- We support complex companies
- We love challenges
- We want to change the world of work
Customers & Projects
Specialized in complex organizations
We specialize in complex organizations because we want to make a difference in the world of work and for our clients. We appreciate the challenges of modern collaboration. We meet the volatility, high standards and diverse regulations with many years of expertise, our certified quality management and framework agreements.
Opinions of our customers
What trainees and coachees say about us in their Google reviews:
Sehr starke unterstützung von den Trainer von SPM 2000 sehr hilfteiche tipps und coaching methoden beigebracht.Grüsse aus Kosovo Prishtina - AlbanXh.
Die Kombination aus Erfahrung vom Leistungssport mit dem, was im Business wichtig ist, sorgt dafür, dass die Trainings nicht standardmäßig runter geleiert werden, sondern immer einen besonderen Anstrich bekommen. Durch die guten Beispiele und eine Challenger-Position, schafft man auch die gesteckten Ziele.
Die Coachings von SPM2000 sind individuell auf die Mitarbeiter zugeschnitten. Die Trainer sind sehr professionell, wertschätzend und die Coachings bringen messbare Erkenntnisse sowie Verbesserungen. Zusammenfassend ist eine Zusammenarbeit mit SPM2000 definitiv empfehlenswert.
Die einwöchige intensive Weiterbildung war eine unglaublich interessante, fordernde und lehrreiche Zeit. Das ist dem super Team von SPM2000 zu verdanken! Angefangen bei einer tollen Organisation vor und nach dem Workshop sowie der herzlichen Betreuung durch Valerina und Samira während der gesamten Zeit. Unsere Trainer Torsten und Romy haben uns bestens auf die Prüfung vorbereitet. Vielen Dank an alle Beteiligten - ich freue mich schon auf das nächste Training bei Euch.
Wie empfande ich die Weiterbildung:1. Kurzes aber sehr intensives Training mit vielen praxisbezogenen Beispielen und Präsentationen.2. Kompetente Wissensvermittlung wo auch der Spaß nicht zu kurz kommt.3. Erstklassige Pausenbetreuung inklusive Getränke und Snacks. 4. Ich habe viel über mich selbst kennengelernt.Ein Dank an meine Trainer, Torsten und Romy 🙂
Angefangen von den hightech Räumlichkeiten bis hin zum unfassbar professionellen Team, war alles großartig!Besonderer Dank geht raus an: Samira, Valerina, Romy und Torsten!Vielen Dank für die schöne Zeit in Leipzig!Ich hoffe, wir sehen uns in zwei Jahren zum refresher wieder 🙂
Wenn Spiel, Spaß und Disziplin auf Flexibilität, Engagement und Nachhaltigkeit trifft, entsteht SPM2000!Trainings, Workshops & Coaching sind immer auf den Teilnehmer zugeschnitten und bringen grundsätzlich einen Mehrwert mit sich mit. Vielen Dank an das gesamte Team für die erfolgreiche und vertrauensvolle Zusammenarbeit.
Die Coachings mit Romy und Ben sind von Herzlichkeit und einer hohen Kompetenz geprägt. Trotz der herausfordernden Corona Richtlinien, haben wir es geschafft, verschiedene Führungskräfte- und Mitarbeitercoachings durchzuführen. Die Coachings sind individuell an uns Mitarbeiter angepasst und praxisorientiert, sodass ich nach jedem Gespräch mit mindestens einer Erkenntnis raus gegangen bin. Definitiv eine Empfehlung!
Project examples
Disruption of workflows through lockdown and home office.
Goal: To support managers in achieving their goals with regard to customers (accessibility, service contact) against the backdrop of the abruptly changed work reality (new work, home office).
Due to the Covid lockdown, a large number of employees were suddenly in home offices.
Our task was to maintain the key figures and employee loyalty under these completely changed working conditions.
Solution: Building a digital leadership culture: leading at a distance, team agility, virtual routines.
Methods:
- Coach-the-Coach: team kickoffs, short feedbacks, target discussions
- Short training sessions on changing communication routines, quality evaluations, etc.
- Knowledge collection on sentence building blocks in customer contact
Result: Stable figures despite rapid changes in work organization in the home office.
Team with different strengths, weaknesses and performance levels.
Goal: Modular education for managers (training managers and trainers) to expand their methodological competencies in front of employees and customers.
Solution: Assess individual strengths and weaknesses of participants, form training groups based on ability, and provide training to groups based on need.
Methods:
- Potential analysis (concept and implementation)
- Individual training program (concept and implementation)
- Accompanying method training and coaching of the practice
Result: The tailor-made training enables the participants to act as multipliers. They respond to employees and customers in a motivated and targeted manner, increasing their satisfaction.
Brand values have little influence on teams and do not penetrate through to customers.
Goal: Positive change in the customer relationship by internalizing the brand values and applying them in communication with customers.
Solution: Development and implementation of a communication concept to translate the brand values from theory into everyday work. Training of methodological competence among managers, employees.
Methods:
- Development of a project schedule with the executives (executive kickoff)
- Training with specialists and managers (coach-the-coach), 50% practical application by passing on the methods learned to the employee
- Coach-the-Coach-Refresher in day-to-day business
Result: Managers and employees have learned to apply abstract brand values in their daily work. Behavioral patterns and communication with customers were brought into line with the brand values. Customer satisfaction was increased.
References from our customers
We will be happy to send you our unabridged references upon request.
Eight years of successful collaboration
“Over the past eight years, SPM 2000 has supported our employees in adapting to new challenges, developing solutions and continuously expanding their skills. In this way, SPM 2000 contributes to improving the work in Customer Service & Sales.
In the period from 2017 to 2025, we successfully implemented several projects together with SPM 2000.
Performance team and leadership development (LTE) for heads of department, managing directors and MLOs
In addition to customized, personal coaching and mentoring, the development of our managers also included various team-building measures with indoor and outdoor concepts.
SalesRock 1.0 and 2.0
These sales programs were carried out twice in succession in different countries with different service providers. They are individually tailored to the learning, cultural and linguistic circumstances of the employees and also take into account the current challenges at our partner locations, such as forecasting, staff expansion and fluctuation.
ConCoach and Salesprediction
With the ConCoach program, SPM 2000 has developed a measure which, through the combination of 50% consulting and 50% coaching, focuses exclusively on the practical challenges of specialists and managers and works together with them to find solutions.
Thanks to their expertise, professionalism and innovative approaches, SPM 2000 can be recommended as a holistic partner in success-oriented business training and coaching. We look forward to continuing our collaboration with SPM 2000.”
Director Customer Service & Sales
Comprehensive multi-stage organizational development for managers and employees “Lighthouse projects Customer Sales & Service”
“In SPM 2000, we have found a partner that focuses on the individual as the smallest relevant particle, as well as the organization with its structures and its specific interaction between people and business reports. The methods used ranged from individual coaching on the job for employees, specialists and managers to targeted training on pain points and behavior-oriented consulting in day-to-day business. It is important to SPM 2000 to always be directly involved in what is happening in order to provide approaches and tips from practice for practice. In this way, the team of trainers was able to sustainably and individually strengthen the skills and processes of the operational staff.
The expertise of Dr. Torsten Roth and his colleagues in organizational development was particularly evident in the methodological series of individual training projects. The content, structure and approach transformed over the years. The first projects were aimed at creating a healthy basis, i.e. working on and with employees and fundamental structures. This was followed by the targeted development of the skills of specialists and managers. The final step was to consciously reflect on and strengthen the site-specific success factors in terms of personnel and organization. Using the alternating current principle, the project managers and trainers ensured the targeted involvement of all reporting levels and skillfully integrated the different perspectives. As a result, the organizational climate benefited from the work on performance and KPI achievement.”
Director Customer Service & Sales
Continuation of business operations in lockdown
“During the rapid implementation of this home office solution, SPM 2000 supported our specialists and managers at two of our 9 locations in the topics of leading, training and coaching with virtual media (…) Special thanks go to Dr. Torsten Roth and his project managers, who proceeded in an extremely flexible, independent and cooperative manner.”
Director Customer Service & Sales
Promoting cooperation and further development of top management
“SPM 2000 succeeded in linking theory and practice. Thus, contents on communication, personality typologies, team roles and phases, goal work and classical leadership tasks could be successfully conveyed in various indoor and outdoor contexts. (…) Dr. Torsten Roth and his colleagues distinguish themselves through operational flexibility, coupled with professional competence from organizational psychology, corporate management and the call center world.”
Director Customer Service & Sales
Organizational development to sustainably increase sales, quality and efficiency potentials
“The measure, implemented jointly with SPM 2000, represents one of the largest employee development programs within the contact center industry, with a seven-figure total volume. The measure is individual, interactive and multidimensional. It takes into account the individual starting situation, integrates the strengths of the participants and uses several main levers and a variety of methods.”
Director Customer Service & Sales
Intercultural communication training in writing
“Based on an in-depth analysis of our correspondence, an individual workshop concept was developed. The diversity of our team, e.g. different cultures, age structure and professional experience, played a major role. Since it is important to us to use our employees in a multiskilled way, the concept was based on “competence from diversity”. The intentionally mixed groups put a focus on learning from each other and allowed us to continue to grow together as a team.”
Head of PTP First Level Support
Deepen competencies in professional communication virtually
“The flexibility and commitment of SPM 2000’s trainers and coaches has again inspired us. The digital trainings were characterized by methodical creativity and enabled teamwork and experiences on a new virtual level. In particular, the varied competitive character and the playful repetition element made us forget the spatial limitations.”
Head of PTP First Level Support
Professionalization and standardization of communication at locations throughout Europe
“All participants emphasized that SPM 2000’s work addressed their individual needs in a way that had never been achieved by a training provider before. In addition, our managers received important and helpful consulting impulses, in which the professionalism and many years of experience of SPM 2000 can be clearly felt.”
Head of PTP First Level Support
Positivizing the customer relationship by applying the brand values
“We decided to cooperate with SPM 2000 for the following reasons:
- Industry experience and know-how of SPM 2000,
- The practical methodology and approach proposed by SPM 2000, which takes into account operational concerns. The flexible, individual approach was adapted to our needs and the requirements of the different locations.
- SPM 2000 has the necessary size to work at multiple sites at the same time and at the same high quality.”
Head of Service | Congstar GmbH
Organizational development to improve quality and sales values
“I appreciate that SPM 2000 succeeded in bringing about an individual change in behavior among the employees and managers involved. The investment has more than paid off for us, as the target figures have been slowly but steadily achieved, as predicted. To date, the project is performing at a high level and has already paid for itself more than three times over.”
Management
Increasing the leadership competence of top and middle management
“SPM 2000 managed to ensure a consistent style throughout the entire effort, despite the variety of projects and more than 10 different trainers in total.”
Management
Talent program to increase leadership skills in the sales context
“The team of trainers from SPM 2000 knew how to quickly adapt to our people from “Mobile Sales” and gain the trust of the participants. All trainers originally came from sales, which was a common denominator and a solid basis of the cooperation. A particular strong point was the practical relevance in the training modules (…) our management team was able to profit from this in abundance.”
Management Board, Vertriebsgesellschafts MBH of Deutsche Bank Privat- und Geschäftskunden
Expansion of management competence and interlinking of management levels
“This approach made us also aware of the importance of every little detail in leadership development (…) to achieve an excellent result with sustainable positive behavioral optimization.”
Management Board, Vertriebsgesellschafts MBH of Deutsche Bank Privat- und Geschäftskunden
Increase customer satisfaction
“Thus, this multidimensional approach of SPM 2000 ensured that a significant and sustainable NPS increase (by around 30 points) was achieved in just three months. We had never before achieved such success with any other measure, especially in such a short period of time”.
Vice President Customer Operations, Unitymedia BW GbmH
Management development and trainer training
“The development of my managers and internal training resources is impressive. The results are clearly recognizable and measurable for us and have not only brought structural improvement for the entire center. (…) The increase in competence has an overall positive impact on employee satisfaction and supports performance.”
Branch Manager Ticket Online Sales & Service Center GmbH
Multi-level training for trainers with different levels of prior knowledge
“Based on the conducted potential analysis, SPM 2000 developed an individual training manager training, incl. Best practice teaching approach, for implementation in practice for practice. SPM 2000, itself very successful in the management and implementation of complex training projects, convinced us here above all through the professional practical transfer, the acceptance of the participants as well as the consistently excellent results.”
Managing Director, Deutsche Post Customer Service GmbH
Organizational development for a uniform understanding of service across all channels and hierarchical levels nationwide
“The method transfer to sustainability has reinforced that we are working with absolute professionals in this field and SPM 2000 is really interested in the longevity of achieving goals for us as a customer. From our point of view, the goals set were achieved through the interlocked approach. (…) SPM 2000 was recommended to us and now, with this reference, we are also happy to recommend SPM 2000 to others, as everything was described in a minimalistic but nevertheless concrete manner, executed precisely and achieved unerringly – whereby this was achieved “only” through the soft skills of the managers and employees.”
Management, Deutsche Annington Kundenservice GmbH
Competence enhancement for junior managers
“For me, the style of SPM 2000 in its methodical approach is always impressive. The SPM 2000 trainers manage to noticeably develop the participants’ social and communication skills. (…) The entire SPM 2000 team has an excellent understanding of how to quickly build trust and motivate participants.”
Head of Central Help Desk at DB Systel GmbH
Increase in sales figures in Germany and at offshore locations
“The success of the measure is reflected on the one hand in the positive development of the conversion rate, which was significantly increased during the project period. On the other hand, they are expressed in the satisfaction of the participants. Thus, the employees rated the training overall with a grade of 1.5 and indicated that they would like to receive further training by SPM 2000.”
Chairman of the Board exciting AG
KPI-based “Mission Growth” project
“The aim of the project was to reduce the churn rate in all units and across all sales channels. This affected the hotlines in the technical and commercial areas, the stores and direct sales, supplemented by the campaign team, the client service and our back office. The turnaround was to be achieved by merging sales and service, i.e. by increasing the number of new contracts, contract renewals and customer recovery. At the same time, employees were to be trained in sales techniques and product knowledge.
The trainers’ expertise has been demonstrated in every channel, whether in direct contact, inbound or outbound on the line or in chat and back office processes. The quality of sales has improved noticeably, for example by sensitizing employees to needs-based selling and the unity of sales & service. The trend in all target figures was reversed from downwards to upwards over the course of the project. Contract renewals in particular were positively affected by this. For example, technical customer service recorded an increase of around 83% during the training period in November compared to the last month before the start of training. Based on this very positive experience, we have already started implementing another joint project and plan to continue our cooperation at other levels.”
Head of Customer Service | NetCologne GmbH