The Future of Customer Service Sites TP, a specialist in digital business services, is set to take over Telefónica Deutschland’s customer service sites in Bremen and Rostock
- Telefónica Deutschland is aligning its service structures to changing customer needs and market conditions
- TP is expanding its German service portfolio with qualified customer service teams in the telecommunications market
The customer service sites in Bremen and Rostock operated by the telecommunications company Telefónica Deutschland, with around 430 employees, are set to change ownership effective January 1, 2027. The new owner will be TP (known as Teleperformance until 2025), a specialist in digital business services. Telefónica Deutschland and TP signed a corresponding agreement on October 30, 2026. The sale remains subject to approval by the antitrust authorities.
Telefónica Deutschland is currently undergoing a transformation process. The company is repositioning itself to reflect changing customer behaviour, the impact of artificial intelligence on services and an ever-increasing division of responsibilities with partner companies. In addition, customer service is currently undergoing a profound transformation due to a changing market: tariff structures are becoming simpler, network services are improving and customers are increasingly using self-service options.
“We have to reflect these developments in our organization and our service concepts. Our priority is to find a sustainable solution for our employees. As a specialist in this field, TP has the resources, scale and expertise to develop customer services for the future,” says Mallik Rao, Chief Operating Officer of Telefónica Deutschland. The sale of the sites is part of a comprehensive, company-wide transformation designed to make the telecommunications provider even faster, more adaptable and more efficient. “TP is a long-standing partner that provides us with top-tier services for our customers, while also offering opportunities for our colleagues in Bremen and Rostock.”
Mallik Rao
With this transaction, Telefónica Deutschland plans to reduce the number of its own contact centers in Germany from five to three locations. The objective remains to respond flexibly to short-term fluctuations in call volumes, to further strengthen availability and quality, and to take on specialized tasks. This is to be achieved through a combination of in-house teams and automated technological solutions. In addition, Telefónica Deutschland’s ‘Customer Service & Sales’ team will receive support from external partners as needed.
Sites set to expand TP’s strong German portfolio
As a national and international provider of digital business services, TP has extensive expertise in transforming service processes to make customer service faster, simpler, and more secure, thereby positioning it for the future. TP intends to integrate the existing Telefónica Deutschland sites in Rostock and Bremen into its extensive international network, strengthen them, and where possible market their services to additional clients. Telefónica Deutschland’s order volume provides a solid foundation, which TP will handle as a service provider at the sites in Bremen and Rostock.
“The telecommunications industry, as well as the acquisition of in-house customer service operations (captive takeovers), are growth drivers for TP both globally and in Germany,” says Rainer Majcen, Chief Executive Officer of TP German Speaking Markets. “With our entrepreneurial strengths, our operational experience, and our operational capabilities, we look forward with pride to the opportunity to take our long-standing partnership with Telefónica Deutschland to another level. Subject to approval by the antitrust authorities, we look forward to integrating the Telefónica employees into our international team of highly qualified customer service experts. Provided that approval is granted, we will leverage our long-standing, trusting partnership with Telefónica to ensure a smooth transition for employees and customers.”
Both parties to the agreement are still requiring approval from the relevant antitrust authorities. Until such approval has been obtained, the sites will remain under the control and responsibility of Telefónica.
| About Telefónica Deutschland As one of the world’s leading telecommunications companies, Telefónica wants to be the best gateway to digital technologies for citizens, businesses and institutions. With more than 300 million connections and an annual turnover of 35 billion euros, the Telefónica Group focuses its activities on Spain, Brazil, Germany and the United Kingdom. Telefónica Deutschland accounts for around a quarter of the Telefónica Group’s turnover. As a full-service telecommunications provider, it is the leading mobile network operator for citizens and a key player in the market for innovative partner offerings, as well as a rapidly growing provider of solutions for enterprises. The company’s core brand is O2, alongside secondary and partner brands such as Blau and Ay Yildiz. Its range of services includes traditional telephone and internet connections, as well as digital services in the areas of the Internet of Things, security, entertainment and data analysis. In the mobile communications sector, Telefónica Deutschland serves around 35 million connections (31 March 2026). The provider’s multi-award-winning mobile network covers more than 99 per cent of the population. In 2025, Telefónica Deutschland generated revenue of 8.2 billion euros. About TP in Germany TP in Germany is part of the TP Group. TP is a global provider of digital business services that consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The group’s comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of Specialized Services such as interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the group’s local presence allow it to be a force of good in supporting communities, clients, and the environment. The company was founded in 1978 and employs approximately 490,000 employees worldwide. In Germany, the company has offices in 15 cities. For more information: www.tp.com |
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