If you have a question about the EU, the Europe Direct Contact Centre is there to provide answers. The Directorate-General for Communication relies on an ESN-led consortium to operate the contact centre, providing fast, reliable information to citizens and businesses in the EU’s 24 official languages, Monday to Friday, 9.00-18.00 CET.
We handle enquiries on every EU topic, from how the institutions work to where to find information on specific areas like travel advice, visa requirements and transport. In fact, we process hundreds of thousands of email, telephone and web queries every year – and among the hottest topics are public health, migration and home affairs.
We have developed intelligent tools to ensure reliable and complete answers. A knowledge-base system supports our EU experts to provide consistent, up-to-date information, while a web-based interface directs sensitive or complex questions securely to the European Commission.
Between 2008 and 2016, ESN hired and trained more than 120 multilingual experts to handle over 120 000 enquiries from citizens each year. It also developed a tailored technical, monitoring and reporting infrastructure to process questions quickly and to a high standard.
In fact, more than 95% of telephone enquiries were answered immediately. The others were recorded for fast reply. For written enquiries, over 98% were answered within an average of 1.2 days.
In 2021, we were awarded the Europe Direct Contact Centre contract for a second time. In the first year, we have developed a team of 60 contact agents, supervisors and managers and replied to 205 000 questions.
You can experience our contact-centre service for yourself. Give the Europe Direct centre a call or email your questions.
If you are looking to expand your contact-centre capabilities in a multilingual and data-driven environment, ESN can help you take your communication to the next level. Get in touch to discuss how we can contribute.