My Transcom Experience

Author: massimiliano macchia

Tags: , , , , , ,

Transcom selected to provide customer assistance for the new famil.care service

Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their everyday needs, and provide assistance in an emergency.

Why was the service created? According to a Doxa survey commissioned by famil.care, about 19 million people in Italy receive daily assistance from their families: 13.4 million over 65s (a figure that is expected to reach 22 million in 2050) and 5.2 million children from 7 to 15 years old. About 15 million people (mainly women between the ages of 45 and 50) provide daily assistance for family members. These caregivers share their time between home and work, trying to get on with their own lives while taking care of their loved ones.

What is the new famil.care platform? It’s an app that offers a very simple way to make sure loved ones are safe and sound at all times, even at a remote location, and to receive alerts if ageing parents or children find themselves in difficulty. All interactions and checks are channeled through the family’s smartphones, which are connected to a simple, discrete device that the elderly person or child wears at all times, with an emergency button for them to press if they need help.

SALES image famil care

The famil.care service is already available in Italy, the UK, Germany and France. Transcom has been selected to provide the multilingual customer service to support famil.care users from the company’s Milan site. The service is managed over both voice and chat channels, with an integrated approach that uses a specially designed solution developed in its entirety by Transcom. While clearly technology-intensive, the service is harmonized by the human relationship established with specialist operators.

Every customer service project is special for the Transcom people who provide it, but when it comes to healthcare, as in this case, the human factor becomes even more important and the focus on quality is paramount across the entire team.

Author: Sytze Koopmans

Tags: , ,

Transcom Centralizes Global Contact Center and Innovates for Omnichannel Service with Avaya

Innovation means investing resources in continuous service improvement; for Transcom this is both a mission and a basic need in the era of digital transformation.

That is why Transcom has introduced Avaya’s customer engagement solutions, equipping the company with the infrastructure needed to deliver advanced omnichannel functions and digital services.

INNOVATION_foto

All Transcom’s 52 contact centers around the world are equipped with Avaya solutions. Our largest operation is in Europe, where Transcom’s data center in the Netherlands serves 40 locations and clients in 16 countries, handling calls in all European languages. This centralization brings greater scale and flexibility across all sites and makes it possible to satisfy our clients’ needs even more quickly. Today, Transcom’s operations are significantly streamlined with a centralized, highly redundant configuration that enables seamless support around the globe.

Read more about Transcom’s new global infrastructure and its intelligent, multichannel customer care solutions in the case study prepared by Avaya.

Author: Michael Weinreich

Tags: , , ,

My first day at Transcom

Reflections about People, Passion and Performance

Today is officially my first day at Transcom and I am proud and happy to be joining the team! I am always curious and since I could not wait to get started, I really enjoyed the opportunity to visit a number of Transcom offices in the last couple of weeks.

Meeting new colleagues and visiting different Transcom locations has been an amazing experience, and I would like to share some of the things I have learned thus far.

People

I have met inspiring Transcom people in Stockholm, Amsterdam, Groningen, Madrid, Milan and Denver. And I plan to visit many more Transcom locations in the coming months. It has been great to get to know the Transcom team and experience the positive energy and the constructive mindset.

I am impressed by my predecessor Johan Eriksson’s dedication to Transcom and his support to ensure a smooth transition of leadership to me. Likewise, Ulrik Englund has handled the transition of the CFO role very effectively. One of my first meetings at Transcom was the recruitment interview with our new CFO Leif Mårtensson, and I am happy that we could convince him to join the Transcom team.

This post would have been much longer if I had named each and everyone I have met during the last couple of weeks, but please be assured that I left our meetings even more motivated than I was going into them. Thanks to all of you!

Passion

To me, passion is one of the most important values in business as well as in private life. I am happy to say that I have already met many passionate advocates for global clients, innovation and best-in-class services in our Transcom team.

I’ve been thrilled to meet so many people who are truly passionate about Transcom and our industry. The high level of positive energy that people display towards Transcom and the possibilities in our industry really motivates me. It’s very important to me to create an environment in which each and everyone at Transcom is able to experience this passion and be able to contribute personally in a passionate way.

Performance

Hiring and retaining the best people, who are passionate about their work and creating value for clients, is the best foundation for top performance.

We need to perform at the highest level in order to serve our clients better than anybody else in the industry, and enable our clients to deliver the best possible service to their customers and clients. Only then do we deserve to be awarded with new business, allowing us to grow and finance the development of even better solutions for our clients. This is critical in order to remain competitive and relevant in a fast-changing marketplace.

Top performance requires hard work and doing things right. But doing the right things is just as important as doing things right. Continuously driving efficiency improvements is necessary, but innovation and growth are just as important to our continued success.

Thanks again for the warm welcome to Transcom!

Michael Weinreich, President & CEO

Author: Cheryll Aganda

Tags: ,

The Transcom Customer Experience Management Approach

Customer Experience is not Customer Satisfaction. It is a culture whereby an organization fully understands and commits to improving the Customer Journey. At Transcom, we believe that improving processes and creating value are fundamental to delivering an outstanding customer experience. Today, I’d like to highlight our Customer Journey Mapping service offering. This is a value-added service that we offer to our clients, and is also one of our top priorities for further innovation.

WHAT IS CUSTOMER JOURNEY MAPPING?
An analytical view that describes the journey of a customer, representing different key touch points that characterize his or her interaction and overall experience with both product and service.

WHY IS IT IMPORTANT?
Journey Mapping exposes all failure touch points that customers experience throughout their lifecycle. This activity allows us to understand and act upon the improvement steps that need to be taken, to ensure that the journey is not only seamless and effortless, but also enjoyable.

ENG OPERATIONS customer journey

A customer’s journey has multiple touch points. When any of these touch points begin to become less enjoyable or inconvenient, the entire experience can be deemed as dissatisfying, or at worst, a ’deal-breaker’, where customers decide to completely leave the path that leads to your products and services.

Customer Journey Mapping allows us to identify these moments of truth, i.e., specific instances that can generate absolute pain, create some inconvenience, and those that can ensure brand loyalty.

ENG OPERATIONS customer journey 2

Because this methodology serves to understand the “end-to-end” events in a customer’s life cycle, all phases or moments of truth that occur are analyzed, and evaluated.

This means that the journey mapping activities will not only focus on operational performance, but will include early life events, such as Lead Generation efforts within the organization – as these would depict the Zero Moment of Truth. All succeeding events or touch points will eventually lead to the Ultimate Moment of Truth, where we all want positive experiences to be shared and promoted, and negative experiences to be prevented.

Author: Philip Sköld

Tags: , , ,

Customer care in a digitalized world

“Customer experience has never been hotter”. These were the words written in a trend analysis published at the end of 2016 by Forbes Magazine.

TranscomKundtja¦ênst1

They are not exactly alone in highlighting the significance and value of customer experience: if you do a quick Google search, you get more than 34 million widely varying hits for the term. There are many companies and organizations that have realized that digitalization has a fundamental impact on customer relationships. It is of course all about the way customers experience the services and products themselves, but also about the way the company behind these services treats its customers – that is, the actual customer service offered.

Meanwhile, driven by the younger generation, today’s customers have much higher expectations of their suppliers than say 10 years ago because of the novel fast mobile services now on offer. One bad experience is enough for a customer to switch service providers with a couple of clicks. And there is also the risk of the customer then communicating on social media, which doesn’t tend to do much to strengthen a brand.

Customer experience is increasingly crucial to all companies today. It’s an important source of differentiation. At the same time, digitalization is gradually changing the playing field in terms of companies’ interaction with their customers. The technical tools now available are creating new opportunities to meet customers’ expectations. But the challenge is to strike the right balance between human interaction and automated services.

In the article “Customer care in a digitalized world” by Johan Wickström, published in our Hello Transcom magazine, you can read more about the latest trends and how Transcom is continuously innovating to address the changes in our industry.

Transcom Italia launches gamification project to increase service quality and improve user experience

Gamification is the application of game logic and mechanisms to other fields, for the purpose of engaging with people and conveying specific messages to them in an efficient and agreeable way.

In an ongoing quest for innovative tools to improve Customer Experience, Transcom Italia has developed “Transcom Champs”, a Gamification project focused on improving quality, efficiency and performance in all the customer care, technical/commercial assistance, upselling and cross selling activities that Transcom manages for its clients.

Transcom Champs is a browser game designed to train new recruits, test their skills and improve performance through a series of challenges that take the form of timed quizzes. The inclusion of specific gamification components makes this software a real game and not just a questionnaire. It features alliances, challenges, teams, tournaments, trophies and a points system, which engage with personnel on an emotional level, stimulating their competitive spirit and their ambition to achieve and obtain recognition for excellent operating results.

The challenges are based on the KPIs (Key Performance Indicators) defined by Transcom clients, as well as in the areas of technical skills, operating procedures and the soft skills typically required in customer care. The tool has proven to be particularly effective at quickly identifying the areas of improvement for each team or individual, so that actions can be implemented quickly in order to close any gaps.

In May, Transcom launched a pilot for front-end personnel working on two important client accounts in the telecommunications and financial services sectors in Italy. Right from the start, all the employees involved showed an incredible level of enthusiasm. Many of them even accessed the web platform from home or by using their mobile devices, so they could repeat the challenge and try to earn their way to the top of the rankings.

Immagine Gamification

Beyond improving operating efficiency, the new Transcom Champs platform improves both workers’ satisfaction and their commitment, which translates into top notch service for users.

The browser game can be fully customized according to specific needs and priorities, making it possible to:

  • Improve performance in terms of effectiveness and quality
  • Increase up- and cross selling volumes
  • Increase the level of specialization and expertise in systems, processes, procedures and communication skills
  • Improve employees’ attitude to the company and their work
  • Increase motivation
  • Increase employees’ loyalty to the company