Flexibility, scalability and technology at our clients’ service
Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe. The communication campaign was expected to generate a peak in the number of calls in France, Spain, Portugal, the Netherlands, Belgium, Germany, Austria, Italy, Denmark, Norway, Sweden and Finland.
An international task force, coordinated from Italy, was set up and immediately went to work. The proposal didn’t take long to finalize, and involved various Transcom sites in six countries: Sweden, Germany, Italy, Tunisia, the Netherlands and Spain. The Transcom technology infrastructure is based on a centralized data center, making it possible to coordinate the management of customer care activities for 11 different markets, switch telephone calls to our sites throughout Europe and cover all the languages needed.
This innovative organizational model, based on flexibility, language skills, scalability and technology fully convinced and satisfied our client. In fact, the solution allowed rapid ramp-up and ramp-down times, thus enabling the company to optimize communication campaign timing in the target countries. Transcom implemented the centralized IVR platform for all markets and assembled the necessary resources in record time: in the space of just one week, over 200 agents were selected from those available in all the Transcom sites involved.
After special training, these customer care specialists provided consumers with instructions to guarantee the safety of each and every product by means of either technical adjustment or replacement. The project, which was initially planned to run for 10 weeks, is still underway and Transcom continues to work with the client to ensure the best possible assistance and contact experience for all its European users.
This emergency plan was seamlessly integrated with the regular customer assistance services we have been managing since August 2015 for the same client from our multilingual centers in Budapest, Danzica, Olsztyn and Porto, where our customer experience specialists guarantee the provision of a high-quality customer service to consumers in 20 countries: Germany, Poland, The Netherlands, Belgium, Norway, Czech Republic, Spain, Portugal, Hungary, Sweden, Denmark, Slovakia, Austria, Finland, Bulgaria, Greece, Croatia, France, Lithuania and Romania.
“It’s never too late for an old dog to learn new tricks… as long as the dog is willing to learn.”
Being 46 years old, this saying perfectly resonates to Theresa Ordiales who shares her inspiring story of growing and learning as she celebrates her ninth anniversary with Transcom Philippines.
Words by Theresa Ordiales.
I think I’m already a bit “over the hill.” But just because I’m old doesn’t mean I should stop learning and doing the things I love. I’m about to celebrate my ninth anniversary with Transcom and I’m proud to say that I have watched the company bloom and grow like how a parent would witness her children grow up and mature.
My life has truly never been the same since I joined the company in 2007. At first, I only considered entering the BPO industry for the sake of paying the bills. I never realized that it will lead to the establishment of my career and the rebirth of my self-esteem.
I was 37 years old then, and just like everyone else, I started taking calls with a handful of jitters and apprehensions. It was like all the negative vibes rolled into one. Fortunately, after the heart-pounding first call, I was able to get a hang of it, and the rest is history.
I never knew I had the confidence to do customer service – talking to customers, addressing their inquiries, explaining theirs bills, and ultimately resolving their issues. I started as an agent in 2007, got promoted as a trainer in 2012, and transitioned as an Organizational Development trainer in April this year. It’s safe to say that Transcom has transformed me and helped me not only discover, but also harness my skills.
I also had my fair share of uncertainties, humiliation, disappointments, and triumphs, but they didn’t stop me from achieving my goals. In fact, they motivated me, because I knew that there is always room for improvement, and I had the power to work for it.
The opportunity given to me by Transcom became my life. Never in my wildest imagination have I thought to stay in one company for nine years. I guess Transcom has truly captivated me.
Now in my new role as a trainer under the Organizational Development Team, I am still learning from my peers and mentors – regardless of age.
And with that, I can say that I am aging gracefully….in Transcom.
The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead. Hotel room doors you open with your smartphone, without needing to collect the key from front desk.
All market analysts and observers are forecasting exponential growth for the Internet of Things. Intel has analyzed the IoT scenario, reporting that 15 billion objects were connected to the internet in 2015 and estimating that this figure will reach 200 billion devices in 2020.
We are therefore witnessing the birth of a new frontier for the interconnection between people’s physical lives and digital worlds. It isn’t hard to imagine that the Internet of Things will have a strong and lasting impact on various industrial sectors, as well as on our everyday lives. This connectivity looks set to change the operating model applied by contact centers and revolutionize forever what is increasingly a digital customer experience.
A new model of customer care
If this trend continues, there will be a revolution in customer care activities too in the years ahead. With the Leonardo 2.0.14 innovation lab, Transcom is setting its sights on the future, by analyzing opportunities and empowering technology to create advanced contact center solutions and perfect the customer experience in the era of the Internet of Things.
As an example, the research lab is now focusing its attention on the new devices we can use to connect with contact centers. The telephone is no longer the only contact channel, but also cars, refrigerators, televisions, alarm clocks, shoes, keys, the washing machine… Another area of analysis is the transition from classic customer care to “proactive” assistance, in which smart objects use the data they continuously share to notify operating malfunctions by themselves and trigger operator calls to the owner. If our shoes realize we’re running too much for our profile, the contact center makes a proactive call to tell us to take a break. If the alarm rings early because there’s heavy traffic, we can activate the contact center to book a taxi, which calls us back on our mobile phone. If the washing machine breaks down, it can activate a call to the technical assistance service, which performs tests and then calls us back to help troubleshoot the issue. If our car moves but we aren’t in it, the contact center warns us, helps us activate the alarm systems and provides support.
The customer care operator can therefore display all pertinent information about the product requiring support, analyzing it and providing remote assistance like a doctor reading a patient’s clinical records. Likewise, the operator can display the geographical location of the customer or product, in such a way as to provide logistics and delivery support, as well as the time and place of arrival of the customer and the product/service at their destination. Last, but by no means least, the operator will also have access to information about the customer’s preferences and habits, and so be able to offer targeted product/service support that is aligned with expectations and areas of interest.
All told, the Internet of Things really does seem to be one of the most important and promising of recent developments, increasing the quality of life for all of us in ways that are hard to predict.
Transcom has been awarded, once again, in one of the most prestigious customer care galas in Spain: CRC Oro Awards.
The company was recognized with the CRC Gold Award for Best Collection Services, for the service provided to one of the first banks in the country and the Special CRC Gold Award for Best Quality Management.
We are very happy to have won again. It is the third consecutive year we receive the Best Quality Management Award, which shows the maturity of our Total Quality Management System and the excellence in the quality of our services. In addition to this, it is an honor to achieve, for the third time also, the award for Best Collection Services, and to prove that our team’s effort is valued and recognized by our clients.
These awards, which celebrate its 18th edition this year, recognize the work of the best companies that look for the professionalism and excellence of the Customer Care. They are organized by the AEERC (Spanish Association of Experts in Customer Contact Centers), IFAES (International Faculty for Executives) and IZO.
They are based on a consolidated and objective methodology focused on a rigorous audit process and the Voice of the Client, rewarding both the operational management of services such as client recommendation.
The awards ceremony was held during the Expo Relación Cliente fair, in Santiago Bernabéu Stadium in Madrid.
Transcom is very proud to announce that it has achieved certification to the COPC Outsource Service Provider (OSP) Standard, Version 5.2, for its contact centers in Groningen (Netherlands) and Rostock (Germany).
The contact centers in Groningen and Rostock are the first sites within Transcom be certified to the COPC OSP Standard. The certification proves that Transcom is able to deliver outstanding customer services, with the focus on customer satisfaction, cost reduction and employee satisfaction that conform to the highest international standards and which have met operational targets, business and client objectives.
The COPC OSP Standard is a comprehensive and integrated performance management system for customer-centric service operations and is the original standard in the COPC® Family of Standards. Created in 1996, the COPC OSP Standard remains the most prestigious and widely recognized certification program for operating and managing a high-performance customer contact center.
“We are extremely proud of this achievement in both of our sites. Delivering the perfect customer experience has always been our focus. Moreover, following the COPC OSP Standard guidelines has optimized our performance and gave us a clear direction in executing new projects and in achieving growth or change at our centers. The team has proven that we are able to deliver an outstanding customer experience by making sure our interactions meet high quality standards,”says Lars van der Las, Global Operations Manager for Transcom.
The COPC CSP Standard is considered the global benchmark for excellence within the contact center industry, and achieving the certification demonstrates high level of operational and service excellence maintained consistently.