My Transcom Experience

Author: Philip Sköld

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Transcom’s Virtual Agent solutions

As a specialist in customer experience, Transcom is constantly looking for new ways to help our clients improve customer satisfaction and increase loyalty. One of the key elements in doing so is to reduce the effort for a customer seeking support. Transcom has now made it even easier for our clients to complement their customer service team with virtual agents by developing tailored solutions. We do this by providing process advice, project management, implementation, operations handling and maintenance, partnering with some of the most distinguished technology providers in the space.

Rapid advances in artificial intelligence (AI) offer an exciting opportunity to take customer service and experience to the next level. Virtual agents are already working side-by-side with human agents, introducing new capabilities, increased flexibility, and more efficient contact handling. And these solutions will improve further with the growing maturity of machine learning and natural language processing.

Deployment of virtual agents in contact centers brings major benefits. Virtual Customer Assistant (VCA), today typically implemented as chat bots, provides autonomous support to your customers in selected channels across selected topics. The VCA’s will most likely migrate into voice channels, as well as reactively or proactively providing customers with relevant information using machine learning and predictive analytics, as the technology matures. Giving fast and easy access to the correct information will facilitate for customers seeking for answers on your website – which is often the customer’s first choice in seeking advice or help.

Virtual Agent Assistant (VAA) can help human agents extract the most relevant information from the knowledge base and proposes answers leading to an optimal outcome, allowing them to focus on quality in high value interactions and eliminate human errors in more transactional requests.

Giving the customer an effortless experience by clever deployment of virtual agents can have a huge effect on loyalty. Positive effects range from more flexible opening hours and lower response times, to more customized responses based on better leveraging of customer data and contextual information. However, companies deploying virtual agents typically experience several challenges. Lack of clarity and direction in the digital transformation agenda, uncertainty as to where and how to deploy, and concerns about the impact on brand reputation can potentially delay implementation and limit the benefits. To help overcome these challenges, Transcom provides solution tailored to the customer service environment and your specific needs. You can read more about our offering here, or contact us directly on virtualagents@transcom.com

Author: Juan Brun

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Transcom Spain certified as Top Employer Spain 2018

Transcom Spain is proud to announce that it has been officially certified by the Top Employers Institute for its exceptional employee offerings.

The annual international research undertaken by the Top Employers Institute recognizes leading employers around the world: those that provide excellent employee conditions, nurture and develop talent throughout all levels of the organisation, and which strive to continuously optimize employment practices. Transcom has been awarded the exclusive Top Employers España 2018 certification.

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Crucial to the Top Employers process is that participating companies must complete a stringent research process and meet the required high standard in order to achieve the certification. To further reinforce the validity of the process, all answers were independently audited, meaning this research has verified Transcom’s outstanding employee conditions and earned them a coveted spot among a choice group of certified Top Employers.

The Top Employers Institute assessed Transcom’s employee offerings on the following criteria:

  • Talent Strategy
  • Workforce Planning
  • On-boarding
  • Learning & Development
  • Performance Management
  • Leadership Development
  • Career & Succession Management
  • Compensation & Benefits
  • Culture

“The optimal conditions for employees ensure that they can be developed both personally and professionally. Our exhaustive analysis concludes that Transcom Spain offers an excellent work environment, and a wide variety of creative initiatives, from secondary benefits and working conditions to well-implemented performance management programs perfectly aligned with the company’s culture”, says Salvador Ibáñez, Country Manager of Top Employers Institute in Spain.

“We are proud to have received this certification that shows our capabilities to make our company an excellent place to work, promoting the development of our most valuable resources: our employees”, says Juan Brun, General Manager Transcom Spain & Portugal Cluster.

Author: Gianluca Gemma

The challenges of Customer Care in the Travel & Leisure industry

Providing customer assistance is always a delicate task, one that requires tact, empathy and skill in order to offer the right solution and strike up a rapport where necessary. The travel sector in particular throws up a range of potentially thorny customer care challenges: for example, a flight cancellation can ruin a long-planned, eagerly anticipated holiday, with the affected users understandably angry when they speak to an operator to get an explanation. The changing, unstable international panorama is another factor that can generate problems requiring quick solutions: events such as Brexit can alter the dynamics of a travel company, while terrorism is – sadly – another factor to take into account.

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All of these potential pitfalls require professionals to be as competent as they are empathetic. When customers are in difficulty, especially if they are abroad, it is vital that we are able to reassure them and explain what they need to do. It is this mix of interpersonal skills and technical expertise that constitutes the very foundation of Transcom’s customer care team, enabling us to provide practical answers in even the most unexpected situations.

With experience in the travel sector stretching back to 2009, Transcom has developed specific industry expertise over the years and became a partner of the Lastminute.com group in 2015. The organisation, which brings together a range of booking companies, interacts with over 43 million users per month, considering both searches and actual bookings.

However, added value is not just generated in moments of crisis like the ones we have mentioned here. It is the product of a constant, multi-level commitment to improving the Lastminute.com service for its customers and giving them a reason to keep turning to that particular booking company rather than others.

The first element is the quality of service offered by Transcom. We provide our services in a wide range of languages (13 in the case of Lastminute.com), covering 35 nations. The service is available 24 hours a day across a variety of channels, with telephone, email and chat support available to ensure users can get in contact in a way that suits them. Operators are highly trained and familiar with websites and Customer Reservation Systems (CRS) that use specific processing languages and thus require specialist knowledge. Finally, as a company Transcom has extensive experience in customer care, having been operating in the travel sector for the past eight years. It is this experience that enables the company to anticipate and respond to the needs of users and provide pre- and post-sales services such as suggesting car hire options in their destination.

The other side of Transcom’s role in its partnership with Lastminute.com is to propose solutions designed to optimise processes. With 14,000 daily transactions to process, it is vital that workflow is organised efficiently. In the field of process improvement, Transcom has proposed a web platform designed to automate back-office activities which were once done manually, thus enabling to us speed up operations and reduce errors.

The work undertaken by Transcom for Lastminute.com has resulted in an increase in the Customer Satisfaction Index (CSI) and saw the company awarded top prize for Customer Service Management in 2017 on the recommendation of a panel of Customer Management Multimedia Call Center (CMMC) experts.

But don’t just take our word for it! Hear from our clients here:

https://dreambroker.com/channel/flvx366a/cuu7yk4p

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.