My Transcom Experience

Posts published November

Author: Daniel Illmann

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How video tutorials improve customer experience and cut costs

For the last five years, Transcom Germany has been working with a leading satellite navigation brand, offering first and second level technical assistance to drivers who buy a GPS unit. When they have trouble updating the software or other installation or usage issues, users contact our team of technical specialists at the Transcom site in Halle, Germany.

OPERATIONS video tutorial_Nav_Screen

One of the most highly appreciated features of the service is assistance offered through social media, as well as the adoption of dedicated self-service solutions. The most important example of this is the production of video tutorials, or short teaching films that guide users through all stages of using the software and hardware, from the simplest procedures to the most complex operations. The operator sends the user an email with a link to the video and provides assistance while the video tutorial on the problem in question is playing. During the contact session, the operator draws attention to the most important sections and answers any questions and doubts the customer may have. The videos can be viewed as many times as desired, from any mobile device or PC, without needing to re-contact customer service.

OPERATIONS video tutorial

Transcom made the first video tutorial for this project in 2011 (view it here) and our client company has posted it on YouTube, where it has been viewed more than 60,000 times. So far thirty or so video tutorials have been made, some exclusively for assistance staff training purposes.

We asked Transcom Halle Call Center Manager Hans-Rainer Michels to explain how this initiative came into being:

“A few months after the project launch, our client said that they needed to identify operating methods and tools to cut customer contact costs. Transcom proposed making simple, clear video guides, which can easily be viewed by users on their own. Our client liked the idea and particularly the spirit of collaboration and value creation that characterises the partnership with Transcom. The production of this tutorial has reduced the number of calls to the call center (and therefore cut costs), at the same time as improving users’ customer experience.“

How exactly does it work? How does a video tutorial start life?

Michels continues:

“The team dedicated to the project analyses the questions most frequently asked by drivers and the issues they raise and agrees with the client which subjects to produce teaching videos on. All the tutorials are produced at our Halle site using suitable software and then submitted to the client, who provides feedback in the form of additions or changes, before it is posted online”.

Author: Stefan Pettersson

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A growing outsourcing sector in Tunisia

Last week, I had the pleasure of attending the Swedish-Tunisian Business Forum in Stockholm, organized during President Béji Caïd Essebsi’s three-day State Visit to Sweden.

A number of interesting topics were covered, not least Tunisia’s plans for development in different sectors. Transcom’s industry was also discussed at length during one of the panel discussions, led by Mr Raouf Mhenni from Smart Tunisia. Mr Mhenni focused on Tunisia’s plans to further strengthen its position in the offshoring and nearshoring space, with the objective of creating 50,000 jobs in the next five years.

Mr Raouf Mhenni, President of Smart Tunisia

Mr Raouf Mhenni, President of Smart Tunisia

During the presentation, Transcom was mentioned as one of the companies that have already invested in Tunisia. In fact, Transcom has been present in the country for over ten years and currently employs over 1,000 people in Tunisia. From two different sites in Tunis, we deliver customer care services on behalf of more than ten clients, mainly for French- and Italian-language markets (Italy, France, Canada, Belgium, Luxemburg and Switzerland).

Transcom has grown its business in Tunisia gradually over the last ten years, and we expect to continue expanding, also in new markets. For example, our Tunisian operation recently started to deliver services in English and Arabic to customers in 32 different countries across the Middle East, North Africa and the sub-Saharan region.

Author: Matteo Ferrari

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Transcom Serbia celebrates a successful year and looks to the future

In August, Transcom Serbia celebrated its first anniversary in business. When we launched our operations in Serbia, our aim was to create a new multi-lingual hub in the Balkans, and to provide outstanding customer experience to leading European companies in various sectors.

A year later, we can confidently say that we have achieved and surpassed our objective. Today, Transcom Serbia serves eight markets in six different languages and employs about 200 people. As gender and equality is a prioritized focus area in our overarching CSR program Transcom Cares, we are also very proud to announce that nearly 75 percent of our workforce are women.

Our portfolio of clients includes market leading brands in various sectors (financial services, internet, media, ecommerce and retail) and is experiencing rapid growth as a result of the competitiveness of the Serbian market.

To celebrate Transcom Serbia’s first fantastic year to thank everyone for their excellent work, we  hired a boat and went for a cruise on the delta of the two great rivers that flow through Belgrade, the Sava and the Danube.

 EVENTS Belgrade boat

We organized a fantastic party on the boat, where we met the families and children of some of our employees, listened to some good music, enjoyed some delicious food and admired the view of Belgrade from the river in a great party atmosphere. And to end on a high note, we dived into a gorgeous birthday cake and raised a glass of champagne to toast a successful year and the brilliant future we are all looking forward to.

 EVENTS Belgrade

 

At the present time, our sector is in the midst of a radical transformation, driven by the opportunities opened up by new digital technology. Transcom is in the front line to seize these opportunities and transfer the best innovations to the services it offers clients. As can be seen, here in Belgrade too we are ready to enter the era of digital customer experience.

 

EVENTS Belgrade cake