My Transcom Experience

Playing it cool in the connected world

The latest Whirlpool refrigerator is far more than just a humble cold cabinet. It’s a smart device. So when the connection fails, and the frustrated customer starts calling, a Transcom customer service agent is there to help them – and their fridges – keep their cool.

Transcom became a strategic Whirlpool partner in 2014, when the global white goods giant acquired a controlling stake in Italian household appliance group Indesit. Transcom had provided Indesit with customer contact services since 2007: a coopera­tion that began with five European countries and quickly grew to cover 12. Today Transcom provides customer assistance services for Whirlpool in some 20 countries throughout EMEA, in 28 different languages. And there seems to be a great demand for these services. In EMEA alone, Transcom’s agents receive a staggering 10 million e-mails and calls from Whirlpool’s customers every year: or 30,000 a day.

In the first year of its partnership with Transcom, Whirlpool’s operating costs were optimized, mainly thanks to Whirlpool being able to whittle down the number of providers to just one thanks to Transcom’s multi-language services, located in just four contact centers. “This means I just have one number to call and one person to speak to if I have a problem now. It makes life so easy,” says Stefano Ballerini, Customer Service Manager EMEA at Whirlpool.

Whirlpool photo per articolo

“For every day that goes by, domestic appliances are getting smarter and smarter,” explains Ballerini “and they require a whole new level of customer service. The agents need to know everything about internet connections, routers and so forth to be able to deal effectively with this kind of reality,” he says, adding that, already today, his company relies a great deal on the Transcom agents’ knowledge to avoid real-life technician intervention and still keep Whirlpool’s customers happy and satisfied.

“Although the cost-savings are of course of great importance to the cooperation between Whirlpool and Transcom working so well, it is particularly Transcom’s flexibility, responsiveness and loyalty that I appreciate”, adds Ballerini. “When you walk into the customer assistance services center in Budapest, you feel like you’re in a Whirlpool center. Everything is Whirlpool branded and everyone is talking Whirlpool – to the point, in fact, that we gave the Transcom agents the same Christmas gifts we gave our own staff, because they really feel part of our team.”

“We are true partners,” Ballerini says. “We work together, we fight together and we always come out with a joint decision. This is so, so important.”

This is an abbreviated version of an article that appeared in the latest issue of the Hello Transcom magazine, written by Louise Nordström.

To read the complete article, please download the Hello Transcom magazine here.

Author: Agnese Cotardo

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Improved customer experience and reduced cost through speech analytics

Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of customer behaviors, potential revenue opportunities, as well as positive and negative aspects of service interactions.

Highly effective tools exist to perform this analysis and they are extremely interesting for companies like Transcom who regard customer care as their core business. There are many opportunities to improve customer satisfaction and Net Promoter Scores (NPS) through speech analytics. For example, a search on terms with negative implications can help identify detractors or potential detractors, as well as the reasons for poor customer satisfaction.

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Gartner, in its report “Getting Value From Speech Analytics in the Contact Center”, describes the most innovative aspects of a speech analytics tool:

  • Emotion detection: monitoring the words used and changes in tone of voice and volume reveals the emotional state of the customer and the operator.
  • Conversation analysis: separating the customer and operator sound tracks makes it possible to perform a detailed analysis of the progress of the conversation. Occurrences like a long pause in the conversation or speaking at the same time are flagged as potential interaction issues. Breaks in the conversation, for example, suggest that action should be taken to improve operator preparation, while speaking at the same time can point to a dissatisfied customer.

Through its LeonarDo 2.0.14 Research, Development and Consulting center and through our collaboration with third-party companies, Transcom can offer speech analytics solutions that allow our clients to:

  • Improve the Customer Experience;
  • Reduce operating costs;
  • Improve service quality;
  • Identify cross-selling and upselling opportunities;
  • Accelerate the generation of new business;
  • Reduce Customer Attrition.
Author: Stefan Pettersson

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Hello Transcom 2017

Today, we published our magazine Hello Transcom 2017, which features stories from around the company. In this issue, we focus on the effects of digitalization in our industry, and give some examples of how Transcom is responding together with our clients. You can access the magazine at the bottom of this post, or download it from here.

We recently also launched a special website, 2016.transcom.com, which replaces the traditional front section of the annual report. On this site, you will find information on our accomplishments in 2016 and focus areas going forward. We have also published our report on people & sustainability there. This year, we took an important step in further improving our sustainability reporting by publishing our first report in accordance with the GRI Standards (Core option) of the Global Reporting Initiative. We have started to report on a number of new KPIs, not least in our focus areas People Development and Equality & Diversity.

Transcom Italia wins Customer Relationship Management Award

Process innovation increases customer satisfaction and improves the operating efficiency of Lastminute.com services

Transcom Italia has been assigned the 2016 best Customer Relationship Management award by a panel of experts from the CMMC Club, the association for companies and service providers working in the client relations supply chain. For CMMC, the award is a way to promote businesses that stand out, in a particularly complicated period for the sector, for the excellence of the initiatives put in place to improve their organization, in terms of both financial results and the internal climate among associates, by developing partnership relationships and innovating customer relationship processes.

The reasons for the award

In 2016, Transcom identified several areas for optimization in the customer assistance processes of leading online travel operator Lastminute.com, for which it has been managing customer care activities since 2015, in a dozen or so languages. In partnership with Datachronic, a company that specializes in Robotic Process Automation (RPA) solutions to improve the efficiency of corporate procedures, Transcom has introduced several process automation measures for Lastminute.com services. A new web platform has been developed to automatically dispatch back office activities to the first agent available on the basis of the Client’s real priorities. The dispatching platform includes an integrated, user friendly web interface that provides real time checking of all the fields entered manually by the operator. In practice, it acts as an “Automatic Checker” for booking data, guaranteeing that the Lastminute.com system is aligned with airline websites, for example, across all stages in the booking process. If any discrepancies are detected, the system suggests corrections.

Last September, Lastminute.com also decided to introduce the “Transcom Quality Centre”, a system that collects and classifies all quality monitoring results to analyze the points of strength and areas for improvement of each project, team or individual operator. This proprietary Transcom solution provides a quick way to introduce continuous improvement measures, which are essential in such a dynamic and constantly evolving sector.

“All these Transcom’s initiatives have delivered tangible results, with even higher levels of customer satisfaction, more efficient contact management and reduced operating costs,” said Lastminute.com group Operations Manager Giorgio Bonafini. This award truly crowns our partnership.”

“We are extremely proud of this award and I would like to thank my team, our client Lastminute.com and Datachronic for their contributions to obtaining this acknowledgement,” said Transcom General Manager for Central and Southern Europe Gianluca Gemma. “At a time when there is much talk about technological innovation, virtualization and robotics applied to customer relations, we are convinced that operating efficiency can also be achieved through process innovation, by studying solutions to make the human relationship with end users more effective and improve the quality of our agents’ work.”

 

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

 

Author: Tessa Brink

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Transcom Netherlands wins Dutch Customer Contact Week for the 2nd year

For the second year in a row Transcom Netherlands has won the jury award of the Dutch Customer Contact Week (Nationale Klantcontactweek). The jury of the Nationale Klantcontactweek, which was all about ‘Limitless Energy,’ rated Transcom as best participant. All organizations were evaluated on a diversity of topics, including interaction with employees, organized activities, and insights into ongoing motivation of the customer contact specialists throughout the year.

During the Nationale Klantcontactweek, Transcom organized several daily interactive activities, bringing extra energy to the teams. Team members got a massage on Tuesday, went to Yoga class on Thursday, and jumped on the Blender-Bike that very same day. On the bike, Transcom’s customer contact specialist cycled their way to a healthy smoothie and lots of energy. Moreover, caterer Beijk provided a ‘Limitless Energy’ menu in the canteen. Transcom Netherlands’ Facebook page holds the week’s complete program.

“Transcom got a lot of points for their extensive and varied program, the creativity and the teams’ excitement,” says Marjolein Kleijwegt, jury member of the Nationale Klantcontactweek.

“During the jury’s visit, we experienced the enthusiasm and Limitless Energy of the employees, both in the organized activities as in their day-to-day jobs. That is why Transcom deserves this prize.”

Employee satisfaction
The employees’ satisfaction is very important to Transcom. Earlier this year, the Dutch employees rated Transcom with an 8.4 as an employer.

“In recent years, we have seen that happy employees serve the end consumer better. So by keeping the teams happy – which is already a fun exercise in itself – we also better help our customers. Not only do we do that during the Nationale Klantcontactweek, but throughout the entire year,” says Joop Evers, Managing Director Transcom Netherlands. “I am so proud of the teams and the enthusiasm they put in their everyday work.That is what got us this award for the second consecutive year.”

Most energetic employee
As part of the week, Transcom organized an election for the ‘Most Energetic Colleague.’ Tara Zwiers, HR employee at Transcom Netherlands, was the lucky and deserved winner. Multiple colleagues nominated Tara for the passion and devotion she puts into organizing all the Transcom events. Hats off to her Limitless Energy!

 

Dutch Customer Contact Week

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.