My Transcom Experience

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
Author: Alberto Martínez Bernardo

Tags: , , ,

Transcom Spain awarded at the Platinum Contact Center Awards 2017

Transcom has once again been recognized with this important prize awarded by the Contact Center Magazine in one of the most prestigious customer care galas in Spain: the Platinum Contact Center Awards.

In this year’s event, which was held at the Goya Theater in Madrid, Transcom was awarded in the “Best Customer Experience in Banking” category for the high-quality services provided to one of its main clients.

TRANSCOM (2)

The awards ceremony was attended by more than 300 contact center industry executives from various sectors, and the participating Contact Center and Technology companies.

These awards recognize the excellence and know-how of companies that each year demonstrate their firm quality commitment and their efforts to develop the relationship with their customers. Companies in the sector are awarded for their high degree of professionalism and competitive services, adapted to the needs of each client.

Juan Brun, Country Manager of Transcom Iberia, said: “It is an honor having received this award once again, which reinforces our leadership position in such a demanding industry as banking. To keep the level of quality and high standards year after year is a challenging task and this award recognizes the great work done by our teams each day”.

Author: Tessa Brink

Tags:

The Great Transcom Bake Off

The Dutch Transcom team has shown exceptional creativity in the first Great Transcom Bake Off. The contest took place in early April and served as a fund raiser for the local Animal Ambulance. 12 Transcom team members put their baking skills to test, the results of which were professionally tasted by the jury, including local General Manager Joop Evers.

The cakes were rated on taste, texture, presentation and creativity. The cakes, a wide variety of flavors and types ranging from Oreo to double layer fondant, were put up for sale to raise money for the local Animal Ambulance. The jury was all praises for the bakers’ creativity and applauded them for their commitment to supporting the volunteers at the Animal Ambulance.

Eva de Vries was declared the proud winner of the contest, an 8/10 as per the jury. She brought the perfect balance between taste, creativity and presentation – a beautiful cake that tasted just as delicious. Yvonne Splinter and Ginette Loer came in second and third. Brilliant job by all of you!

Transcom Netherlands gladly doubled the amount that Transcom’s Next Top Bakers raised and is happy to support the local Animal Ambulance, a voluntary organization that collects sick and wounded animals and brings them to an animal shelter where their owners can pick them up once they recover. The volunteers work selflessly and are 24/7 available for emergencies, a tremendously devoted group of people. (www.dierenambulance-groningen.nl).

The Great Bake Off

Author: Arturo Fernandez

Tags: , ,

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

Tags: , , , ,

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.