Workanova Interview: Scaling iGaming Support Worldwide
We had the pleasure to video interview Milica Jovanovic, the Co-CEO of Workanova. The video is also available on YouTube.
We had the pleasure to video interview Milica Jovanovic, the Co-CEO of Workanova. The video is also available on YouTube.
Milica Jovanovic is the Co-CEO of Workanova. She runs the company together with founder Andrija Knezevic. Workanova provides customer support as a BPO service with a focus on multilingual communication for iGaming clients.
Workanova takes the operational burden away from clients. The company designs and runs customer support services so brands can focus on building products and scaling operations.
The support setup includes hiring, training, and managing agents. Processes are built from the ground up to ensure smooth performance.
“We handle the process of setting up customer support and everything that goes along with it.”
Workanova was founded in 2014. The initial focus was a single brand with a small team.
Over time the company grew in both scope and people. The number of clients increased and more services were added.
“We started as a small team for one brand. Then we expanded and added new clients.”
Today Workanova has about 100 employees. The team includes managers, chat agents, call agents, and team leaders.
Each client prefers a dedicated group. For that reason the company operates several separate offices in addition to the headquarters.
“Each client prefers a separated team for data safety, so we run multiple offices.”
Startups often lack the time and resources to set up customer service while building a new brand. Established companies prefer to concentrate on growth and leave support to a partner.
Workanova provides the structure, the processes, and the people that keep support running from day one.
“This is where Workanova steps in. We organize customer support services at every step.”
The services cover everything from people management to reporting. Workanova builds and maintains the foundation of customer service for its clients.
“We make sure KPIs are on the highest levels possible because quality is our guarantee.”
For startups, Workanova often defines the support structure while chat volumes are still small. This early input helps young companies launch more smoothly.
For large brands, the company follows existing rules but also contributes its own experience to improve workflows.
“We comply with client rules but also bring in knowledge from past projects.”
Scaling can happen fast. Some brands begin with only two agents and then grow to much larger teams in a short period of time.
Workanova also recruits quickly when new languages are required. The company already has prepared teams for the most common requests.
“From two agents at the beginning we can scale very fast to a much larger number.”
In-house managers and team leaders focus on coaching new hires. They reduce the learning curve and make agents ready for live chats quickly.
Even when a brand requires new languages or specialized skills, the internal training methods shorten the preparation phase.
“We know how to train people quickly so they are ready for chats.”
Workanova agents are the first point of contact for customers. They handle initial queries, provide information, and escalate cases when needed.
The company sees itself as the first layer of defense, protecting brand reputation through reliable and fast customer communication.
“We are frontline support. We are the first line of defense on chat.”