Checklist: outsourcing German-language customer support to Kosovo

18 October 2026

Use these ten questions with any provider, including us.

1. Language. Which German level do agents have, and how is it tested? Example job listings in Kosovo ask for level C1 or higher.
2. Time zone. Are the working hours the same as yours? Kosovo is on Central European Time.
3. Data protection. Is there a data processing agreement, and are transfer safeguards in place?
4. Security. Which standards does the provider follow, and can you see proof?
5. Quality. How is quality measured, and how often do you get reports?
6. Training. Who trains the agents, and how long does it take?
7. Scale. Can the team grow for peak times?
8. Contract. Who employs the agents, and who is liable?
9. Escalation. Who do you call when something goes wrong?
10. Exit. What happens to your data and your processes if you stop?

Source for the language level example: job listing. General information only.