My Transcom Experience

Author: Matteo Ferrari

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Transcom affirms leadership in customer care for the white goods sector

New European multilingual project launched in Belgrade

Transcom affirms its leading position as a provider of excellent customer care services for the white goods sector, which contribute to our clients’ growth and competitiveness. Last October, one of the world’s top manufacturers of household appliances, with operations in over 100 countries worldwide, commissioned Transcom to implement the brand’s European Contact Center, providing assistance to customers in 15 countries. The agreement covers multichannel management of inbound and outbound contacts and back office activities in 20 languages.

SALES Candy in Belgrade 01

Given the variety and complexity of the language skills required, Transcom decided to deliver the service out of the company’s multi-language hub in Belgrade, Serbia, which was set up a few years ago and has a team of highly qualified staff. For some time now, Transcom has been successfully managing several multi-lingual projects in Belgrade for leading international clients in various sectors.

Transcom was selected primarily for its long-standing experience in the household appliance sector and particularly for its expertise in call avoidance processes that reduce the cost of on-site technical assistance. Transcom has become a highly specialized partner to companies in this important sector.

The time spent on training for the new project in Belgrade was optimized by taking advantage of the experience gained by staff working at other Transcom sites on similar projects in the same sector. The personnel involved shared their best practices with the Serbian site to ensure that the start-up process was quick and efficient.

The team of white goods specialists selected for this new project also work in a special area at Transcom’s Serbia site, which includes a sort of ‘showroom’ containing the appliances for which they provide customer care. With this showroom located next to the workstations, our personnel can touch and see firsthand the products for which they are providing technical and commercial assistance, guaranteeing that the customer experience is of the very highest level.

SALES Candy in Belgrade 02

Another value of the service offered by Transcom is the generation of additional business for the client. During each contact, customer care staff present the case for users to purchase warranty extensions on their products, generating sales and profit for our client.

Author: Stefan Pettersson

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The world is calling

“You have to be ready for virtually any situation and so it is fundamental for us to have a solid supplier like Transcom who can guarantee us a high-quality service all the time.”

Giorgio Bonafini, Operations Director of group

Giorgio Bonafini, Operations Director at group

Giorgio Bonafini, Operations Director at group

As a customer care agent, you need a lot of finesse and quick thinking, not to mention diplomatic and language skills. Big time,” says Giorgio Bonafini, Operations Director of group and speaking from the company’s headquarters in Chiasso, Switzerland. The group offers a range of products including flights, hotels, holidays, city breaks, cruises, car hire as well as other travel and leisure related products.

With services in 17 languages and handling approximately 10 million customers per year, the amount of client assistance services delivered is huge. Transcom has been acting as group’s strategic partner, providing bookings and customer service activities across Europe and North Africa through voice, email and chat functions. Giorgio Bonafini estimates that between 60 and 70 percent of the company’s customer management is handled by Transcom via these traditional channels. Phoning in is especially popular with, for example, the Russians, he says.

“When it comes to our Russian customers for example, my observation is that they want to be sure and secure about what they have reserved, and the procedures that are in place in the case of a ‘what if’. There are a great deal of cultural differences in the way our clients contact us, and why,” he explains. And the nature of the questions and requirements that come through can almost be as varied as there are destinations and activities to choose from.

“We had this one customer who wanted to know whether he could bring a live zebra with him on board his flight,” Giorgio Bonafini recalls, noting that the agent processing the enquiry then had to contact the airline in question to check whether it was actually possible. “It’s important for us that agents go that extra mile to ensure that we can offer our customers the best travel and leisure experiences out there, but no, in this case it just wasn’t possible. Animals of a certain size couldn’t be brought along.”

There was also the case when a customer wished to bring 15 bicycles with him in his luggage, or the time when an airplane passenger wasn’t familiar with having to adjust the time on her watch when flying westwards. “The client couldn’t understand how she could possibly arrive at her destination before the time of her departure. That took a bit of gentle explaining about time zones,” he says. Compared with just a decade ago, the evolution of new technology and the increasing use of social media have also added a whole new dimension when it comes to the courtesy, product know-how and diplomacy skills required by customer care agents – even for those who handle the conventional channels like telephone and email services.

“Although we’re seeing an increased migration towards social media, most people are still using the traditional channels as a point of first contact. But if they’re not happy, they may take to social media which obviously can be very impactful,” Bonafini explains, adding that his company remains directly in charge of the group’s customer care on the social media channels. “You have to be ready for virtually any situation and so it is fundamental for us to have a solid supplier like Transcom who can guarantee us a high-quality service all the time.”


  • group is a European leader in the online travel and leisure industry.
  • It offers flights, hotels, holidays, city breaks, cruises, car hire as well as other travel and leisure related products.
  • More than 10 million customers book their travel and leisure experiences every year.
  • Its biggest markets are UK, Italy, France, Spain and Germany, and its services are offered in 17 languages, including Arabic.

Article originally published in the Hello Transcom magazine. Text: Louise Nordström. 

Author: Jonas Collantes

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#WeAreTranscom Music Fest: A night to remember!

“Definitely a night to remember!”

“One of the best events Transcom has ever prepared!”

“Best Music Fest I’ve attended so far!”

You already know that people enjoyed the event when they give raving good feedback about  it, right? Well as usual, Transcom definitely didn’t disappoint in providing another successful event and added another one for the books (this book is getting thicker and thicker, believe me)!

Last October 22, the #WeAreTranscom Music Fest 2016 at the Megatent Event Place in Libis, Quezon City, blew everyone’s socks off and entertained Transcom employees and their guests with brilliant rock out performances from their favorite local artists. Always making sure that they provide the best experience to all its #TranscomHappy family members, the event was definitely no different than the past successful events as it pulled out all the stops and truly went all out in providing more reasons to celebrate life.


Gates were open at 5pm, letting the crowd in for registration. By 6:30pm the place was already packed with excited faces who were eagerly waiting for the program to start. Of course, the party wouldn’t be complete without food and drinks and needless to say, Transcom also got that covered.

During the performances, the crowd cheered, laughed and sang along with their favorite bands.. The event truly never fell short when it came to wowing the crowd as it provided a wide array of performances from pop songs, acoustic ballads, and pure rock music.


Christina Ng blows everyone away and sets the music standard high for the show’s opening act. 


Mojo Fly rocks the stage!


Gab and John of Urbandub serenade the crowd with their sweet ballads



Electric guitar shredding courtesy of Roboto





Mom’s Cake and Fat Sessions merge humor and music, getting the crowd singing and laughing at the same time.


One of the most magical parts of the Music Fest was during the epic performance by Ebe Dencel.


Jamming through the awesome rock music of Franco


…And the crowd instantly goes wild! Up Dharma Down everybody!


Ending the Music fest on a good note, the performance everyone has been been waiting for…  Parokya ni Edgar!


Got the whole crowd laughing and cheering, of course, it’s Chito Miranda!

Transcom has been very keen in providing the “Live a great life” experience to all its #TranscomHappy family members. The entire goal of the campaign is to have all employees enjoy what life has to offer with the help of Transcom.

Finding the balance of work and life has never been this enjoyable and one thing’s for sure: Transcom employees can expect more events like this in the future!

Watch the recap video of the #TranscomVibrant Year End party below:

Author: Stefan Pettersson

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Market in change

The global customer care outsourcing market is forecast to grow more than four percent annually up to 2020. Although digital services are becoming increasingly important for the customer care industry, telephone services are still expected to remain key.

As the distinction between products and services is increasingly diminished, a smooth and professional customer service can make all the difference in making a company stand out in a fast-paced market. A friendly approach, coupled with presenting solutions swiftly, can be vital in retaining a customer.

In line with an increasingly digital world it is important that the customer service sector develops as well. Virtually all customers are online today and they are used to getting instant responses to their demands. What used to be a call center market, where the focus was to provide fast support, has evolved into a multifaceted operation consisting of general customer services, new selling opportunities and keeping track of invoices.

“In the past few years, the services have changed and evolved. End customers are increasingly demanding that solutions are immediately presented to them via the channel that suits them,” says Täpp Jonatan Matsson, partner at consulting firm A.T. Kearney. Täpp Jonatan Matsson has researched the customer services market  for several years and in the fall of 2015, he presented a study on the market development of the sector.

Täpp Jonatan Matsson, A.T. Kearney

Täpp Jonatan Matsson, A.T. Kearney

“Services and support remain the most important tasks, where the customer will call the company. But more and more companies want help in finding new ways to both retain and develop their customer relationships. This might be done, for example, by phoning a customer after a few months to follow up on something, and to offer new services, but also meeting customer demands by serving them through digital channels.”

A.T. Kearney estimates the global annual turnover for outsourced customer care services at around €48 billion. But the potential is, in fact, much greater considering that around 80 percent of all customer service is handled in-house by companies themselves. But an increasing number of companies are now beginning to outsource it. There are several reasons for this: To cut costs, to be able to focus on their core operations and to benefit from the expertise that specialized suppliers can provide.

“The global market for customer care outsourcing is expected to grow by more than 4 percent per year up to 2020. Although the telecom and banking sectors still represent the largest volumes, the retail and travel industries are now growing the fastest,” Täpp Jonatan Matsson says.

The nature of customer service is gradually changing. Interaction will increasingly be done via digital channels, through for example phone apps, chats or self-service functions.

A.T. Kearney’s studies show that while voice services represent around 65 percent of the market volume today, this number will shrink to around 50 percent by 2020.

“There is a clear shift toward the digital channels. But I thought it would happen faster. This might  have to do with the fact that people still prefer to call when dealing with more complicated issues, like with invoices for example. And many of the larger customers are still working in outdated IT-environments which make such shifts a bit more complicated.”

However, the market volume of emails is expected to drop. “Email will become less important. There are too many interactions, going back and forth and so on, and on top of that it’s a pretty expensive alternative. It’s difficult to follow up on how a customer has experienced an email exchange, and so the overall customer experience suffers.”

The global market is dominated by about a dozen large players where Transcom comes in just after those who dominate the field. Among the biggest companies there is quite an entrenched standardization culture.

“But our studies show that Transcom is getting incredibly good feedback when it comes to quality, flexibility and the ability to find adaptable solutions. I believe that partnerships and a proactive approach will be the key to success for customer services groups in the future,” says Täpp Jonatan Matsson.

Article originally published in the Hello Transcom magazine. Text: Johan Wickström

Author: Stefania Melosi

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Transcom Italy raised money for schools in earthquake-hit areas

The terrible earthquake that devastated huge areas of central Italy last August 24 caused hundreds of victims and flattened houses, churches, schools, hospitals and public buildings. It also made many of our colleagues at Transcom’s L’Aquila site in Italy (60 km from the epicenter) relive the dramatic days of the disastrous 2009 earthquake, giving them a sleepless night, but fortunately without causing any major damage or victims.

As it did seven years ago, Transcom’s aid and solidarity machine sprang into action to offer support to the people affected and promote the fundraising channels activated by the Italian and International Red Cross.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

In addition, shortly before the start of the school year, Transcom Italy promoted a solidarity project to help support the 785 students educated at the schools and institutes located in Amatrice, Arquata, Accumoli and Pescara del Tronto that were damaged by the earthquake. A fundraising effort was set in motion to ensure that the start of the academic year was a dignified one in the temporary schools set up in record time by the Civil Protection service. Through the HR offices at all Italian sites, Transcom raised about €2,000 to buy classroom materials (pencil cases, exercise books, text books) for students at all levels, from elementary to secondary school.

This donation is an initiative promoted by Transcom Cares, the solidarity and social responsibility program that supervises our initiatives worldwide.

Author: Alina Andriatyte

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Transcom’s Shared Service Center in Vilnius supports fundraising inititative for families of children with cancer

In December 2016, Transcom Shared Service Center Vilnius (SSC) decided to organize a fund raising for a good purpose – to support an initiative of building a home for families of the children with oncological diseases.

Every year about 100 children under 18 are diagnosed with cancer in Lithuania. Recovering from this disease takes from half a year up to several years, depending on how advanced the cancer is. When the child gets ill – the whole family is affected by this illness as well. Only one parent can stay with the child in the hospital, while other family members stay apart. To ease the situation for these families and give them a possibility to get through this rough time in their lives standing strong together we invited the whole Shared Service Center to contribute to the project of building a home! This home will be located near the biggest oncological center in Lithuania.Here the families will get medical care from pediatricians, pain specialists, medics,oncologists, but they will also have access to different art and music therapies. The aim with the home is to help families get better both physically and emotionally.

Transcom’s fund raising event was initiated together with fun activities for the whole department including snacks, fun videos remembering what we achieved in 2016 and what we are looking forward to in 2017. Also, we received many cheerful Christmas video greetings from our colleagues we work with daily from all over Europe, the Philippines and North America – really building a feeling of One Transcom! During this wonderful time of the year we are so happy to contribute to making good things happen.

SSC Charity campaig