My Transcom Experience

Author: Gianluca Gemma

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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.

 

Author: Alina Andriatyte

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A new way for internal communication – Lunch & Learn

Internal communication specialists and HR professionals are given a difficult task – to communicate news to employees in such a way that it is noticed. Internal communication always has to compete with letters from managers and colleagues, phone calls, not to mention deadlines and simple routine tasks. That is why we need to come up with innovative ways to reach employees. One of these: sharing news and experiences during lunch time.

We all agree that employees, who are well informed about their company’s culture, working principles and the tasks carried out by their colleagues, can more easily envision how to progress on their own career path. Rūta Mikalauskienė, Training and Quality Manager at Transcom Lithuania, says that employees these days  are increasingly interested in carrier opportunities. But small bits of information are simply not sufficient for them anymore. People want to hear what their colleagues in different positions are doing. And more important is that they want to hear the first-hand. It helps employees to understand what kind of functions they would be able to carry out in their organization in future. Most employees will prefer climbing the career ladder whilst remaining loyal to their company as it is simpler for them to seek an internal position by making a career switch than changing employer. Both sides – employee and organization – win.

A couple of years ago Human Resources team in Lithuania noticed that simple communication regarding internal career opportunities is not enough for employees. That’s why “Lunch & Learn” initiative was started.

Lunch&Learn session in Lithuania

Lunch&Learn session in Lithuania

Every second month up to 20 employees gather during lunch and speak to the managers from different functional departments. Each time one manager tells more about his/her department, daily tasks, challenges, skills required for position, etc. Friday lunches with managers are carried as open discussion. Employees usually have a lot of questions to ask and they actively participate in it. Every time discussion is different and the subject is determined by the participating employees. Sometimes employees are mostly interested in manager’s workday, how he/she copes with stressful situations and how he/she acts on those days when all plans collapse due to unforeseen circumstances. In other cases they are interested in the path that led managers to their position. Furthermore employees often submit valuable offers on how to make processes more effective, avoid possible obstacles and encourage the inter-communication between different departments. There are times when two hours for the meeting are simply not enough – the discussions then continue even after lunch has finished.

Lunch&Learn session in Lithuania

Lunch&Learn session in Lithuania

These “Lunch & Learn” gatherings have now become so popular that great effort has to be made in order to be able to welcome all the people who want to attend. Initiative received support of employees because it gave them a possibility to directly interact with people who work in areas unfamiliar to them and can share personal stories.

It is apparent that next to ordinary channels of internal communication – intranet, company’s social media accounts or career pages – non-traditional means of communication must take place.

Author: Matteo Ferrari

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A world leader in the logistics sector entrusts its customer service to Transcom

In 2017, Transcom embarked upon an important partnership with one of the largest businesses in the postal and logistics sector, present in 220 countries across the globe and with a workforce exceeding 350,000 employees.

For this Client, Transcom currently manages customer service for the German market. The services are provided from the Belgrade facility, one of our multilingual hubs able to offer agents with near-native language proficiency.

Transcom was selected after successfully managing a test project for six months: it was the prime-quality language skills, together with the excellent level of the services provided, that persuaded the Company to sign the contract. The agreement currently covers the management of the voice channel for the German market, but the Client is examining further proposals to extend the service to other European markets (making full use of the multi-lingual skills the Belgrade contact centre is able to offer) and to cover non-voice channels (email, chat, etc.). During these first few months of the agreement, the Client has already had the opportunity to verify that Transcom’s rightshoring proposal is able to guarantee a winning price-quality ratio, in which the quality of the domestic market is offered at the competitive price made possible by a nearshore contact centre.

Logistica

For the same Client, we are currently providing – from the multilingual centre in Gdansk (Poland) – another highly innovative service aimed at the German market: Video Identity Verification. July 1st saw the entry into force in Germany of an anti-terrorism law that requires consumers to prove their identity in order to purchase a number of products, such as telephone cards. Consumers may do so in person, in the points of sale, or digitally, via computer or app, through a Video Chat platform belonging to our Client. Our specialized agents in the Gdansk contact centre take a photo of the consumer, with the aid of a webcam, and use the video identification procedure to securely verify their documents and identity.

Although newly born, the partnership with this important Client appears more than likely to evolve into a lasting relationship thanks also to another distinguishing factor: Transcom is able to boast lengthy experience in the logistics industry, with important international brands in a variety of countries among its most faithful clients. This expertise gives us access to the best practices developed and consolidated in our contact centres all over the world, allowing us to suggest continuous improvements for each client and at every stage of customer care in the sector.