DB dialog

DB Dialog GmbH
legal form	GmbH
founding	July 17, 1996
Seat	Berlin
management	Andreas Jung, Carola Gutjahr (Managing Director)
Number of employees	1,246
sales	EUR 61 million (2007)
Branch	Service center
Website	www.dbdialog.de

The DB Dialog GmbH operates nearly all telephone contact points for passenger transport of Deutsche Bahn , including the central hotline of passenger traffic, the mobility hotline and the general telephone information for the Group. According to its own information, the company handled around twelve million customer contacts in the 2005 financial year. The sole shareholder is DB Vertrieb GmbH , a subsidiary of Deutsche Bahn.

development

In the spring of 1993, the Deutsche Bahn set up 69 telephone information points nationwide, which could be reached via the uniform number 19 4 19. In the same year, the travel information centers were combined at 17 locations, with an operating radius of around 50 km. 300 additional employees were hired to set up the information centers, which were usually manned between 6 a.m. and 10 p.m. every day. In total, around 600 employees provided around 100,000 timetable information every day. In addition to information, it was also possible to book tickets and make reservations.

The company was founded in September 1996 under the name DB Dialog Telefonservice GmbH with headquarters in Schwerin and 90 employees. A total of 75 local rail travel information offices were transferred to the company in the following years.

At the beginning of 2004, the company management agreed with the social partners on a restructuring concept for the company. Accordingly, seven out of 13 call centers should be closed from April 2004. The 450 employees affected should be offered other jobs. At the beginning of 2004 the company had a total of 1,600 employees.

In 2005 the company took over the previously outsourced service for bahn.comfort customers with initially 70 employees. In 2006, a first external customer was won. The company’s declared aim is to acquire additional services for non-railway companies.

In 2006 DB Dialog employed around 1,400 people at six locations (Berlin, Frankfurt, Hamm, Hanover, Karlsruhe, Schwerin). The largest call center, with around 500 employees, is operated in Schwerin (as of February 2007).

Since March 1, 2007, the contact point for the BahnCard service with around 450 employees has also been located at DB Dialog.

The company also maintains the customer dialogue , the central point of contact for customer concerns and the interface to the specialist departments of Deutsche Bahn. 190 employees from service centers in Hanover and Berlin process around 2,300 customer entries every day (2007: 851,976). Two thirds of customer contacts are made by phone, the rest by letter and email.

In 2012 the company was renamed DB Dialog GmbH .

Sales and employee numbers

Fiscal year	Sales in million euros	Employees as of December 31
2001	53.2	1509
2002	62.8	1913
2003	65.9	1395
2004	54.0	1255
2005	42.3	1045
2007	61	1800

Source: respective annual reports of Deutsche Bahn AG

Web links

• DB Dialog GmbH

Individual evidence

1. ↑ Report on Deutsche Bahn improves telephone information . In: Deutsche Bahn . No. 5, 1993, p. 425 f.
2. ↑ Report on Deutsche Bahn improves telephone information . In: Eisenbahntechnische Rundschau , 42, No. 5, 1993, p. 361
3. ↑ Milestones in the history of DB Dialog. (No longer available online.) DB Dialog, formerly in the original ; accessed on June 4, 2017 : "Established as DB Dialog Telefonservice GmbH with headquarters in Schwerin, 65 workplaces and 90 employees" 
4. ↑ Report DB Dialog is being restructured . In: Eisenbahn-Revue International , issue 2/2004, ISSN  1421-2811 , p. 52.
5. ↑ The complaint as a service task . In: DB Welt , June 2008 edition, p. 3.
6. ↑ Milestones in the history of DB Dialog. (No longer available online.) DB Dialog, formerly in the original ; accessed on June 4, 2017 : "Renaming to DB Dialog GmbH due to the new business orientation"