My Transcom Experience

Posts published March

Grand slam for Transcom Netherlands in client’s global customer service award

For a valuable client in the logistics market, Transcom Netherlands received two awards in the “2014 Global Customer Service Competition”. The award was announced March 25 during a yearly review with all the client’s inhouse sites and vendors. In total, 26 sites where in the race for prestigious prices based on sales leads, business balanced scorecard performance and customer experience.

First we won the second price in the balance scorecard competition. For this competition they measure Service Level Adherence, Line adherence, Quality, AHT, Attrition, Sales and Forecast accuracy. All relevant KPIs are included and that’s why we can make the conclusion that Transcom Groningen was the second best site in 2014. This is a great recognition for all the good work we have done in all areas.

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We also won the award of being third in the Sales Leads competition. This category is about the total number of sales leads that our agents have created related to the total number of handled calls. For the client these sales are of the highest priority. This is because these activities extend their customer base and generate constant growth of their package volumes and thus revenue.

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I am very proud of these awards and recognition of the hard work done and thank the entire management team and all the employees that have contributed to this success. I am convinced that this year we will do our utmost to be in the position to win an award again and to show Transcom’s additional value to our client.

Besides this, we would like to congratulate our colleagues from Transom Lithuania who won the third award for Customer Experience. This category is related to the measure of Customer Satisfaction.

Author: Jolanta Budzinska

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Transcom Cares in Poland supports girl with autism

The year 2014 at Transcom Poland was rich in charity actions and full of compassion and we can be proud of our employees’ commitment.  We continued our standard Transcom Cares activities as collecting food for shelters, donating school supplies and giving sweets to orphan children on Christmas Day.

But the Transcom Cares project that will stay in our hearts for a long time was the charity run we did for one of our employees’ daughter – Ania, who is diagnosed with autism.

Ania orlen

Two of our managers, Grzegorz Baran and Jolanta Budzińska-Korneluk participated in the Warsaw Orlen Maraton. Together they ran an impressive 52 km distance, each kilometer raising extra money for Ania . But our engagement and commitment continued. Inspired by his colleagues’ charity run, another manager, Maciej Ziółkowskin and  his team organized weekly lottery competitions on the floor, donating every zloty to the Ania-project.

Thanks to Transcom’s donation it was possible to send Ania to rehabilitation, where she could train her speech and communication skills. Her father was really surprised with the results. For the first time he could talk with his daughter on the mobile phone and understand what she said– something amazing for the parents and also for us.

Ania and her parents visited our Transcom office and thanked all Transcom employees. A visit Ania enjoyed a lot!

Author: Rebecca Fretwell

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Innovation and product knowledge key factors when Transcom UK wins government contract

Our Leeds site has enjoyed a successful partnership directly with the primary loan provider for further education in the UK for five years. During 2014 the UK Government created a new outsourcing model (Debt Market Integrator) that controls the placement of Government owned debts. A leading UK panel management company for debt solutions was awarded the contract via a protracted tender process and became the supplier of choice for the Government in terms of outsourcing functions and control for the DMI.

The subsequent tender process for inclusion on the panel for outsourcing opportunities allowed Transcom UK to reveal our already successful, tried, tested and proven strategies and to agree commercials that would allow for the relationship to continue. In December 2014, it was announced that Transcom had been retained as a partner for the client.

Innovation was a key factor in our success; dialogue between the client and the broker had clearly referenced Transcom’s flexibility and adaptability to provide a service which demonstrated recognition of the client’s needs and our unsurpassed product knowledge. The innovation reflected actions taken in July of last year as we recognized the need for ‘out of the box’ thinking to increase revenue streams for the client and for our business.

The customer base of this client comprises a blend of students who attended University in the UK but are registered as living overseas, as well as those who are registered as living in the UK. A large proportion of the work we undertake is located in Australia, New Zealand and the West Coast of America where extreme time zone differences exist. We initially created a trial of 6am opening to capitalize on the Australian customers which has resulted in uplifting average cash collections for the client.  The trial was then extended to include opening hours to 3am to capitalize on the West Coast of America which has continued to strengthen our collections and the client relationship. In October we were awarded 100% allocation based on our success.

Let’s extend our congratulations and thanks to the dedicated team who embraced the changes and delivered some truly amazing results.

Transcom Poland’s services supports sales growth for a global bank

Transcom Poland works for a leading bank with about 200 million customer accounts and operations in over 160 countries and jurisdictions. It provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services and wealth management. The bank combines experience in Polish banking tradition with a modern finance model and for the last few years it has been an undisputed market leader.

In 2013, Transcom was selected to be the bank’s strategic sales support partner. The goal with the partnership was to help the company enhance business performance by improving sales solutions and innovating new sales approach.

Transcom did actually exceed these expectations. We are specialized in selling banking products by phone, which is an extremely challenging task to perform in compliance with the strict formal and legal requirements applied to this process. Transcom also provides the most effective tools and solutions to carefully manage the delicate back office processes.

OPERATIONS Polish bank

Today our client acknowledges that Transcom has achieved two strategic goals, which have had a direct, positive impact on their business performance:
• building and developing a new telesales channel
• increasing the banking product sales rate

In 2014, our client’s credit card sales rose by 30%, which was largely the merit of Transcom. Moreover, our dedicated team maintains a constant focus on service quality to ensure that the bank’s customers receive the best possible customer experience, transforming the customers to valuable brand ambassadors.

Pile of credit cards, narrow focus.

It is no coincidence that Transcom received several awards and public acknowledgments from the client in 2014.

Transcom Gdansk began this outbound sales activity late in 2013 with ten agents and during 2014 our team grew to 65 agents. In September, we decided to duplicate the team in our other Polish site in Olsztyn, where we started with 15 agents and now have 30. Today one hundred people are working on this project and we expect the team to grow still further.

We are confident that Transcom will continue to support the bank’s sales growth with important achievements and that our partnership will grow stronger and stronger, in a spirit of mutual satisfaction and continued trust.

Evolving consumers and contact channels: Transcom interprets change to guide its clients

Access to new means of communication has revolutionized the way businesses interact with customers. From the traditional Facebook, Twitter and Tripadvisor, to the more theme-based Pinterest, Foursquare and Gogobot, consumers are increasingly interested in developing a rapid and loyal relationship with brands that they can influence through their needs and behavior.

Therefore, more and more companies turn to these channels and invest a larger portion of their communications budget in them.

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It is interesting to analyze a few general trends over the last two years, as described in the survey undertaken by Brent Leary in 2014 - The Social Customer Care Engagement Index:

  1. A growing percentage (34%) of companies has been using social media in their customer service for over two years.
  2. 18% of the companies interviewed say that they manage over 25% of their requests through social media (in 2011 this percentage was 9%)
  3. 45% of the companies interviewed have integrated social care into the traditional customer service process (compared to 36% in 2011).

Based on these figures, it becomes increasingly important for companies to have in-depth knowledge about their customers. The full potential of traditional technologies (web, CRM, multi-channel…) needs to be exploited to develop customer insights through the analytics tools best suited to correctly interpreting consumers’ needs.

Transcom has defined and implemented a clear strategy based on the awareness that the traditional outsourcing model used by contact centers must develop and be innovated. The challenge faced by contact centers is to structure and organize themselves to manage consumers and contacts through multiple channels in an integrated way, exploiting the technology that is ready today to support this change.

Gartner forecasts that non-voice services (web, chat, sms, Twitter, Facebook, …) will surpass the voice channel (telephone) by 2017, with significant growth resulting from the evolution of mobile technology and the diffusion of smartphones.

Transcom percentage of non-voice services has grown significantly over the past year, revealing a sharp acceleration of this trend. Transcom is ready to work with companies that intend to offer their consumers a valuable customer experience by endorsing the customer’s multi-channel and social preferences.

How Transcom Netherlands uses role play to embrace good leadership

Within Transcom Netherlands there’s strong focus on personal development for our team leaders. As mentioned by Manuel Alcaide in a previous blog post:
“middle managers’ leadership can make the difference between success and failure of services and projects”.

Therefore we started with the first ‘Team leader Development Plan’ (TOP) half a year ago.

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TOP consists of four training sessions on topics such as: Transparent Management, Feedback, Coaching and Time Management.  The intention of the training is: How can I apply the theory in my role as a team leader?

Theory is practiced through role plays. To make it more realistic we have invited an actress to simulate difficult situations that can occur daily.

Coaching is another successful method that has been used between several training sessions. The aim of the coaching is to help the team leaders actually apply the theory in practice. For example, we looked at: Which part of the theory can be applied within your team? And more importantly, how?

Because of the positive response, we’ve decided to continue with our TOP-project. Each month we will start with a new group. Fourteen candidates have already been enlisted.

Collage Transcom Netherlands Team Leader Development (TOP)