My Transcom Experience

Posts published October

Author: Nathalie Farigu

Transcom Netherlands Awarded Recertification to the COPC Standard

Transcom Netherlands has achieved the prestigious COPC certification for the second year in a row. The COPC standard is an internationally applied control model aimed at handling customer contact. The standard has stringent requirements for customer satisfaction, quality and processes and is focused on high performance.

A COPC certificate is valid for one year. To qualify for recertification, the organisation needs to achieve and sustain continuous performance improvement. The COPC certificate proves that Transcom is able to provide outstanding customer service, with emphasis on customer satisfaction, cost reduction and employee satisfaction that meets the highest international standards.

 

Transcom Netherlands COPC Task Force

Author: Alberto Martínez Bernardo

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Transcom Spain selected by leading marketing and advertising company

Transcom Spain has begun working with a leading supplier of online and offline customized marketing and advertising solutions.

The contract covers the following inbound, outbound and back office services:

  • B2B market customer care (freelancers and SMEs): queries about contracting, billing and collections, publication of advertisements, distribution, web and online product management, claims and complaints and general information. This service is also provided to the company’s commercial network.
  • Customer loyalty: welcome, presentation of statistics and new products.
  • Advice and customer support services during the production of digital projects and content (web, social networks, etc.)

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These services are delivered from one of our sites in Madrid, by a team of 30 specialist agents.

The goal of the project is to provide assistance for our client’s digital transformation process. Going forward, Transcom will also deliver services within advertising control and other online services.

Author: Gianluca Gemma

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Addressing global markets? You need a multilingual customer service

Imagine you’re shopping on a global ecommerce website, browsing and adding items to your cart. Whether you are buying an exotic holiday, a fashionable pair of shoes or just a blender, you might need some kind of support or additional info at some stage of the buying process. You search all over the website looking for an answer, but can’t find customer resources written in your language or a local number to call for help. Feeling frustrated, you exit the tab and seek out alternatives.

Not only is this a common problem for international shoppers, but it’s also an issue for businesses looking to expand overseas. Without proper ways to communicate with your international customers, it’s difficult to grow global sales or repeat business.

Through a number of specialized contact centers, Transcom can provide quality multilingual customer support in 33 languages and meet the needs of global market leaders as well as those of emerging brands willing to expand into new territories.

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Belgrade, Budapest, Gdansk, Lisbon, Riga…: these are just some of the cities where we have developed Transcom multilingual hubs. These cities offer excellent infrastructures, a stable political and social situation, high levels of schooling and professionalism among the population, and widespread familiarity with foreign languages.

Several global companies have already chosen Transcom as strategic partner to offer their international customers the best assistance in their native language. Partnering with a single experienced business process outsourcer, capable to set up a pan-European contact center to support all customers of any nationality implies significant advantages:

  • consistent (high) level of customer experience provided to all users, based on common business processes, proven training and quality monitoring methods, shared best practices across all operations;
  • unique point of contact for managing customer care activities in multiple countries;

  • redundancy and back-up capabilities thanks to our technological infrastructure;

  • optimization and standardization of processes and operations.

To learn more about our multilingual hubs, watch this video

Onboarding programs at Transcom Serbia: breakfast meeting with the Country Manager

It is a fact that a company is only as good as its ability to retain its employees, and phenomenal visions are irrelevant without phenomenal people, right? It is up to the management and HR team to carry this responsibility on their shoulders, e.g. through various onboarding programs.

When it comes to new hires, there is no time for a second impression; if a new employee feels bad, in discord with the values and mission of the company, if he/she comes across chaos and unstructured processes, it is unlikely that they will form a favorable view of their new business environment.

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Why is it important to constantly improve onboarding programs? The answer is quite straightforward, if we just look at the statistics and the latest research on this topic:

  • 91% employees remain in the company when the organization has an efficient onboarding process;
  • 69% of new employees remain in the company for at least 3 years when the organization has a well-structured onboarding program.

(Source Aberdeen Group)

Although many companies refer to human resources as their most important asset, many organizations continue to invest only minimal efforts on onboarding. Bearing all this in mind, guided by the vision that human resources are not only part of the business, but the main drivers of the entire business, Transcom Serbia has decided to take additional step in this direction. A few months ago, as Country Manager of Transcom Serbia, I started to organize breakfast meetings for new employees. All those who became part of the Transcom team in the last months have been invited to share their first impressions of their new job with me.

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In a friendly atmosphere, new colleagues presented themselves in a completely informal and authentic way, exchanging first impressions about their work environment. After their introduction, I briefed them about the birth and growth of Transcom in Serbia, providing an overview of the company’s history. I conveyed the mission and vision of the company, and stressed the need for strong teamwork and team spirit as a key requirement for companies and individuals to succeed.

We can have the best strategy, but if we do not get feedback from the people who work with us, and have a will to improve things based on this, it is impossible for any strategy to take off.