My Transcom Experience

Posts published September

Author: Arturo Fernandez

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Instant support around the clock

The millennials’ motto of “anytime, anywhere availability” is putting unprecedented demands on companies to deliver instant support around the clock. This means customer service companies need a new strategy to make sure those demands are met.

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The key is to be proactive rather than reactive, to deal with customers across digital channels, and to make maximum use of new automation tools that can ease the burden on human agents. E-commerce companies must have a clear strategy for how to use digital channels such as chat, instant messaging and social media. In more traditional sectors, voice is still an important channel. But the millennials who shop online prefer to engage with companies across digital channels rather than over the phone. This means we need to change our traditional approach – putting the right human agents in front of our clients – to a more technological and digitalized approach.

The global turnover for the e-commerce industry is expected to increase from the current EUR 2,520 billion to EUR 5,230 billion by 2020. This makes it an increasingly important sector for the customer care industry, but also one that poses unique challenges. Traditional retail businesses only needed to offer customer services during normal business hours, when their stores were open. But since online stores never close, a support team must be available around the clock. The only way to handle that on a reasonable budget is to define a best-in-place self-service capability with automated technologies such as virtual customer assistants and robotic process automation tools that can provide a first level of support without human intervention.

Services have to be available 24 hours a day, and if you only have human support, it’s very expensive and companies cannot afford it. So they need to find the right balance between human and digital interaction with their customers.

This means customers will interact increasingly with virtual agents in the future (automated services using artificial intelligence to answer simple and frequently asked questions), and proactive support will be offered when an error is detected.

Transcom is constantly working to find the best industry-specific ways of using these new technologies. We appreciate that the same technology will be used in different ways in the banking, e-commerce and telecom industries, for example.

Even though an increasing number of interactions will become automated as time goes by, the individual customer service agent will still play a crucial role, even for e-commerce companies. The difference is that they will manage more complex tasks, working across multiple channels in the future, instead of specializing in just one.

In the past, the agent concentrated on just one channel. But we are moving forward with the ‘smart agent’ who, with the digital revolution, will need to have skills to handle everything from voice to chat, to e-mail, to instant messaging. In some cases, this will mean offering them more sophisticated training in the technologies available, and we are currently testing ways of improving things like agent motivation, brand advocacy, gamification and new compensation models.

This article was originally published in Hello Transcom 2017

Author: massimiliano macchia

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Transcom selected to provide customer assistance for the new famil.care service

Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their everyday needs, and provide assistance in an emergency.

Why was the service created? According to a Doxa survey commissioned by famil.care, about 19 million people in Italy receive daily assistance from their families: 13.4 million over 65s (a figure that is expected to reach 22 million in 2050) and 5.2 million children from 7 to 15 years old. About 15 million people (mainly women between the ages of 45 and 50) provide daily assistance for family members. These caregivers share their time between home and work, trying to get on with their own lives while taking care of their loved ones.

What is the new famil.care platform? It’s an app that offers a very simple way to make sure loved ones are safe and sound at all times, even at a remote location, and to receive alerts if ageing parents or children find themselves in difficulty. All interactions and checks are channeled through the family’s smartphones, which are connected to a simple, discrete device that the elderly person or child wears at all times, with an emergency button for them to press if they need help.

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The famil.care service is already available in Italy, the UK, Germany and France. Transcom has been selected to provide the multilingual customer service to support famil.care users from the company’s Milan site. The service is managed over both voice and chat channels, with an integrated approach that uses a specially designed solution developed in its entirety by Transcom. While clearly technology-intensive, the service is harmonized by the human relationship established with specialist operators.

Every customer service project is special for the Transcom people who provide it, but when it comes to healthcare, as in this case, the human factor becomes even more important and the focus on quality is paramount across the entire team.

Author: Sytze Koopmans

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Transcom Centralizes Global Contact Center and Innovates for Omnichannel Service with Avaya

Innovation means investing resources in continuous service improvement; for Transcom this is both a mission and a basic need in the era of digital transformation.

That is why Transcom has introduced Avaya’s customer engagement solutions, equipping the company with the infrastructure needed to deliver advanced omnichannel functions and digital services.

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All Transcom’s 52 contact centers around the world are equipped with Avaya solutions. Our largest operation is in Europe, where Transcom’s data center in the Netherlands serves 40 locations and clients in 16 countries, handling calls in all European languages. This centralization brings greater scale and flexibility across all sites and makes it possible to satisfy our clients’ needs even more quickly. Today, Transcom’s operations are significantly streamlined with a centralized, highly redundant configuration that enables seamless support around the globe.

Read more about Transcom’s new global infrastructure and its intelligent, multichannel customer care solutions in the case study prepared by Avaya.

Author: Michael Weinreich

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My first day at Transcom

Reflections about People, Passion and Performance

Today is officially my first day at Transcom and I am proud and happy to be joining the team! I am always curious and since I could not wait to get started, I really enjoyed the opportunity to visit a number of Transcom offices in the last couple of weeks.

Meeting new colleagues and visiting different Transcom locations has been an amazing experience, and I would like to share some of the things I have learned thus far.

People

I have met inspiring Transcom people in Stockholm, Amsterdam, Groningen, Madrid, Milan and Denver. And I plan to visit many more Transcom locations in the coming months. It has been great to get to know the Transcom team and experience the positive energy and the constructive mindset.

I am impressed by my predecessor Johan Eriksson’s dedication to Transcom and his support to ensure a smooth transition of leadership to me. Likewise, Ulrik Englund has handled the transition of the CFO role very effectively. One of my first meetings at Transcom was the recruitment interview with our new CFO Leif Mårtensson, and I am happy that we could convince him to join the Transcom team.

This post would have been much longer if I had named each and everyone I have met during the last couple of weeks, but please be assured that I left our meetings even more motivated than I was going into them. Thanks to all of you!

Passion

To me, passion is one of the most important values in business as well as in private life. I am happy to say that I have already met many passionate advocates for global clients, innovation and best-in-class services in our Transcom team.

I’ve been thrilled to meet so many people who are truly passionate about Transcom and our industry. The high level of positive energy that people display towards Transcom and the possibilities in our industry really motivates me. It’s very important to me to create an environment in which each and everyone at Transcom is able to experience this passion and be able to contribute personally in a passionate way.

Performance

Hiring and retaining the best people, who are passionate about their work and creating value for clients, is the best foundation for top performance.

We need to perform at the highest level in order to serve our clients better than anybody else in the industry, and enable our clients to deliver the best possible service to their customers and clients. Only then do we deserve to be awarded with new business, allowing us to grow and finance the development of even better solutions for our clients. This is critical in order to remain competitive and relevant in a fast-changing marketplace.

Top performance requires hard work and doing things right. But doing the right things is just as important as doing things right. Continuously driving efficiency improvements is necessary, but innovation and growth are just as important to our continued success.

Thanks again for the warm welcome to Transcom!

Michael Weinreich, President & CEO