My Transcom Experience

Author: Stefania Melosi

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Transcom Italy raised money for schools in earthquake-hit areas

The terrible earthquake that devastated huge areas of central Italy last August 24 caused hundreds of victims and flattened houses, churches, schools, hospitals and public buildings. It also made many of our colleagues at Transcom’s L’Aquila site in Italy (60 km from the epicenter) relive the dramatic days of the disastrous 2009 earthquake, giving them a sleepless night, but fortunately without causing any major damage or victims.

As it did seven years ago, Transcom’s aid and solidarity machine sprang into action to offer support to the people affected and promote the fundraising channels activated by the Italian and International Red Cross.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

In addition, shortly before the start of the school year, Transcom Italy promoted a solidarity project to help support the 785 students educated at the schools and institutes located in Amatrice, Arquata, Accumoli and Pescara del Tronto that were damaged by the earthquake. A fundraising effort was set in motion to ensure that the start of the academic year was a dignified one in the temporary schools set up in record time by the Civil Protection service. Through the HR offices at all Italian sites, Transcom raised about €2,000 to buy classroom materials (pencil cases, exercise books, text books) for students at all levels, from elementary to secondary school.

This donation is an initiative promoted by Transcom Cares, the solidarity and social responsibility program that supervises our initiatives worldwide.

Author: Alina Andriatyte

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Transcom’s Shared Service Center in Vilnius supports fundraising inititative for families of children with cancer

In December 2016, Transcom Shared Service Center Vilnius (SSC) decided to organize a fund raising for a good purpose – to support an initiative of building a home for families of the children with oncological diseases.

Every year about 100 children under 18 are diagnosed with cancer in Lithuania. Recovering from this disease takes from half a year up to several years, depending on how advanced the cancer is. When the child gets ill – the whole family is affected by this illness as well. Only one parent can stay with the child in the hospital, while other family members stay apart. To ease the situation for these families and give them a possibility to get through this rough time in their lives standing strong together we invited the whole Shared Service Center to contribute to the project of building a home! This home will be located near the biggest oncological center in Lithuania.Here the families will get medical care from pediatricians, pain specialists, medics,oncologists, but they will also have access to different art and music therapies. The aim with the home is to help families get better both physically and emotionally.

Transcom’s fund raising event was initiated together with fun activities for the whole department including snacks, fun videos remembering what we achieved in 2016 and what we are looking forward to in 2017. Also, we received many cheerful Christmas video greetings from our colleagues we work with daily from all over Europe, the Philippines and North America – really building a feeling of One Transcom! During this wonderful time of the year we are so happy to contribute to making good things happen.

SSC Charity campaig

 

Author: Annica Strahner

Happy Holidays!

Transcom would like to thank all employees, clients, shareholders, partners and blog readers for an amazing 2016.

We look forward to continuing to share stories from Transcom in 2017. Our bloggers will be back with new updates on January 4.

We wish you Happy Holidays and A Prosperous New Year!

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Transcom successfully handles peak traffic in 11 countries for an international client

Flexibility, scalability and technology at our clients’ service

Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe. The communication campaign was expected to generate a peak in the number of calls in France, Spain, Portugal, the Netherlands, Belgium, Germany, Austria, Italy, Denmark, Norway, Sweden and Finland.

An international task force, coordinated from Italy, was set up and immediately went to work. The proposal didn’t take long to finalize, and involved various Transcom sites in six countries: Sweden, Germany, Italy, Tunisia, the Netherlands and Spain. The Transcom technology infrastructure is based on a centralized data center, making it possible to coordinate the management of customer care activities for 11 different markets, switch telephone calls to our sites throughout Europe and cover all the languages needed.

This innovative organizational model, based on flexibility, language skills, scalability and technology fully convinced and satisfied our client. In fact, the solution allowed rapid ramp-up and ramp-down times, thus enabling the company to optimize communication campaign timing in the target countries. Transcom implemented the centralized IVR platform for all markets and assembled the necessary resources in record time: in the space of just one week, over 200 agents were selected from those available in all the Transcom sites involved.

After special training, these customer care specialists provided consumers with instructions to guarantee the safety of each and every product by means of either technical adjustment or replacement. The project, which was initially planned to run for 10 weeks, is still underway and Transcom continues to work with the client to ensure the best possible assistance and contact experience for all its European users.

This emergency plan was seamlessly integrated with the regular customer assistance services we have been managing since August 2015 for the same client from our multilingual centers in Budapest, Danzica, Olsztyn and Porto, where our customer experience specialists guarantee the provision of a high-quality customer service to consumers in 20 countries: Germany, Poland, The Netherlands, Belgium, Norway, Czech Republic, Spain, Portugal, Hungary, Sweden, Denmark, Slovakia, Austria, Finland, Bulgaria, Greece, Croatia, France, Lithuania and Romania.

Author: Jonas Collantes

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Aging Gracefully with Transcom

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“It’s never too late for an old dog to learn new tricks… as long as the dog is willing to learn.”

Being 46 years old, this saying perfectly resonates to Theresa Ordiales who shares her inspiring story of growing and learning as she celebrates her ninth anniversary with Transcom Philippines.

Words by Theresa Ordiales.

I think I’m already a bit “over the hill.” But just because I’m old doesn’t mean I should stop learning and doing the things I love. I’m about to celebrate my ninth anniversary with Transcom and I’m proud to say that I have watched the company bloom and grow like how a parent would witness her children grow up and mature.

My life has truly never been the same since I joined the company in 2007. At first, I only considered entering the BPO industry for the sake of paying the bills. I never realized that it will lead to the establishment of my career and the rebirth of my self-esteem.

I was 37 years old then, and just like everyone else, I started taking calls with a handful of jitters and apprehensions. It was like all the negative vibes rolled into one. Fortunately, after the heart-pounding first call, I was able to get a hang of it, and the rest is history.

I never knew I had the confidence to do customer service – talking to customers, addressing their inquiries, explaining theirs bills, and ultimately resolving their issues. I started as an agent in 2007, got promoted as a trainer in 2012, and transitioned as an Organizational Development trainer in April this year. It’s safe to say that Transcom has transformed me and helped me not only discover, but also harness my skills.

I also had my fair share of uncertainties, humiliation, disappointments, and triumphs, but they didn’t stop me from achieving my goals. In fact, they motivated me, because I knew that there is always room for improvement, and I had the power to work for it.

The opportunity given to me by Transcom became my life. Never in my wildest imagination have I thought to stay in one company for nine years. I guess Transcom has truly captivated me.

Now in my new role as a trainer under the Organizational Development Team, I am still learning from my peers and mentors – regardless of age.

And with that, I can say that I am aging gracefully….in Transcom.

The Internet of Things changes the dynamics of the Customer Experience

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead. Hotel room doors you open with your smartphone, without needing to collect the key from front desk.

INNOVATION IoT auto

All market analysts and observers are forecasting exponential growth for the Internet of Things. Intel has analyzed the IoT scenario, reporting that 15 billion objects were connected to the internet in 2015 and estimating that this figure will reach 200 billion devices in 2020.

We are therefore witnessing the birth of a new frontier for the interconnection between people’s physical lives and digital worlds. It isn’t hard to imagine that the Internet of Things will have a strong and lasting impact on various industrial sectors, as well as on our everyday lives. This connectivity looks set to change the operating model applied by contact centers and revolutionize forever what is increasingly a digital customer experience.

A new model of customer care

If this trend continues, there will be a revolution in customer care activities too in the years ahead. With the Leonardo 2.0.14 innovation lab, Transcom is setting its sights on the future, by analyzing opportunities and empowering technology to create advanced contact center solutions and perfect the customer experience in the era of the Internet of Things.

As an example, the research lab is now focusing its attention on the new devices we can use to connect with contact centers. The telephone is no longer the only contact channel, but also cars, refrigerators, televisions, alarm clocks, shoes, keys, the washing machine… Another area of analysis is the transition from classic customer care to “proactive” assistance, in which smart objects use the data they continuously share to notify operating malfunctions by themselves and trigger operator calls to the owner. If our shoes realize we’re running too much for our profile, the contact center makes a proactive call to tell us to take a break. If the alarm rings early because there’s heavy traffic, we can activate the contact center to book a taxi, which calls us back on our mobile phone. If the washing machine breaks down, it can activate a call to the technical assistance service, which performs tests and then calls us back to help troubleshoot the issue. If our car moves but we aren’t in it, the contact center warns us, helps us activate the alarm systems and provides support.

The customer care operator can therefore display all pertinent information about the product requiring support, analyzing it and providing remote assistance like a doctor reading a patient’s clinical records. Likewise, the operator can display the geographical location of the customer or productin such a way as to provide logistics and delivery support, as well as the time and place of arrival of the customer and the product/service at their destination. Last, but by no means least, the operator will also have access to information about the customer’s preferences and habits, and so be able to offer targeted product/service support that is aligned with expectations and areas of interest.

All told, the Internet of Things really does seem to be one of the most important and promising of recent developments, increasing the quality of life for all of us in ways that are hard to predict.