My Transcom Experience

Posts published October

Author: Per Egil Bråthen

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Finally project launch!

This month, several weeks of training, hard work, focus, concentration and learning new things came to an end with one goal in mind: Creating Oustanding Customer Experience!

During the training-period, our fantastic employees really demonstrated their potential. For the first time since the start-up of this project in the late summer, we are now testing our ability to deliver as agreed.

Monday morning at 7:30 a.m., the Quality Manager and Sales Team Leader served breakfast in the call center to get a healthy and flying start. And that was exactly what we did. During the first week, we were in full production state according to plan. Looking at what was accomplished during the week, it is clear that the training period was successful. I would also like to use this opportunity to highlight the enthusiasm, motivation and dedication shown by our Agents selected for this project – without them we wouldn’t have been able to create this success together!

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From left: Daniel Frydenlund, Sonnie Førrisdahl and Erik Bilock.

As Training & Quality Manager for Norway, I must say that I’m looking forward to following up on this team and the project. I’m quite sure that the interesting approach to training and the team’s innovative thinking will yield good results leading to… Of course: Outstanding Customer Experience!

Consolidation of the partnership with an innovative broadband provider: the new contract crowns a success story

Transcom Italy began working with this client in 2010, managing customer care and retention activities from the Bari site. As time passed, good results and client relations gradually drove business growth. In 2011 we were also assigned the provisioning service, which began the diversification process.

In the three years since the project was launched, as a result of high-quality performance and organizational stability, the number of sites managing services for this client has risen to four, representing a significant increase in volume, but most importantly a substantial strategic change in how the service is managed, which has further consolidated the partnership.

SALES partnership image

In light of our extensive knowledge about customer care processes, the client and the market, Transcom was chosen as strategic partner to tackle the challenge of providing complete end-to-end coverage of the services offered to our client’s customers, taking a proactive role in all stages of the Customer Experience Management project, also promoting remunerated activities and generating Customer Efficiency.

Behind the consolidation of our agreement with this important broadband provider lies a team of skilled and motivated people who work with a high level of commitment and enthusiasm at every site to achieve the excellent results expected by our Client. This too is Customer Experience!

Author: Johan Eriksson

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Transcom Cares, Bacolod City

I am proud of working at Transcom, not only because we are a great company in terms of the value we deliver to our clients every day, but also because of our commitment to being a good corporate citizen.

I travel a lot, visiting many countries every month. Everywhere I go, I hear about remarkable activities that our employees initiate to help people in need.

Since one third of our people are based in the Philippines, I visit the country many times every year, and I have been deeply influenced by what I have learnt from our amazing staff there.

During a visit to our site in Bacolod a couple of weeks ago, I had the honor of presenting Transcom’s gift to the local community: 50 pedicabs which we hope will help give less fortunate people an opportunity to start their own businesses, generating revenue to support their families.

The Mayor of Bacolod City, Monico O Puentevella, tries one of the pedicabs together with Johan Eriksson, Transcom's CEO

The Mayor of Bacolod City, Monico O. Puentevella, tries one of the pedicabs together with Johan Eriksson, Transcom’s CEO

I am heading an organization influenced by the great entrepreneur Jan Stenbeck, and that makes me even more inspired by the fact that Transcom encourages entrepreneurship also in the area of corporate social responsibility (CSR).

Transcom’s CSR work is not just about providing funds and resources for worthwhile social causes, such as donating money or our employees’ time to charities. Having signed the UN Global Compact, we are committed to adhering to its ten principles with respect to human rights, labor rights, environmental care and anti-corruption work.

Together with my fellow Transcom employees, I look forward to continuing and further reinforcing our strong commitment to the communities we are a part of.

Johan Eriksson, President & CEO

Author: Isabel Sánchez-Lozano

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Discussing our view of Customer Experience with clients

During the Customer relation + Call Center Expo, held in the Real Madrid Stadium on the 8th and 9th of October, we presented our view of Customer Experience.

The event, Spain’s most important meeting of Contact Center professionals, gathered more than 2,000 visitors and 49 exhibitors in a unique environment.

It was the perfect occasion for us to introduce to our clients and prospects our view of what customer experience is and why contact centers are an essential part of realizing a customer-focused business strategy.

We invited our clients and prospects to join us for a conference about Customer Experience, led by Elena Alfaro, one of the most well-known experts in the experiential marketing field in Spain. She conducted a presentation entitled “The Customer Experience as the base of the business” where she pointed out that it is imperative to be aware of the emotions that we generate throughout the entire customer journey, to take steps to improve them if necessary, and to measure the results of our efforts in order to influence our business performance.

Transcom Iberia & Latam presence in the Expo

After the conference, we offered cocktails in the Fly Emirates VIP Lounge, where we had the opportunity to share our vision of customer experience with our guests:

  • It is a concept not merely linked to the traditional concept of quality, but also to the emotional level of interaction with consumers.
  • Its measurement requires new methods and tools to analyze the customer experience throughout the whole life cycle.
  • It must be focused on obtaining a real ROI for the companies that implement it, and it should not just remain a rhetorical concept.
  • As it involves emotions and expectations, the key to successfully implementing a Customer Experience program lies in the companies’ human factor: their employees and partners.
  • The processes, which must be designed to place the customer at the organization’s center of gravity, are crucial for success.

Personally, I believe that we are the perfect partner to transform this concept into reality as experts in customer care; in our region alone, we conduct more than 300,000 contacts per year.

Many of our clients operate in complex, fast-moving markets, where it is becoming increasingly hard to differentiate in terms of performance and price. This is why it is critical to find new ways of highlighting your offer. At the same time ­­­customers, more than ever before, have access to information and are technologically empowered. They expect engagement on their terms using multiple voice and non-voice channels, during the whole product lifecycle. This is an area where Transcom can draw from its considerable experience to help our clients deliver a superior customer experience.

Author: Alberto Piñeiro

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Contact centers: Does age really matter?

The vast majority of people in our industry are young. Our San Fernando contact center illustrates this nicely. There are 1735 employees at this center and the average age is 35.2.

We enjoy working with young people. They bring an air of freshness and enthusiasm; they are highly adaptable and are also familiar with new technologies, which is crucial for Transcom in order to meet market requirements.

But at Transcom, we also like to count on older people who bring their experience, commitment and discipline as well as strong work ethics. Our colleague Inmaculada Estrán is a very good example: she is a 70-year-old woman who has worked with us since 2002 and, after 11 years, continues to offer her great commitment to the company, performing her functions in a manner worthy of recognition.

Inmaculada Estrán, our oldest agent!

We believe that the age diversity we enjoy at San Fernando contributes greatly to the achievement of our goals, creating great customer experience.

Author: Ángela Mora

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Transcom Concepcion eligible for the Chilean Inclusive Stamp 2013

Chile is a country of contrasts. From the breathtaking mountains in Los Andes to the Atacama Desert, you can find an incredible variety of landscapes to enjoy. It is also a land of opportunities, a growing economy with one of the lowest unemployment rates in the world, only 6.2%. That is why a 70% unemployment rate among disabled Chileans is something to think and to act about.

Senadis representatives visiting Transcom Concepción

Transcom in Chile has always been committed to the integration of people with disabilities. This was strongly reinforced during 2013 with our participation in the Agora Project and the hiring of visually impaired agents.

Transcom Concepción agents and TL's

Transcom Chile has participated in different forums about the Employment of disabled staff and has been recognized by the Chilean authorities.

Transcom Concepción elegible for the Chilean Inclusive Stamp

On the 6th of September, the National Disability Service (Senadis), represented by its Regional Director, Michelle Orthusteguy, visited our center in Concepción and encouraged Transcom to apply for the Chilean Inclusive Stamp. Senadis authorities also appealed to other companies in the region to follow the example of Transcom in integrating people with disabilities into the workplace.