My Transcom Experience

Posts published December

Author: Jolanta Budzinska

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Transcom Poland is one of the Masters of “Sales Elite Winners”

Transcom continues to develop our professional and high level cooperation with a banking client. In this context, we received an invitation to the “SALES ELITE” event. We were selected for outstanding contributions to the distribution of banking services during the month of June 2014. Our hard work and achievements in the sales area are appreciated by our most important stakeholder – our Client.

One of Transcom’s Leaders – Łukasz Onopa, who was involved during the creation and launch of this project at Transcom, received an invitation to the awards ceremony: “Looking forward to welcoming you in person to what promises to be another fabulous afternoon of fun, food and fellowship.” He had a chance to meet and talk with members of the Board and also Directors of individual Departments. It was also a possibility to exchange experiences and opinions with other of our client’s partners.

lukas

This was the Greeting from the Sales & Distribution Division Head:

“Congratulations for winning the SALES ELITE award for June. It was great to meet you in person and celebrate your success. I hope you had a good time. I look forward to welcoming you in the next SALES ELITE Lunch Ceremony in the second half of October, so do your best and become a winner again.”

Elite

This Ceremony also motivated us to drive even higher sales results in the future. Of course, we would like to be a winner as often as possible!

We also participated in the next edition of “SALES ELITE”. We were selected for outstanding contributions to distribution in the month of November 2014. We had the opportunity to meet with the President of our Client and the Head of Consumer Banking, among others.

This time our Winner was Aneta Zakrzewska, who has consistently achieved above-average sales results month after month. An additional factor was the fact that Aneta is one of Transcom’s biggest  promoters. She introduced several people to our sales project, who have also achieved very good sales result. Aneta, Thank You.

Aneta

 

Due to our great results, we have significantly expanded the number of agents on this project at our site in Gdansk. We have also added additional people working on this project at our Olsztyn location. Who knows what Transcom can achieve with this client next year…

Author: Cristina Martinez

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Lean Customer Experience Journey

“Lean” thinking has many practical applications for reaching a goal, also in our industry. Today, I would like to talk about how a “Lean Customer Experience Journey” can be used to create a great customer experience with a positive impact on brand loyalty and a competitive advantage for any organization.

Thanks to the huge amount of data managed in our contact centers, we are able to generate insights that help us better understand customer needs. This is without a doubt the key to making well-founded decisions when defining business strategy.

The Customer Experience Journey Mapping approach that we offer our clients – with a Lean approach to analysis, diagnosis and solution development – encompasses all Lean core principles and 7 wastes.

Lean Customer Experience Journey

Photo by: © takasu – Fotolia.com

There are countless success stories on applying Lean principles in different fields. In the contact center industry, the key is to focus only on such activities that contribute to the creation of a great customer experience. We should try to eliminate anything that consumes time, resources, space and money while bringing no value to the customer. These are some of the principles that should be applied when designing the Customer Experience Journey Map:

  • Aim to have zero defects/errors
  • Avoid “over-processing” simplifying interactions as much as possible
  • Maintain service flexibility to be able to adapt quickly to customer requirements
  • Minimize “work-in-progress”, avoid interruption