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Australia's leading specialists in frontline agent experience, contact centre optimisation

and pioneers of customer journey intelligence

We are experts in our specialised industries

What industries do we work with?
BPO
Energy
Retail
Insurance
SME
Telco
Discover why partnering with Jet CX just makes sense.
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Our Strategic Solutions

Jet CX is a boutique consultancy that dives into the front-end of your contact centre processes, SOPs, handoffs, knowledge base, complaints, the lot and turns chaos into clean, repeatable workflows.
We don’t do buzzwords; we fix what’s really slowing your team down so your customers get faster, smarter, smoother experiences.
Process & Workflow Design
​We map what’s actually happening on the floor (calls, chats, email) and rebuild workflows so they’re simple, repeatable, and easy for agents to follow—especially under pressure.
IVR Configuration
Automated Voice Prompts make it easier to route your calls and use it as a tool to increase FCR.
QA & Coaching Frameworks
We design QA scorecards, calibrations, and coaching loops that are fair, measurable, and practical—so QA improves performance instead of creating friction.
Performance Metrics & Reporting
We set up reporting that actually drives action, balancing service level, CSAT, QA, resolution, rework and repeat contact, without vanity dashboards.
Escalation & triage models
who handles what, when, and how—without the chaos
SOPs & Knowledge Base
We create (or clean up) your SOPs, scripts, macros, and knowledge articles so your team can find answers fast and deliver consistent outcomes across every channel.

We develop effective and inexpensive CX workflows & solutions

At Jet CX, we don’t just “do CX strategy” and walk away. We get into the guts of your operation processes, workflows, SOPs, knowledge bases, complaints and escalations and rebuild them so they’re clear, compliant and actually usable. Our services are designed to make life easier for your customers, your agents and your leaders, all at the same time...

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Designed For Contact Centres

Refinement & Practical Usability Jet CX engagements include a defined refinement period to address practical usability feedback identified during live or simulated use. Refinements are limited to the agreed scope and intended to improve clarity, usability, or alignment with documented requirements. Requests that materially change scope, add new processes, or extend beyond the refinement period will be quoted separately.