My Transcom Experience

Author: Stefano Nanni

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2,000 Transcom agents deliver online support to Italy´s main social security and welfare institute

Our client is one of Europe’s leading social security organisation, providing services to almost all Italian citizens. In June 2013, the institute renewed its contract with Transcom Italy to provide contact center services to citizens and companies about social security and welfare issues. It has a balance sheet that is second only to the Italian state in terms of size, and the vast majority of public and private sector employees and self-employed people in Italy are registered with the institute.

Transcom began delivering the service about three years ago, with a team made up of a few hundred agents who mainly provided information services. After several months, the volume of calls began to grow and hundreds of new agents were trained. When our client started to offer online services, other channels were introduced and work got underway on the gradual implementation of a highly structured quality plan.

Today more than 2,000 agents, working in 14 operating sites in 8 cities, are involved in the Institute’s contact center services. 90% of these services are online and the contact center has now become a multimedia provider, delivering assistance through many different integrated channels (phone, fax, mail, web, chat, Skype), based on a quality monitoring program that covers all aspects of the service.

Since September 2010, more than 56,000,000 contacts have been handled. Current average monthly volume stands at about 1,900,000 contacts, with daily peaks of 175,000 contacts.

Today, Transcom delivers online support about social security and welfare issues to all Italian citizens, who have all needed the help of an agent at least once, particularly in this period in which unemployment, social assistance and government benefits are a key concern for everyone in Italy.

We are really proud to play a key role in these fundamental issues and to deliver the best possible experience to the entire Italian population.

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