01
Multichannel customer operations across three hubs
An energy-sector client needed to unify inbound support (voice, e-mail, chat) across several time zones while keeping a single quality framework.
Approach
- Design of omnichannel processes and unified QA scorecards
- Deployment on Capsulecom international hubs with French/English coverage
- Real-time supervision dashboards and monthly operational reviews
Scope
3 hubs, 24/7 coverage
Focus
Quality management & operational consistency
