My Transcom Experience

Author: Agnese Cotardo

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Improved customer experience and reduced cost through speech analytics

Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of customer behaviors, potential revenue opportunities, as well as positive and negative aspects of service interactions.

Highly effective tools exist to perform this analysis and they are extremely interesting for companies like Transcom who regard customer care as their core business. There are many opportunities to improve customer satisfaction and Net Promoter Scores (NPS) through speech analytics. For example, a search on terms with negative implications can help identify detractors or potential detractors, as well as the reasons for poor customer satisfaction.

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Gartner, in its report “Getting Value From Speech Analytics in the Contact Center”, describes the most innovative aspects of a speech analytics tool:

  • Emotion detection: monitoring the words used and changes in tone of voice and volume reveals the emotional state of the customer and the operator.
  • Conversation analysis: separating the customer and operator sound tracks makes it possible to perform a detailed analysis of the progress of the conversation. Occurrences like a long pause in the conversation or speaking at the same time are flagged as potential interaction issues. Breaks in the conversation, for example, suggest that action should be taken to improve operator preparation, while speaking at the same time can point to a dissatisfied customer.

Through its LeonarDo 2.0.14 Research, Development and Consulting center and through our collaboration with third-party companies, Transcom can offer speech analytics solutions that allow our clients to:

  • Improve the Customer Experience;
  • Reduce operating costs;
  • Improve service quality;
  • Identify cross-selling and upselling opportunities;
  • Accelerate the generation of new business;
  • Reduce Customer Attrition.
Author: Stefan Pettersson

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Hello Transcom 2017

Today, we published our magazine Hello Transcom 2017, which features stories from around the company. In this issue, we focus on the effects of digitalization in our industry, and give some examples of how Transcom is responding together with our clients. You can access the magazine at the bottom of this post, or download it from here.

Transcom’s 2016 annual report was also released today. It is available for download here. Just like last year, the report is focused on the annual financial review. We have created a special website, 2016.transcom.com, which replaces the traditional front section of the annual report. On this site, you will find information on our accomplishments in 2016 and focus areas going forward. We have also published our report on people & sustainability there. This year, we took an important step in further improving our sustainability reporting by publishing our first report in accordance with the GRI Standards (Core option) of the Global Reporting Initiative. We have started to report on a number of new KPIs, not least in our focus areas People Development and Equality & Diversity.

Transcom Italia wins Customer Relationship Management Award

Process innovation increases customer satisfaction and improves the operating efficiency of Lastminute.com services

Transcom Italia has been assigned the 2016 best Customer Relationship Management award by a panel of experts from the CMMC Club, the association for companies and service providers working in the client relations supply chain. For CMMC, the award is a way to promote businesses that stand out, in a particularly complicated period for the sector, for the excellence of the initiatives put in place to improve their organization, in terms of both financial results and the internal climate among associates, by developing partnership relationships and innovating customer relationship processes.

The reasons for the award

In 2016, Transcom identified several areas for optimization in the customer assistance processes of leading online travel operator Lastminute.com, for which it has been managing customer care activities since 2015, in a dozen or so languages. In partnership with Datachronic, a company that specializes in Robotic Process Automation (RPA) solutions to improve the efficiency of corporate procedures, Transcom has introduced several process automation measures for Lastminute.com services. A new web platform has been developed to automatically dispatch back office activities to the first agent available on the basis of the Client’s real priorities. The dispatching platform includes an integrated, user friendly web interface that provides real time checking of all the fields entered manually by the operator. In practice, it acts as an “Automatic Checker” for booking data, guaranteeing that the Lastminute.com system is aligned with airline websites, for example, across all stages in the booking process. If any discrepancies are detected, the system suggests corrections.

Last September, Lastminute.com also decided to introduce the “Transcom Quality Centre”, a system that collects and classifies all quality monitoring results to analyze the points of strength and areas for improvement of each project, team or individual operator. This proprietary Transcom solution provides a quick way to introduce continuous improvement measures, which are essential in such a dynamic and constantly evolving sector.

“All these Transcom’s initiatives have delivered tangible results, with even higher levels of customer satisfaction, more efficient contact management and reduced operating costs,” said Lastminute.com group Operations Manager Giorgio Bonafini. This award truly crowns our partnership.”

“We are extremely proud of this award and I would like to thank my team, our client Lastminute.com and Datachronic for their contributions to obtaining this acknowledgement,” said Transcom General Manager for Central and Southern Europe Gianluca Gemma. “At a time when there is much talk about technological innovation, virtualization and robotics applied to customer relations, we are convinced that operating efficiency can also be achieved through process innovation, by studying solutions to make the human relationship with end users more effective and improve the quality of our agents’ work.”

 

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

 

Author: Tessa Brink

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Transcom Netherlands wins Dutch Customer Contact Week for the 2nd year

For the second year in a row Transcom Netherlands has won the jury award of the Dutch Customer Contact Week (Nationale Klantcontactweek). The jury of the Nationale Klantcontactweek, which was all about ‘Limitless Energy,’ rated Transcom as best participant. All organizations were evaluated on a diversity of topics, including interaction with employees, organized activities, and insights into ongoing motivation of the customer contact specialists throughout the year.

During the Nationale Klantcontactweek, Transcom organized several daily interactive activities, bringing extra energy to the teams. Team members got a massage on Tuesday, went to Yoga class on Thursday, and jumped on the Blender-Bike that very same day. On the bike, Transcom’s customer contact specialist cycled their way to a healthy smoothie and lots of energy. Moreover, caterer Beijk provided a ‘Limitless Energy’ menu in the canteen. Transcom Netherlands’ Facebook page holds the week’s complete program.

“Transcom got a lot of points for their extensive and varied program, the creativity and the teams’ excitement,” says Marjolein Kleijwegt, jury member of the Nationale Klantcontactweek.

“During the jury’s visit, we experienced the enthusiasm and Limitless Energy of the employees, both in the organized activities as in their day-to-day jobs. That is why Transcom deserves this prize.”

Employee satisfaction
The employees’ satisfaction is very important to Transcom. Earlier this year, the Dutch employees rated Transcom with an 8.4 as an employer.

“In recent years, we have seen that happy employees serve the end consumer better. So by keeping the teams happy – which is already a fun exercise in itself – we also better help our customers. Not only do we do that during the Nationale Klantcontactweek, but throughout the entire year,” says Joop Evers, Managing Director Transcom Netherlands. “I am so proud of the teams and the enthusiasm they put in their everyday work.That is what got us this award for the second consecutive year.”

Most energetic employee
As part of the week, Transcom organized an election for the ‘Most Energetic Colleague.’ Tara Zwiers, HR employee at Transcom Netherlands, was the lucky and deserved winner. Multiple colleagues nominated Tara for the passion and devotion she puts into organizing all the Transcom events. Hats off to her Limitless Energy!

 

Dutch Customer Contact Week

Author: Matteo Ferrari

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Transcom affirms leadership in customer care for the white goods sector

New European multilingual project launched in Belgrade

Transcom affirms its leading position as a provider of excellent customer care services for the white goods sector, which contribute to our clients’ growth and competitiveness. Last October, one of the world’s top manufacturers of household appliances, with operations in over 100 countries worldwide, commissioned Transcom to implement the brand’s European Contact Center, providing assistance to customers in 15 countries. The agreement covers multichannel management of inbound and outbound contacts and back office activities in 20 languages.

SALES Candy in Belgrade 01

Given the variety and complexity of the language skills required, Transcom decided to deliver the service out of the company’s multi-language hub in Belgrade, Serbia, which was set up a few years ago and has a team of highly qualified staff. For some time now, Transcom has been successfully managing several multi-lingual projects in Belgrade for leading international clients in various sectors.

Transcom was selected primarily for its long-standing experience in the household appliance sector and particularly for its expertise in call avoidance processes that reduce the cost of on-site technical assistance. Transcom has become a highly specialized partner to companies in this important sector.

The time spent on training for the new project in Belgrade was optimized by taking advantage of the experience gained by staff working at other Transcom sites on similar projects in the same sector. The personnel involved shared their best practices with the Serbian site to ensure that the start-up process was quick and efficient.

The team of white goods specialists selected for this new project also work in a special area at Transcom’s Serbia site, which includes a sort of ‘showroom’ containing the appliances for which they provide customer care. With this showroom located next to the workstations, our personnel can touch and see firsthand the products for which they are providing technical and commercial assistance, guaranteeing that the customer experience is of the very highest level.

SALES Candy in Belgrade 02

Another value of the service offered by Transcom is the generation of additional business for the client. During each contact, customer care staff present the case for users to purchase warranty extensions on their products, generating sales and profit for our client.

Author: Stefan Pettersson

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The world is calling

“You have to be ready for virtually any situation and so it is fundamental for us to have a solid supplier like Transcom who can guarantee us a high-quality service all the time.”

Giorgio Bonafini, Operations Director of lastminute.com group

Giorgio Bonafini, Operations Director at lastminute.com group

Giorgio Bonafini, Operations Director at lastminute.com group

As a customer care agent, you need a lot of finesse and quick thinking, not to mention diplomatic and language skills. Big time,” says Giorgio Bonafini, Operations Director of lastminute.com group and speaking from the company’s headquarters in Chiasso, Switzerland. The lastminute.com group offers a range of products including flights, hotels, holidays, city breaks, cruises, car hire as well as other travel and leisure related products.

With services in 17 languages and handling approximately 10 million customers per year, the amount of client assistance services delivered is huge. Transcom has been acting as lastminute.com group’s strategic partner, providing bookings and customer service activities across Europe and North Africa through voice, email and chat functions. Giorgio Bonafini estimates that between 60 and 70 percent of the company’s customer management is handled by Transcom via these traditional channels. Phoning in is especially popular with, for example, the Russians, he says.

“When it comes to our Russian customers for example, my observation is that they want to be sure and secure about what they have reserved, and the procedures that are in place in the case of a ‘what if’. There are a great deal of cultural differences in the way our clients contact us, and why,” he explains. And the nature of the questions and requirements that come through can almost be as varied as there are destinations and activities to choose from.

“We had this one customer who wanted to know whether he could bring a live zebra with him on board his flight,” Giorgio Bonafini recalls, noting that the agent processing the enquiry then had to contact the airline in question to check whether it was actually possible. “It’s important for us that agents go that extra mile to ensure that we can offer our customers the best travel and leisure experiences out there, but no, in this case it just wasn’t possible. Animals of a certain size couldn’t be brought along.”

There was also the case when a customer wished to bring 15 bicycles with him in his luggage, or the time when an airplane passenger wasn’t familiar with having to adjust the time on her watch when flying westwards. “The client couldn’t understand how she could possibly arrive at her destination before the time of her departure. That took a bit of gentle explaining about time zones,” he says. Compared with just a decade ago, the evolution of new technology and the increasing use of social media have also added a whole new dimension when it comes to the courtesy, product know-how and diplomacy skills required by customer care agents – even for those who handle the conventional channels like telephone and email services.

“Although we’re seeing an increased migration towards social media, most people are still using the traditional channels as a point of first contact. But if they’re not happy, they may take to social media which obviously can be very impactful,” Bonafini explains, adding that his company remains directly in charge of the group’s customer care on the social media channels. “You have to be ready for virtually any situation and so it is fundamental for us to have a solid supplier like Transcom who can guarantee us a high-quality service all the time.”

FACTS/LASTMINUTE.COM GROUP

  • lastminute.com group is a European leader in the online travel and leisure industry.
  • It offers flights, hotels, holidays, city breaks, cruises, car hire as well as other travel and leisure related products.
  • More than 10 million customers book their travel and leisure experiences every year.
  • Its biggest markets are UK, Italy, France, Spain and Germany, and its services are offered in 17 languages, including Arabic.

Article originally published in the Hello Transcom magazine. Text: Louise Nordström.