My Transcom Experience

Posts published June

Author: Alina Andriatyte

Transcom Lithuania receives EN 15838 certification

We are more than proud to announce that Transcom Lithuania (Vilnius and Kaunas sites) has achieved EN 15838 certificate which confirms our commitment to providing quality service to all our customers.

Transcom Lithuania EN 15838 certification

This European Standard specifies the requirements for customer contact centers and it aims to provide customer focused best practice designed to meet all customer expectations. It focuses on the performance quality at the point of contact between the customer and the customer contact center.

This standard was published several years ago and is acknowledged  as a powerful tool that customer contact centers can use to  improve the quality of the services they offer. The EN 15838 standard assumes that success can be achieved by coordinating management techniques with processes to make the most of resources. It defines, among other things; the agent‘s abilities and skills, management standards, and standards at job sites. In addition, the standard also defines the key performance indicators (KPIs) for effectiveness and efficiency in contact centers.

The benefits that EN 15838 certification already brought are improved business continuity, harmonized processes in both sites, and structured reviews of our procedures. We are sure we will see even more benefits in the near future.

We sincerely thank all colleagues in Transcom Vilnius and Kaunas sites whose professionalism and dedication greatly contributed to achieve this important certification.

Author: Philip Sköld

Transcom’s Conversational Analytics solutions

Outstanding customer service is synonymous with the ability to understand and interact with customers. Clever utilization of interaction data is therefore becoming more important than ever. As a result, conversational analytics has emerged as the leading solution for businesses to substantially strengthen their customer insights and discover new high impact initiatives for service improvements. Transcom’s conversational analytics offering aims to support customer service providers on their digital journey; securing quick benefit realization from new disruptive technologies. Working with Transcom will provide you with tangible outcomes: new depths of insights from comprehensive data mining and analytics, continuous monitoring of trends and development in your data, and fact based improvement initiatives aligned with your business objectives.

Transcom offers end-to-end support in establishing your conversational analytics solution and we drive acceleration of outcomes in line with your business objectives. You will be given access to our strategic solutions advise, strong implementation support, hands-on operational knowledge and dedicated execution power. High impact use-cases will be identified with the purpose of improving the quality and effectiveness of your service operations, elevating your capabilities to deliver outstanding customer experience, increased customer loyalty, enhanced sales performance, and reduced customer churn.

The wide application of conversational analytics provides a broad set of tangible benefits. Unlocking and acting upon the insights will typically bring benefits such as:

  • Improved NPS/CSAT from identifying and tracking correlations between satisfaction survey scores and metadata containing insights on customer reactions to the service provided. Also, predicting behavior and actions related to an incoming interaction to better prepare and drive preferable outcomes.
  • Improved AHT and FCR by analyzing interactions with high handle times and repeat calls. Further revealing aspects in the customer journey where fine tuning of processes, changing response patterns or applying automation can is represents clear benefits.
  • Increased sales hit-rates through providing sales teams with typical customer inquiries, triggers, reaction patterns or intents related to various products and services. Leveraging continuous capture and categorization of demand data combined with contextual data on customer needs.
  • Reduced complaints and dissatisfaction by identifying and eliminating terms and drivers related to customer pain points. Root causes can be captured much more effectively from applying meta-tagging of data and creating smart queries to capture issues.
  • Reduced number of calls from identifying and categorizing call types and reasons, using keyword combinations. A more nuanced understanding will enable development of proactive initiatives to reduce volumes.
  • Reduced churn by identifying risk-triggers and initiate proactive mitigation actions or ensure next contact is routed to agents specifically trained for saving potential churners.

Read more about our offering here, or contact us directly on conversationalanalytics@transcom.com.