Customer Operations

We design, manage and optimise every touchpoint between brand and consumer. Customer Operations brings together processes, technology and interaction quality throughout the customer journey.

Omnichannel Contact Centre

We manage phone contacts, email, chat, social media, web forms and messaging through an integrated platform. A complete view of the history makes every response faster, more consistent and better informed.

24/7 services and flexible models

Services can operate 24 hours a day, seven days a week. We size teams and workflows around actual volumes, including campaigns and seasonal peaks.

KPIs and continuous improvement

Service Level Agreements, First Contact Resolution and Customer Satisfaction Scores help monitor service quality and performance.

Specialist staff

Our specialists work professionally with your users and customers, supported by the care we put into training, so quality goes beyond numbers and is felt and recognised in every interaction.

Second-level support and Back Office

Dedicated teams handle complex reports, complaints and checks requiring in-depth analysis. Structured workflows and application integrations improve accuracy and traceability.

Prize promotions

We manage competition operations: validating entries, checking documents, contacting winners, and managing and shipping prizes. Jeko Wow supports control and traceability.

Tailored projects

Each service has its own objectives, KPIs, workflows, data, knowledge base, skills and operational tools. We therefore design tailored services, starting by analysing each company’s needs. We draw on our experience and approach to deliver efficient, high-quality services rather than offering ready-made solutions.