My Transcom Experience

Posts published December

Author: Michael Weinreich

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Happy holidays!

Happy Holiday Christmas assets_English

We look back at an eventful year for Transcom – and an even more exciting year to come. We hope that you will get to spend time with your family and loved ones during the holidays, come back well rested and ready to kick off 2018!

Help us help

In the spirit of the season and our internal initiative Transcom Cares, instead of Christmas gifts, we’ve decided to support the Red Cross. Help us spread the holiday spirit to those who really need it by participating in our campaign!

 

Människor på flykt

 

Refugee crisis

In the Syrian war, for refugees in Lebanon and at the beaches of Greece and Italy for those who flee across the Mediterranean. Thousands of volunteers provide first aid and hand out food, water, soap, diapers, nappy bottles and sleeping bags. The Red Cross is present along the entire escape route to supply medical care and support.

 €15 = family reunification

€50 = 3 life jackets

€100 = 5 baby packet

€1 000 = 370 food package

Support this campaign

 

 

From all of us, to all of you – Happy Holidays and Happy New Year!

 

Kind regards,
Michael Weinreich, CEO

 

 

 

Author: Arturo Fernandez

Artificial intelligence in your customer service? Top five recommendations

After being several months analyzing how artificial intelligence fits into customer service strategy, these would be my 5 top recommendations.

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Your company will place AI solutions to the next level if you are able to combine it with an overall digital transformation strategy. AI integration within your Digital Channels(chat, social media messaging, whatsapp, etc.), Business Analytics tools providing insightful information and predictions to your chatbot solutions, Speech Analytics as a training source for natural language processing, are just some examples to illustrate it.

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Of course, AI is well-known providing autonomous support to final customers through the chatbot solutions managing FAQs or guiding them through some of your business processes, but don’t underestimate how this technology can help your human CS agents looking for company knowledge, providing contextual information and response templates, analyzing customer sentiments or feeding added-value recommendations to, for instance, increase sales conversion. Make your human agents more focus on the customer emotions.

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Spend enough time upfront to understand the technology, select the right partners and assess where AI can help you, but then, focus your resources on high priority areas where benefits realization are tangible. Run away from long and complex projects and define ‘sprints’ to test minimum viable solutions, before scaling up to your whole customer service organization.

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AI is not the ‘silver bullet’ to solve your customer service problems when these have their origin in bad processes. It is not worth it, and in fact, a chatbot using the wrong process can be worse than a human. Automation through these AI solutions is the right moment to take a step back and re-design them.

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When AI solutions interact with your final customers, you will need to define your virtual agent personality and communications style. News around mismanaged customer interactions in the digital space will spread much faster than in the traditional voice channels. Take the time and the expertise to define it.

Author: Agnese Cotardo

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Improving user CX with a Speech Analytics project from Transcom.

In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience.

We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.

In every conversation, however straightforward, a wide range of factors comes into play (the reason for the call, choice of words, tone of voice, emotional state and so on). With a Speech Analytics tool it is possible to analyse every dialogue to evaluate both its effectiveness and the satisfaction levels of the client based on objective and, most importantly, measurable criteria.

INNOVATION Speech Analytics

Using this tool, it is possible to extrapolate extremely useful information on the customer experience, and hence to improve it while enhancing their loyalty to the product purchased. What’s more, the data obtained can also be aggregated to create a framework of customer needs based on their reasons for calling, meaning that their needs can always be understood and even anticipated.

A few months ago, Transcom launched a project to improve the service offered to the users of an Italian leading telecoms operator, using a Speech Analytics solution. The platform adopted is not only capable of identifying different subjects of conversation, but of understanding the customer sentiment during the dialogue. Using the software, it is possible to collect a vast amount of useful information and ultimately to improve the Customer Experience.

When we launched this project with our client, the first piece of data we analysed was the reason for calling. This kind of information is useful in understanding, for example, on which services customers request additional clarification or complain more about. For each of the different reasons for calling the relevant conversations are analysed, highlighting the indicators of dissatisfaction and measuring the emotional response of customers in the course of the in-call interaction.

Using the data collected, analysed and aggregated by Speech Analytics, it is possible to create a comprehensive overview of the Customer Experience based on 100% of calls. Once they have been processed by the software, the data can be analysed by the Transcom team with the aim of identifying areas for improvement and planning specific interventions (for example in the areas of operations, process, knowledge management, etc…) in order to improve customer satisfaction and call sentiment.

Through the project launched with our Client, we have identified the advantages derived from using our Speech Analytics tool:

  • continuous improvement of the customer relationship;
  • identification of areas for process improvement;
  • improvement of internal processes as a result of performance data collected;
  • identification of best practice;
  • improvement of training and coaching methods.

By combining this solid database of information with expertise in the Customer Experience sector, it is possible to achieve outstanding customer satisfaction results, a goal that drives everything we do at Transcom.

 

Author: Alina Andriatyte

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A new way for internal communication – Lunch & Learn

Internal communication specialists and HR professionals are given a difficult task – to communicate news to employees in such a way that it is noticed. Internal communication always has to compete with letters from managers and colleagues, phone calls, not to mention deadlines and simple routine tasks. That is why we need to come up with innovative ways to reach employees. One of these: sharing news and experiences during lunch time.

We all agree that employees, who are well informed about their company’s culture, working principles and the tasks carried out by their colleagues, can more easily envision how to progress on their own career path. Rūta Mikalauskienė, Training and Quality Manager at Transcom Lithuania, says that employees these days  are increasingly interested in carrier opportunities. But small bits of information are simply not sufficient for them anymore. People want to hear what their colleagues in different positions are doing. And more important is that they want to hear the first-hand. It helps employees to understand what kind of functions they would be able to carry out in their organization in future. Most employees will prefer climbing the career ladder whilst remaining loyal to their company as it is simpler for them to seek an internal position by making a career switch than changing employer. Both sides – employee and organization – win.

A couple of years ago Human Resources team in Lithuania noticed that simple communication regarding internal career opportunities is not enough for employees. That’s why “Lunch & Learn” initiative was started.

Lunch&Learn session in Lithuania

Lunch&Learn session in Lithuania

Every second month up to 20 employees gather during lunch and speak to the managers from different functional departments. Each time one manager tells more about his/her department, daily tasks, challenges, skills required for position, etc. Friday lunches with managers are carried as open discussion. Employees usually have a lot of questions to ask and they actively participate in it. Every time discussion is different and the subject is determined by the participating employees. Sometimes employees are mostly interested in manager’s workday, how he/she copes with stressful situations and how he/she acts on those days when all plans collapse due to unforeseen circumstances. In other cases they are interested in the path that led managers to their position. Furthermore employees often submit valuable offers on how to make processes more effective, avoid possible obstacles and encourage the inter-communication between different departments. There are times when two hours for the meeting are simply not enough – the discussions then continue even after lunch has finished.

Lunch&Learn session in Lithuania

Lunch&Learn session in Lithuania

These “Lunch & Learn” gatherings have now become so popular that great effort has to be made in order to be able to welcome all the people who want to attend. Initiative received support of employees because it gave them a possibility to directly interact with people who work in areas unfamiliar to them and can share personal stories.

It is apparent that next to ordinary channels of internal communication – intranet, company’s social media accounts or career pages – non-traditional means of communication must take place.