Posts published December
Flexibility, scalability and technology at our clients’ service
Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe. The communication campaign was expected to generate a peak in the number of calls in France, Spain, Portugal, the Netherlands, Belgium, Germany, Austria, Italy, Denmark, Norway, Sweden and Finland.
An international task force, coordinated from Italy, was set up and immediately went to work. The proposal didn’t take long to finalize, and involved various Transcom sites in six countries: Sweden, Germany, Italy, Tunisia, the Netherlands and Spain. The Transcom technology infrastructure is based on a centralized data center, making it possible to coordinate the management of customer care activities for 11 different markets, switch telephone calls to our sites throughout Europe and cover all the languages needed.
This innovative organizational model, based on flexibility, language skills, scalability and technology fully convinced and satisfied our client. In fact, the solution allowed rapid ramp-up and ramp-down times, thus enabling the company to optimize communication campaign timing in the target countries. Transcom implemented the centralized IVR platform for all markets and assembled the necessary resources in record time: in the space of just one week, over 200 agents were selected from those available in all the Transcom sites involved.
After special training, these customer care specialists provided consumers with instructions to guarantee the safety of each and every product by means of either technical adjustment or replacement. The project, which was initially planned to run for 10 weeks, is still underway and Transcom continues to work with the client to ensure the best possible assistance and contact experience for all its European users.
This emergency plan was seamlessly integrated with the regular customer assistance services we have been managing since August 2015 for the same client from our multilingual centers in Budapest, Danzica, Olsztyn and Porto, where our customer experience specialists guarantee the provision of a high-quality customer service to consumers in 20 countries: Germany, Poland, The Netherlands, Belgium, Norway, Czech Republic, Spain, Portugal, Hungary, Sweden, Denmark, Slovakia, Austria, Finland, Bulgaria, Greece, Croatia, France, Lithuania and Romania.
“It’s never too late for an old dog to learn new tricks… as long as the dog is willing to learn.”
Being 46 years old, this saying perfectly resonates to Theresa Ordiales who shares her inspiring story of growing and learning as she celebrates her ninth anniversary with Transcom Philippines.
Words by Theresa Ordiales.
I think I’m already a bit “over the hill.” But just because I’m old doesn’t mean I should stop learning and doing the things I love. I’m about to celebrate my ninth anniversary with Transcom and I’m proud to say that I have watched the company bloom and grow like how a parent would witness her children grow up and mature.
My life has truly never been the same since I joined the company in 2007. At first, I only considered entering the BPO industry for the sake of paying the bills. I never realized that it will lead to the establishment of my career and the rebirth of my self-esteem.
I was 37 years old then, and just like everyone else, I started taking calls with a handful of jitters and apprehensions. It was like all the negative vibes rolled into one. Fortunately, after the heart-pounding first call, I was able to get a hang of it, and the rest is history.
I never knew I had the confidence to do customer service – talking to customers, addressing their inquiries, explaining theirs bills, and ultimately resolving their issues. I started as an agent in 2007, got promoted as a trainer in 2012, and transitioned as an Organizational Development trainer in April this year. It’s safe to say that Transcom has transformed me and helped me not only discover, but also harness my skills.
I also had my fair share of uncertainties, humiliation, disappointments, and triumphs, but they didn’t stop me from achieving my goals. In fact, they motivated me, because I knew that there is always room for improvement, and I had the power to work for it.
The opportunity given to me by Transcom became my life. Never in my wildest imagination have I thought to stay in one company for nine years. I guess Transcom has truly captivated me.
Now in my new role as a trainer under the Organizational Development Team, I am still learning from my peers and mentors – regardless of age.
And with that, I can say that I am aging gracefully….in Transcom.