconnected service lines: inbound customer communication (hotlines, order service, complaint handling, info services), outbound customer outreach (after-sales service, telemarketing, new customer acquisition, appointment setting), and external training/consulting (telephone sales techniques, business etiquette, complaint management, presentation, conflict management, time management, train the trainer). It serves a diversified base of roughly a dozen named enterprise and mid-market clients across publishing/media, foodservice (apetito), health insurance (Heimat Krankenkasse), automotive dealerships, electronics, security services, and IT consulting, handling more than one million customer contacts per year.

The company's core technology stack combines a call center operations platform (deployed with software from ttUnited), CRM and reporting infrastructure, IT hosting via Media IT Partner GmbH & Co. KG, and a proprietary knowledge management system called Sherlock co-developed with USU Software AG. Sherlock centralizes and automates real-time distribution of up-to-date information to agents, with the stated intent of reducing onboarding time and ensuring consistent service quality across clients. Quality assurance is delivered through Silent Monitoring, Side-by-Side-Coaching, and Call Recording methods. ProMediaService is also an accredited apprenticeship provider (Kaufmann/Kauffrau für Dialogmarketing) and a member of the IHK Bielefeld examination board, providing an internal talent pipeline.

The business model is project-based managed services with hourly rates and committed volumes, predominantly under long-term contracts that generate recurring revenue. Go-to-market is direct enterprise field sales, supplemented by referrals from the Mediengruppe Neue Westfälische ecosystem (newspapers, OWL Digital), industry networking through the Call Center Verband Deutschland, and the firm's employer brand on Kununu. The company is privately held with no external funding, employs approximately 50 people at its Bielefeld headquarters, and is led by Managing Director Christian Müller, who was appointed in December 2018 from within the parent group.

Name

ProMediaService

Legal name

Pro Media Service GmbH

Website

https://pro-media-service.de

Company type

Private

Founded year

1998

Operating status

Operating

Headcount range

51–100 employees

Short description

ProMediaService is a Bielefeld-based B2B call center outsourcing firm that provides inbound, outbound, and training/consulting services to publishing, foodservice, health insurance, and other German Mittelstand clients, handling over one million customer contacts per year as a subsidiary of Mediengruppe Neue Westfälische.

Ownership category

akta.pro rank

Product category

Outsourced Customer Communication Services

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Telephone Call Centers (56142)

SIC

Services-Miscellaneous Business Services (7380), Communications Services, Nec (4899)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Sales, Telesales & Lead Qualification Centers (BPAAAAAB), Telemarketing & Telesales Services (Outbound/Inbound) (BPAFAKAC), Telesales & Inside Sales Outsourcing (B2B/B2C) (BPAAADAE)

Keywords

• Inbound call center services
• Outbound telemarketing services
• Communication training services
• Customer service outsourcing
• Dialog marketing services

Headquarters

HQ city

Bielefeld

HQ country

Germany

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Call Center Outsourcing (Inbound & Outbound): ProMediaService generates revenue by providing outsourced telephone customer service and sales operations for corporate clients. Services include inbound customer service, outbound sales and telemarketing, and after-sales support. Billing is project-based, typically with committed volumes and agreed-upon hourly rates. Revenue is recurring in nature for long-term client relationships.
2. Training and Coaching Services: The company offers communication training, sales coaching, and personality development workshops to external clients as well as internally. Training topics include telephone sales techniques, business etiquette, conflict management, presentation skills, and time management. Delivered on-site at client locations or at ProMediaService's Bielefeld offices.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

ProMediaService provides outsourced telephone customer communication services for B2B clients across Germany, operating three interconnected service pillars: Inbound Call Center Services (incoming customer inquiries, order handling, complaint hotlines, info services), Outbound Call Center Services (active sales outreach, new customer acquisition, after-sales support, appointment setting), and Training/Coaching Services (communication skills, telephone sales, conflict management, business etiquette workshops). The company handles more than 1 million customer contacts annually for clients in publishing, media, foodservice, health insurance, and other industries.

Product overview

ProMediaService is a call center and dialog marketing service provider offering three interconnected service pillars: Inbound Call Center Services (handling incoming customer communications, orders, complaints, and info services), Outbound Call Center Services (active customer outreach, new customer acquisition, after-sales service, and sales), and Training/Consulting Services (communication and personality development training for external clients and internal staff). The company operates as a unified service platform rather than a modular software product, with individual training offerings (conversation techniques, active telephone sales, complaint management, business etiquette, presentation, conflict management, time management, train the trainer) available both as standalone offerings and as part of integrated customer service solutions. Supporting modules include Sherlock (knowledge management database), Quality Management (Silent Monitoring, Side-by-Side-Coaching, Call Recording), and customized project initialization processes.

Differentiator

Problem solved

Functional benefit

Products and services

• Inbound-Marketing / Inbound Call Center Services Incoming customer communication services including customer service center operations, order service, complaint hotline, special hotline, info services such as telephone exchange, and advertisement consulting and intake. Provides businesses with professional external support for handling customer inquiries, orders, and complaints.
• Outbound-Marketing / Outbound Call Center Services Active customer outreach services including after-sales service, product and service sales, new customer acquisition, address qualification, appointment scheduling for field sales, customer care, and info services. Focuses on winning new customers through transparency and competent argumentation.
• Training und Schulungen (Training and Consulting) Communication and personality development training services for external companies and internal staff. Includes communication trainings (phone conversation techniques, active telephone sales, emotional complaint management) and personality-enhancing trainings (business etiquette, presentation techniques, conflict management, time and self-management, train the trainer). Delivered on-site at client locations or at ProMediaService's Bielefeld offices.

Quantifiable outcome

• Over 1 million customer contacts handled annually
• +2 more outcomes

Named customers14 records

Segments5 records

Ideal customer profiles5 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

Feature1 record

Partnerships

Eleven partnerships are on record, tiered core, flagship and minor.

• USU Software AGcoreTechnology or IntegrationUSU Software AG is the technology partner behind ProMediaService's proprietary 'Sherlock' knowledge management database. The two companies co-developed an individualized knowledge management system that centralizes and automates the distribution of current information to customer service agents, improving service quality and reducing onboarding time.
• Mediengruppe Neue WestfälischeflagshipStrategic or Co-development PartnerMediengruppe Neue Westfälische is the parent company of ProMediaService. The group provides strategic backing, cross-selling opportunities within its regional media ecosystem (newspapers, radio, digital), and operational integration. ProMediaService provides customer communication services for group publications.
• OWL Digital GmbH & Co. KGcoreStrategic or Co-development PartnerOWL Digital is the digital in-house agency and subsidiary of Neue Westfälische, Lippische Landeszeitung, Mindener Tageblatt, and Haller Kreisblatt. Provides online marketing services including display and performance marketing, social media, and web analytics. Serves as a collaborative partner for shared digital projects.
• Call Center Verband Deutschland e.V. (CCV)minorOthersFounded in 1996 with approximately 350 members, the Call Center Verband is Germany's largest call center industry platform. ProMediaService holds active membership, participating in industry events, best practice exchanges, and leveraging the association's credibility and network.
• küster-pressedruckminorStrategic or Co-development PartnerProvides newspaper printing services and holistic project support from concept through printing to mailing. A trusted partner for print-related and logistical needs in the publishing ecosystem.
• Marketing-Club OWL Bielefeld e.V.minorGTM or Marketing PartnerPart of the German Marketing Association (DMV) with over 320 members, ranking among the Top 10 of more than 60 clubs nationwide. Provides networking and marketing expertise within the Ostwestfalen business community.
• ams – Radio und Media SolutionsminorStrategic or Co-development PartnerFull-service provider for local radio in Ostwestfalen-Lippe and Kreis Warendorf. Handles studio, broadcast, and transmission technology, advertising sales, marketing, and online services. Also provides corporate sound, podcast, video, live streaming, and event services.
• HLB StückmannminorOthersLeading independent audit and tax advisory firm in Ostwestfalen-Lippe, providing services in auditing, tax consulting, business advisory, and corporate/inheritance law.
• Kinderkrebsprojekt FRUCHTALARMminorOthersMobile pediatric cocktail bar project visiting children's cancer wards weekly across 18 hospitals in Germany, funded entirely by donations. Selected by the German Chancellor as one of the best 25 projects in Germany on June 17, 2015.
• Health at Work – Gesundheitsförderung am ArbeitsplatzminorOthersBielefeld-based occupational health management consultancy founded in 2002 by health scientist Dr. Sabine Meier, developing customized health programs for clients across various industries.
• Media IT Partner GmbH & Co. KGcoreTechnology or IntegrationExternal hosting provider for ProMediaService's website and digital infrastructure. Based in Bielefeld region. A data processing agreement (AVV) is in place to ensure GDPR-compliant handling of personal data on website visitors.

Scale indicators4 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Majorel: European-headquartered customer-experience and BPO group (now part of Teleperformance) providing inbound/outbound contact center, telemarketing, and training services to enterprise clients. Comparable in service model, much larger in footprint and language coverage.
• Teleperformance: Global leader in outsourced customer-experience management, providing inbound customer service, outbound sales, and telemarketing across dozens of countries. Comparable service mix; vastly larger scale and global delivery.
• Arvato (Bertelsmann): Major German-based BPO and customer-experience division of Bertelsmann, offering inbound customer service, outbound sales, and call-center operations globally. Comparable service offering but at vastly larger scale and broader portfolio.
• Concentrix: Global customer-experience and BPO provider with European (incl. German) operations, offering inbound/outbound call center, sales, and customer-care services to enterprise clients. Comparable services, much larger scale and geographic reach.
• Webhelp: European customer-experience and BPO group offering inbound customer service, outbound sales, telemarketing, and consulting/training. Operates in Germany and across Europe — directly comparable service stack, materially larger footprint.

Direct peers

• D+S Dialog Solutions: German call-center and dialog-marketing specialist offering inbound customer service and outbound telemarketing to mid-market and enterprise clients. Closest direct German peer in service mix and target customer profile.
• Competence Call Center: One of the largest German call-center/BPO providers, headquartered in Leipzig. Operates inbound and outbound customer-service and telemarketing centers serving enterprise clients across multiple verticals — directly comparable to ProMediaService in service mix, though at significantly larger scale.
• CCC Deutschland (Customer Care Center): German customer-care and call-center provider offering inbound customer service, outbound sales, and telemarketing across multiple verticals. Closest direct mid-sized peer in service portfolio (inbound/outbound/telemarketing) and German market focus.
• Sellbytel Group (now Concentrix S&B): German-headquartered sales and customer-service BPO with strong outbound/telemarketing and inbound support offerings. Direct peer in service mix and German market focus; now operating within Concentrix.
• SNcom AG: German call-center and dialog-marketing company serving enterprise clients with inbound service and outbound sales. Similar service portfolio, German Mittelstand client focus, and comparable mid-sized scale.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/ProMediaServiceGmbH
• LinkedInlinkedin.com/company/promediaservice-gmbh

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 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 ProMediaService