My Transcom Experience

Onboarding programs at Transcom Serbia: breakfast meeting with the Country Manager

It is a fact that a company is only as good as its ability to retain its employees, and phenomenal visions are irrelevant without phenomenal people, right? It is up to the management and HR team to carry this responsibility on their shoulders, e.g. through various onboarding programs.

When it comes to new hires, there is no time for a second impression; if a new employee feels bad, in discord with the values and mission of the company, if he/she comes across chaos and unstructured processes, it is unlikely that they will form a favorable view of their new business environment.

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Why is it important to constantly improve onboarding programs? The answer is quite straightforward, if we just look at the statistics and the latest research on this topic:

  • 91% employees remain in the company when the organization has an efficient onboarding process;
  • 69% of new employees remain in the company for at least 3 years when the organization has a well-structured onboarding program.

(Source Aberdeen Group)

Although many companies refer to human resources as their most important asset, many organizations continue to invest only minimal efforts on onboarding. Bearing all this in mind, guided by the vision that human resources are not only part of the business, but the main drivers of the entire business, Transcom Serbia has decided to take additional step in this direction. A few months ago, as Country Manager of Transcom Serbia, I started to organize breakfast meetings for new employees. All those who became part of the Transcom team in the last months have been invited to share their first impressions of their new job with me.

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In a friendly atmosphere, new colleagues presented themselves in a completely informal and authentic way, exchanging first impressions about their work environment. After their introduction, I briefed them about the birth and growth of Transcom in Serbia, providing an overview of the company’s history. I conveyed the mission and vision of the company, and stressed the need for strong teamwork and team spirit as a key requirement for companies and individuals to succeed.

We can have the best strategy, but if we do not get feedback from the people who work with us, and have a will to improve things based on this, it is impossible for any strategy to take off.

Author: Arturo Fernandez

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Instant support around the clock

The millennials’ motto of “anytime, anywhere availability” is putting unprecedented demands on companies to deliver instant support around the clock. This means customer service companies need a new strategy to make sure those demands are met.

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The key is to be proactive rather than reactive, to deal with customers across digital channels, and to make maximum use of new automation tools that can ease the burden on human agents. E-commerce companies must have a clear strategy for how to use digital channels such as chat, instant messaging and social media. In more traditional sectors, voice is still an important channel. But the millennials who shop online prefer to engage with companies across digital channels rather than over the phone. This means we need to change our traditional approach – putting the right human agents in front of our clients – to a more technological and digitalized approach.

The global turnover for the e-commerce industry is expected to increase from the current EUR 2,520 billion to EUR 5,230 billion by 2020. This makes it an increasingly important sector for the customer care industry, but also one that poses unique challenges. Traditional retail businesses only needed to offer customer services during normal business hours, when their stores were open. But since online stores never close, a support team must be available around the clock. The only way to handle that on a reasonable budget is to define a best-in-place self-service capability with automated technologies such as virtual customer assistants and robotic process automation tools that can provide a first level of support without human intervention.

Services have to be available 24 hours a day, and if you only have human support, it’s very expensive and companies cannot afford it. So they need to find the right balance between human and digital interaction with their customers.

This means customers will interact increasingly with virtual agents in the future (automated services using artificial intelligence to answer simple and frequently asked questions), and proactive support will be offered when an error is detected.

Transcom is constantly working to find the best industry-specific ways of using these new technologies. We appreciate that the same technology will be used in different ways in the banking, e-commerce and telecom industries, for example.

Even though an increasing number of interactions will become automated as time goes by, the individual customer service agent will still play a crucial role, even for e-commerce companies. The difference is that they will manage more complex tasks, working across multiple channels in the future, instead of specializing in just one.

In the past, the agent concentrated on just one channel. But we are moving forward with the ‘smart agent’ who, with the digital revolution, will need to have skills to handle everything from voice to chat, to e-mail, to instant messaging. In some cases, this will mean offering them more sophisticated training in the technologies available, and we are currently testing ways of improving things like agent motivation, brand advocacy, gamification and new compensation models.

This article was originally published in Hello Transcom 2017

Author: massimiliano macchia

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Transcom selected to provide customer assistance for the new famil.care service

Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their everyday needs, and provide assistance in an emergency.

Why was the service created? According to a Doxa survey commissioned by famil.care, about 19 million people in Italy receive daily assistance from their families: 13.4 million over 65s (a figure that is expected to reach 22 million in 2050) and 5.2 million children from 7 to 15 years old. About 15 million people (mainly women between the ages of 45 and 50) provide daily assistance for family members. These caregivers share their time between home and work, trying to get on with their own lives while taking care of their loved ones.

What is the new famil.care platform? It’s an app that offers a very simple way to make sure loved ones are safe and sound at all times, even at a remote location, and to receive alerts if ageing parents or children find themselves in difficulty. All interactions and checks are channeled through the family’s smartphones, which are connected to a simple, discrete device that the elderly person or child wears at all times, with an emergency button for them to press if they need help.

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The famil.care service is already available in Italy, the UK, Germany and France. Transcom has been selected to provide the multilingual customer service to support famil.care users from the company’s Milan site. The service is managed over both voice and chat channels, with an integrated approach that uses a specially designed solution developed in its entirety by Transcom. While clearly technology-intensive, the service is harmonized by the human relationship established with specialist operators.

Every customer service project is special for the Transcom people who provide it, but when it comes to healthcare, as in this case, the human factor becomes even more important and the focus on quality is paramount across the entire team.

Author: Sytze Koopmans

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Transcom Centralizes Global Contact Center and Innovates for Omnichannel Service with Avaya

Innovation means investing resources in continuous service improvement; for Transcom this is both a mission and a basic need in the era of digital transformation.

That is why Transcom has introduced Avaya’s customer engagement solutions, equipping the company with the infrastructure needed to deliver advanced omnichannel functions and digital services.

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All Transcom’s 52 contact centers around the world are equipped with Avaya solutions. Our largest operation is in Europe, where Transcom’s data center in the Netherlands serves 40 locations and clients in 16 countries, handling calls in all European languages. This centralization brings greater scale and flexibility across all sites and makes it possible to satisfy our clients’ needs even more quickly. Today, Transcom’s operations are significantly streamlined with a centralized, highly redundant configuration that enables seamless support around the globe.

Read more about Transcom’s new global infrastructure and its intelligent, multichannel customer care solutions in the case study prepared by Avaya.

Author: Michael Weinreich

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My first day at Transcom

Reflections about People, Passion and Performance

Today is officially my first day at Transcom and I am proud and happy to be joining the team! I am always curious and since I could not wait to get started, I really enjoyed the opportunity to visit a number of Transcom offices in the last couple of weeks.

Meeting new colleagues and visiting different Transcom locations has been an amazing experience, and I would like to share some of the things I have learned thus far.

People

I have met inspiring Transcom people in Stockholm, Amsterdam, Groningen, Madrid, Milan and Denver. And I plan to visit many more Transcom locations in the coming months. It has been great to get to know the Transcom team and experience the positive energy and the constructive mindset.

I am impressed by my predecessor Johan Eriksson’s dedication to Transcom and his support to ensure a smooth transition of leadership to me. Likewise, Ulrik Englund has handled the transition of the CFO role very effectively. One of my first meetings at Transcom was the recruitment interview with our new CFO Leif Mårtensson, and I am happy that we could convince him to join the Transcom team.

This post would have been much longer if I had named each and everyone I have met during the last couple of weeks, but please be assured that I left our meetings even more motivated than I was going into them. Thanks to all of you!

Passion

To me, passion is one of the most important values in business as well as in private life. I am happy to say that I have already met many passionate advocates for global clients, innovation and best-in-class services in our Transcom team.

I’ve been thrilled to meet so many people who are truly passionate about Transcom and our industry. The high level of positive energy that people display towards Transcom and the possibilities in our industry really motivates me. It’s very important to me to create an environment in which each and everyone at Transcom is able to experience this passion and be able to contribute personally in a passionate way.

Performance

Hiring and retaining the best people, who are passionate about their work and creating value for clients, is the best foundation for top performance.

We need to perform at the highest level in order to serve our clients better than anybody else in the industry, and enable our clients to deliver the best possible service to their customers and clients. Only then do we deserve to be awarded with new business, allowing us to grow and finance the development of even better solutions for our clients. This is critical in order to remain competitive and relevant in a fast-changing marketplace.

Top performance requires hard work and doing things right. But doing the right things is just as important as doing things right. Continuously driving efficiency improvements is necessary, but innovation and growth are just as important to our continued success.

Thanks again for the warm welcome to Transcom!

Michael Weinreich, President & CEO

Author: Cheryll Aganda

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The Transcom Customer Experience Management Approach

Customer Experience is not Customer Satisfaction. It is a culture whereby an organization fully understands and commits to improving the Customer Journey. At Transcom, we believe that improving processes and creating value are fundamental to delivering an outstanding customer experience. Today, I’d like to highlight our Customer Journey Mapping service offering. This is a value-added service that we offer to our clients, and is also one of our top priorities for further innovation.

WHAT IS CUSTOMER JOURNEY MAPPING?
An analytical view that describes the journey of a customer, representing different key touch points that characterize his or her interaction and overall experience with both product and service.

WHY IS IT IMPORTANT?
Journey Mapping exposes all failure touch points that customers experience throughout their lifecycle. This activity allows us to understand and act upon the improvement steps that need to be taken, to ensure that the journey is not only seamless and effortless, but also enjoyable.

ENG OPERATIONS customer journey

A customer’s journey has multiple touch points. When any of these touch points begin to become less enjoyable or inconvenient, the entire experience can be deemed as dissatisfying, or at worst, a ’deal-breaker’, where customers decide to completely leave the path that leads to your products and services.

Customer Journey Mapping allows us to identify these moments of truth, i.e., specific instances that can generate absolute pain, create some inconvenience, and those that can ensure brand loyalty.

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Because this methodology serves to understand the “end-to-end” events in a customer’s life cycle, all phases or moments of truth that occur are analyzed, and evaluated.

This means that the journey mapping activities will not only focus on operational performance, but will include early life events, such as Lead Generation efforts within the organization – as these would depict the Zero Moment of Truth. All succeeding events or touch points will eventually lead to the Ultimate Moment of Truth, where we all want positive experiences to be shared and promoted, and negative experiences to be prevented.