My Transcom Experience

Author: Arturo Fernandez

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Transcom’s industry-tailored CX expertise

The world of customer care is currently going through a period of radical transformation. And, like in many other areas, the drivers of change are digitalization and the ever-present ambition to always offer the best possible Customer Experience. It should however be pointed out that these developments are not affecting all product categories in exactly the same way. As a result, we have to take the distinctive features of each industrial sector into consideration when defining a successful customer care strategy. But this is by no means a new need. A specialized approach has always been necessary, but perhaps customer care now has to demonstrate that it is more dynamic and flexible, because consumers are becoming increasingly demanding and the service they receive from businesses represents a key differentiating factor, now more than ever.

Many characteristics need to be identified and calibrated for each individual sector in order to define optimum customer care processes: which services to automate and which to continue to assign to “human” operators; what mix of contact channels to provide; how and when to engage in cross-selling and retention activities during the customer’s lifecycle; what requirements to adopt in terms of service levels; without forgetting the various profiles and training needs for agents, in order to deliver the best possible customer experience. Over the years, Transcom has gained significant experience in multiple industry sectors and knows how to devise and fine-tune the most effective mix of services to support its clients as they tackle the challenges in the global marketplace.

We know, for example, that in eCommerce it is essential to offer solid, reliable customer care services to manage payments and logistics-related issues. These services must also be provided over non-voice channels, like private messaging, which is becoming increasingly important when compared to traditional channels.

In the Banking sector, which is typically less aggressive in its use of contact centers for sales, we work with our clients to transform inbound customer care services into contact opportunities to promote cross-selling and upselling.

We know how to provide exceptional first-level technical support to the manufacturers of Electronic Goods and Household Appliances and we help them reduce their warranty costs. Likewise, for our clients in the Telecommunications sector, we have equipped ourselves with mobile phone emulators so that we can provide assistance for hundreds of different devices.

Global Player

These are just a few examples of how Transcom supports its partners with industry-tailored solutions. Here at Transcom, we have always regarded this industry-specific approach as a fundamental and central part of a strategy that basically leverages two main factors:

  1. Sharing the best practices we offer our clients worldwide, through our global “One Transcom” platform;
  2. The organisation of our areas of expertise into Industry Practice Groups, with the main aim of developing a range of specific services for each sector that responds to the challenges faced by our clients.

These global initiatives, combined with the support and guidance of our clients, allow us to continue to be the Partner of Choice to manage customer care in diverse industry sectors.

Author: Cheryll Aganda

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Transcom’s value proposition

At Transcom, we take pride in our ability to deliver outstanding customer experience. Our work to continuously develop and refine our Value Proposition builds on three major elements that best describe our organizational capabilities:

1. Customer Experience Management
2. Digitalization & Multi-Channel
3. World Class Contact Center

Our Customer Experience Management efforts are heavily focused on our ability to make our partners’ and our partners’ customers’ journeys not only enjoyable but, more importantly, effortless. Within this area, Transcom delivers a number of services that are geared towards the fulfillment and delivery of an outstanding experience. All aspects of our offering are related to our ability to answer the questions: “How can we assist you at key customer touch points? And how can we make your journey to resolution as effortless as possible?”

In the Digitalization and Multi-Channel area, we offer our clients insights and recommendations on how to transform and adapt their customer care operations to the rapid growth in digital customer interactions. Together with our clients, we devise multi-channel solutions that support a seamless customer journey. We continue to increase our delivery of services via digital channels, with non-voice interactions accounting for approximately 30% of revenue in 2016.

Within the World Class Contact Center element, our work is focused on moving Transcom to the next level of service, evolving from being an outsourcing partner to becoming a true transformation partner. Our industry is changing rapidly, with live contacts becoming more and more complex. The ability to add value and offer customers proactive advice will increase in importance, and many companies will put more emphasis on upselling and cross-selling. This is putting pressure on current business models, e.g. in terms of recruitment, staff engagement, and price models. A World Class Contact Center needs to create an environment that brings together solutions, process changes and technology with people. This is why many of our initiatives in this area are  focused on people engagement, process maturity, and technology.

Value proposition

We truly believe that these three pillars all work together in adding value to our service offerings, in further enhancing our ability to deliver outstanding performance, and in building stronger relationships with our partners.

Author: Alina Andriatyte

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Adventure of a lifetime: exchanged Minsk for Vilnius

The first thing that wowed Karyna about Vilnius  when she first arrived from Minsk was its narrow streets, which looked like they were the guardians of hundred-year-old secrets, and the general atmosphere shrouding the entire city. She liked the university where she had decided to study law from the very first day too. Naturally, the fact that her native city of Minsk was just a few hours away by train also helped her to make this decision. Today, Karyna is happy that she decided to settle in a foreign country and tells us how she went about starting her life here, what is surprising about Lithuanians and what Belarus could learn from its neighbour.

Photo from Karyna's personal archive

Photo from Karyna’s personal archive

A piece of her homeland in Lithuania

Karyna’s decision to study in Lithuania was determined by the fact that the European Humanities University of Belarus was in Vilnius – the same university that was previously located in Minsk. However, due to restrictions of its academic freedom, the university decided to relocate to Lithuania.

“I left Minsk when I was only seventeen. Although I wanted to study abroad, I did not want to go very far away, so, Vilnius was the perfect choice. I liked the idea that I would be able to live in one of the oldest European cities and would have the opportunity to familiarise myself with the common history of Lithuania and Belarus. After all, some time ago we were one country”, says Karyna.

Foreign language – key to finding a job

When she was still in school, Karyna tried several jobs: she sewed toys, worked as a waitress and even worked as a courier. Karyna, who started her Master’s studies this year, was finally able to start looking for a job in Lithuania, seeing that at long last she has some free time. However, the search was not easy.

“I was searching for a job with a lot of conditions of my own. Firstly, I do not speak Lithuanian. Secondly, I am a student and cannot work full-time. Foreigners often get jobs in positions where a foreign language other than English is needed. Those coming from other countries can look for jobs where their native language is required, but this didn’t apply to me. In the Lithuanian labour market, there is no shortage of Belarussian or Russian-speakers. I was saved by my knowledge of German”, she says.

She speaks German and has spent a year in Germany, where she learnt about the culture of the country. According to Karyna, it was the language and experience abroad, which particularly helped her to stand out from other candidates. She is now working for an international company, Transcom Worldwide Vilnius, which provides contact centre services. Karyna says that she has found her favourite job and the staff are like her family.

“I did not want to neglect my studies and I was fortunate to land a job where I could have a flexible schedule. Furthermore, the company’s internal culture and attitude to employees are a great incentive for students. For example, it is always possible to have a day off for examinations or other study-related commitments.

Another fear of mine was that I might feel isolated and different from the rest of the staff: I only speak a few words of Lithuanian, and my work colleagues here do not speak Russian. Although we all speak English, for some reason I thought that it would be difficult to communicate. As it turned out, I could not have been more wrong – today, these people are my friends, they are always there to help and give advice”, says Karyna.

Would miss the never-ending festivals and the Mount of Gediminas

Although Karyna herself does not have much experience of this kind of work, she says that she rarely hears her friends and acquaintances talking of such a fun and exciting working culture and atmosphere as the one she is working in. When asked about the main differences between Lithuania and Belarus, she says that she was particularly surprised by the interactions between work colleagues.

“I was very pleasantly surprised: in Lithuania, it is customary to celebrate your birthday, Christmas or Valentine’s Day with colleagues. On International Women’s Day, colleagues spoiled us with coffee and muffins and good wishes. In Belarus, events such as these are not celebrated at work and colleagues rarely congratulate each other on their birthdays”, said Karyna.

Besides her work colleagues, Karyna says she would miss the Mount of Gediminas the most, were she to leave Lithuania. This site, rarely visited by Vilnius locals, holds a particular fascination for her.

“This is a romantic place where I come to admire the whole city and to watch planes landing. This scenery opens up in the evening, when the lights are switched on. Unfortunately, access to the castle was limited in winter, and this was yet another reason to wait for the spring”, Karyna says of her favourite spot in the city.

When asked what advice she would give to any of her countrymen coming to Lithuania, Karyna said she has noticed that Belarusians mostly come to buy things rather than to sightsee and gain new experiences.

“I realise why people do this –most of the goods people buy in Lithuania cost substantially more in Belarus or are not available at all. However, I would strongly advise them to spend more time on leisure and seeing Lithuania, which indeed has many things to show”, concludes Karyna.

This article was originally published at delfi.lt

Author: Robert Gati

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Transcom Norway wins the prestigious prize “Best customer experience” for the 10th time

 This was the 11th edition of “Call Center Days”, the largest conference for the customer service industry in Northern Europe. For 10th year in a row, Transcom Norway won the prize “Best Customer Experience”.

Together with our client ICE.NET, Transcom was awarded in the mobile category  for 2017.

It was a grand slam for our client as they also won best customer service in the broadband category with Teleperformance.

This evening Transcom and TelePerformance joined up in common success.

All the happy winners from ICE.NET, TelePerformance and Transcom.

All the happy winners from ICE.NET, TelePerformance and Transcom.

The real winners: Transcom's ICE.NET mobile team  Best of the best!

The real winners: Transcom’s ICE.NET team!

 

Playing it cool in the connected world

The latest Whirlpool refrigerator is far more than just a humble cold cabinet. It’s a smart device. So when the connection fails, and the frustrated customer starts calling, a Transcom customer service agent is there to help them – and their fridges – keep their cool.

Transcom became a strategic Whirlpool partner in 2014, when the global white goods giant acquired a controlling stake in Italian household appliance group Indesit. Transcom had provided Indesit with customer contact services since 2007: a coopera­tion that began with five European countries and quickly grew to cover 12. Today Transcom provides customer assistance services for Whirlpool in some 20 countries throughout EMEA, in 28 different languages. And there seems to be a great demand for these services. In EMEA alone, Transcom’s agents receive a staggering 10 million e-mails and calls from Whirlpool’s customers every year: or 30,000 a day.

In the first year of its partnership with Transcom, Whirlpool’s operating costs were optimized, mainly thanks to Whirlpool being able to whittle down the number of providers to just one thanks to Transcom’s multi-language services, located in just four contact centers. “This means I just have one number to call and one person to speak to if I have a problem now. It makes life so easy,” says Stefano Ballerini, Customer Service Manager EMEA at Whirlpool.

Whirlpool photo per articolo

“For every day that goes by, domestic appliances are getting smarter and smarter,” explains Ballerini “and they require a whole new level of customer service. The agents need to know everything about internet connections, routers and so forth to be able to deal effectively with this kind of reality,” he says, adding that, already today, his company relies a great deal on the Transcom agents’ knowledge to avoid real-life technician intervention and still keep Whirlpool’s customers happy and satisfied.

“Although the cost-savings are of course of great importance to the cooperation between Whirlpool and Transcom working so well, it is particularly Transcom’s flexibility, responsiveness and loyalty that I appreciate”, adds Ballerini. “When you walk into the customer assistance services center in Budapest, you feel like you’re in a Whirlpool center. Everything is Whirlpool branded and everyone is talking Whirlpool – to the point, in fact, that we gave the Transcom agents the same Christmas gifts we gave our own staff, because they really feel part of our team.”

“We are true partners,” Ballerini says. “We work together, we fight together and we always come out with a joint decision. This is so, so important.”

This is an abbreviated version of an article that appeared in the latest issue of the Hello Transcom magazine, written by Louise Nordström.

To read the complete article, please download the Hello Transcom magazine here.

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.

INNOVATION image

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.