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Operations we run for international brands

Three anonymised examples: context, scope and performance levers.

International retail

Global furniture & home brand

Omnichannel customer support for a brand present in many countries.

Scope

  • Pre- and post-purchase, delivery, returns, after-sales
  • Peak management: sales, campaigns, logistics incidents
  • Scripts and brand tone of voice

Levers

  • Intent-based routing and smart macros
  • Augmented QA and targeted coaching
  • CSAT, SLA, FCR and AHT reporting
Telecoms — France

Major operator

Customer service, technical support and retention.

Scope

  • Tier 1 and 2 technical support
  • Billing and incident management
  • Back-office for complex requests

Levers

  • Speech analytics: pain points and repeat contacts
  • Agent copilot for diagnosis
  • Weekly calibrations and action plans
Travel — OTA / tour operator

Expert travel agent team

A travel agent team recruited and trained from scratch.

Scope

  • Ticketing, changes, refunds
  • Cancellations, delays, rebooking
  • Escalations to airlines and partners

Levers

  • Proficiency in Sabre and Amadeus GDS
  • Knowledge base to reduce errors
  • Strict SLA monitoring

Industries we serve

Retail & e-commerceTelecommunicationsTravel & tourismB2B services

Let’s build your customer experience centre of excellence.

A fast pilot, then a controlled ramp-up. We reply within one business day.

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