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Official opening of “LeonarDo 2.0.14” – a new research and innovation center for Customer Experience

In March, Transcom Italy presented its new Research and Innovation Center for Customer Experience to the press and the local authorities. The center is located in L’Aquila and set up jointly as a partnership with L’Aquila University and local contact center company Elleacall.

The LeonarDo 2.0.14 research project, which has been endorsed by the Italian Ministry of Economic Development, will span over three years, with the aim of developing - by October 2017 new process and new technological solutions that improve the services delivered by
contact centers to consumers and citizens, based on their Customer Experience.

Transcom Contact Center in L'Aquila

 “Innovation and the constant quest for excellence are two of Transcom’s fundamental business values and we invest in resources and skills to promote them” commented Roberto Boggio, Transcom Regional General Manager for Central and South Europe, during the inauguration.

 “The strategic agenda of L’Aquila University considers the institution to be an open social laboratory and, therefore, applied research projects conducted jointly with the business system form a fundamental part of our planning,” said Professor Paola Inverardi, Dean of L’Aquila University.“One of our objectives is to strengthen this network of collaborations, and the partnership with Transcom in the framework of the LeonarDo 2.0.14 project is perfectly aligned with this strategic vision: we are convinced that it will produce benefits in terms of technological capabilities at the service of local development.”

The center has been operational for a few months now and already employs 10 researchers; over the coming three years we aim to involve about 40 customer experience professionals in the project.

Leonardo lab and meeting room & event

Technological changes impose new interrelation processes between companies and clients. Network connections and the ever more widespread use of mobile communication devices (smartphones, tablets, notebooks, etc.) are radically changing not only how we acquire information, but also the interaction between people, between customers and businesses, and between the public and the institutions. From this perspective, the work of the Transcom’s research center in L’Aquila will focus on identifying new social and digital methodologies, using technology-based tools and innovative processes.

This VIDEO, (in Italian) by a local TV network, provides a summary of the event’s key messages.

Author: Anna Meijere

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Transcom certifies seven new Lean Six Sigma Champions

Hundreds of companies around the world use Lean or Six Sigma methodology for product and process improvement to achieve financial performance breakthrough and increase customer satisfaction.

Transcom is on this journey as well. Seven account managers for one of Transcom’s global clients recently attended a Lean Six Sigma Champion Training and Best Practice Workshop in Stockholm, Sweden.

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Our people truly are Transcom’s greatest asset and after completing the Champion session, these seven business professionals will use the acquired knowledge in Lean Six Sigma to identify projects and assist in project management and project goal completion.

Using their newly acquired skills provides almost limitless potential for projects that will transform Transcom. But in order to be successful, you need to prioritize the projects that can:

  1. Eliminate unnecessary variation
  2. Sustain greater productivity and profitability
  3. Increase customer experience.

The ambitions for the newly trained seven Champions are set high and they will work together with the country management to use and guide the Green Belt resources the most optimal way. First the projects will focus on process improvements in Transcom, however in a period of time there is potential to involve clients in order to eliminate defects even further.

Each of the participants evaluated the time as well spent to gain understanding of Lean Six Sigma principles, share practices and get rid of common myths, and left the workshop with a list of potential projects to start working on.

Customer service – a strong growth driver in e-commerce

In recent years e-commerce has reported staggering growth worldwide. In June 2014, Ecommerce Europe published its 2014 report on European e-commerce in the Business to Consumer (B2C) market for goods and services, offering an updated picture of the market size in Europe and the rest of the world.

According to the report, total turnover for e-commerce in the European market in 2013 was EUR 363 bn (+16% on 2012), a figure which is expected to grow to EUR 425 bn in 2014. The Asia-Pacific region is the global leader, with EUR 406 bn, while North America ranks third after Europe with EUR 334 bn.

Global 2013 b2c e-commerce data

Source: Ecommerce Europe Association

The biggest e-commerce markets in Europe are the UKGermany and France. Together these three countries make up more than 60 percent of the entire European market.

The fastest acceleration in recent years has been in Eastern Europe, with Russia rising by nearly 50 percent compared to last year.

In 2013, Italy reported sales of EUR 11 bn (+20% on 2012). Although, this figure is lower than in other European countries, the Italian market is regarded as one of the most promising, as demonstrated by the steep rise in the number of online buyers, which over the last three years has grown from 9 to 16 million.

Europe 2013 b2c e-commerce data

Source: Ecommerce Europe Association

In such a dynamic global context, competition is based on the ability to offer a simple and consistent buying experience across all touch points. Accessibility and continuity are the keywords for the modern consumer: the web, product comparisons and careful consideration of reviews are the starting point for all purchases. Nonetheless, many ‘e-shoppers’ want the option of human contact and demand quality, competence and availability.

This is where Customer Service plays a key role. By providing quick and consistent answers (by phone, chat services, social media and email) to questions about products, payments, delivery times and return procedures, Customer Service is transformed from a cost center into a profit driver by exploiting the true value of e-commerce: establishing a relationship with the buyer. But the solidity of relationships is put to the test when problems arise (delays, undelivered products or other unexpected events). And this is where Customer Service can show its mettle by restoring customers’ trust (and loyalty) through service that is consistently first class and integrated across multiple channels.

Transcom has long experience of working with leading brands that offer various goods and services online. For example, clothing, fashion accessories, consumer electronics, travel, financial services and online payments. During the years, we have used our expertise to become a global outsourcer specialized in the ‘e-customer experience’:

  • Innovation: We develop personalized customer care apps and automated self-care, automatic call-back solutions for our clients to improve the customer experience.
  • Multilingualism: By offering services in many different languages, Transcom has helped many of our clients to expand into new markets.
  • multichannel approach and social customer care: We have agents who are specialized in the delicate process of managing online customer service conversations (Facebook, Twitter, chat etc).
  • Flexibility: we can cater for seasonal peaks without compromising service quality, which is guaranteed by strict control procedures and ongoing training.
  • Sales orientation: by using  specialized teams and best practices tested worldwide, we know how to encourage retention and reacquisition, which translates into growth and value for the client.
  • This value is also generated by cost reductions resulting from the mix of onshoring, nearshoring and offshoring services offered by Transcom.

Our clients confirm that they have achieved results which are both important and measurable. As the experts’ estimates demonstrate, e-commerce has huge potential. In this increasingly global, mobile and connected world, Transcom serves digital companies in all sectors with one goal in common: to become a market leader within their industry.

Transcom Italy wins award for “Best contact center outsourcing partner in 2014”

The prestigious award was awarded on February 12 by a panel of experts appointed by the CMMC Club, an Italian association that brings together companies and professionals working in the customer experience management industry. The award, which can be thought of an Oscar in the contact center sector, is assigned by a panel of experts who choose the winners based on a ranking using specific parameters. This year’s award had a special focus on “innovation” and, naturally, on satisfying the needs of all the players involved, and customers and users of the service in particular.

The jury’s justification for awarding the prize to Transcom Italy mentions several winning aspects, including the outstanding innovation applied to one of Europe’s most complex and complete citizens care systems that handled over 22 million contacts in 2014  (read more about this client case here).

This contact center provides the public and businesses with pension, social assistance, healthcare, welfare and tax collection services on a multilingual basis. Staff efficiency benefits from the intensive use of knowledge management tools while our multichannel platform ensures increased service accessibility. Other significant winning factors include the standardization of the information and services delivered in multichannel mode and the traceability of interactions. Also taken into consideration was the number of job opportunities Transcom has generated in the Italian labor market.

As for the private sector, a special mention was made of Transcom’s operating model, developed at the contact center, which for the last five years has been used to manage the customers of a global online payments sector leader. The Italian team is recording exceptional customer satisfaction results through a model that empowers the frontline with this responsibility, while giving management a supporting role to play in facilitating the resolution of critical problems and improving the service offered.

I am very proud of this award and thank the entire management team and all the employees and collaborators of Transcom Italy who have worked to gain the company recognition as a market leader. Our strategic objective is now to replicate this “Made in Italy” model across the continent, to be able to offer highly innovative services to everyone living in Europe.

From the left side: Andreas Biondi (Italian Private Market Director), Emanuele Vitale (“LeonarDo Research & Innovation” Project Manager), Roberto Boggio (General Manager Central & South Europe) and Enrico Vivio (Italian Public Market Director).

From the left side: Andreas Biondi (Italian Private Market Director), Emanuele Vitale (“LeonarDo Research & Innovation” Project Manager), Roberto Boggio (General Manager Central & South Europe) and Enrico Vivio (Italian Public Market Director).

 

 

Author: Camilla Haugs Eilertsen

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Transcom Norway defines their business culture

A Business Culture project is being implemented throughout  Transcom Norway. We would like to take care of the parts of our culture that we think is right, and remove the parts that are wrong. We have to be clear on how we do things and why.

Culture is a key component in business and has an impact on management, decisions and all business functions from accounting to production. Business culture is related to behaviour, ethics, etiquette and more. A business culture will encompass as the organization’s values, visions, working style, beliefs and habits. A positive culture will contribute to a positive working environment. But if you have a negative culture, this will very quickly ruin a good workplace.

At Transcom Norway, we like to think of our business culture like “the way we do things around here”. The idea behind this project is to eliminate the parts of our business culture that does not work, and at the same time continue to strengthen and make the good business culture more visible. All leaders and the whole administration are included in this project. We are divided into different groups, all working on different parts of the business culture. Examples of themes that we are working on are;

  • Communication
  • Rituals
  • Leadership training
  • Recognition of new employees
  • Leaders as good role models

One of the things that are well rooted in our culture is our monthly happenings. These can be everything from a great Halloween party to serving ice cream to the agents. The most important thing about these happenings is that leaders and administration do something for the agents. We believe that this will help reducing the gorge between leaders/admin and agents and give the agents a boost of well-being and everyday-comfort. All of  this brings us a great business culture that increases ownership, customer satisfactory and revenue.

Collage Business Culture Transcom Norway

Author: Eimantas Liutkevicius

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Transcom Lithuania’s employer branding initiative awarded 2nd place in national HR competition

Every year the Lithuanian HR association invites companies to share their best practices for employee motivation, engagement and loyalty that create additional and add significant value to their business. This annual event is a great opportunity to gain insights in the practices that has proven to be successful in other companies as well as share to our own successes at Transcom Lithuania. But– it is also a friendly competition for companies that have developed successful and innovative ways to improve motivation and engagement

PVPA

This year Transcom Lithuania decided to participate in the contest and tell more about our own successful employer branding initiative that we call Quality Month.

Our Annual Quality Month is a great experience for every employee of Transcom that combines a fun and result driven environment with discussions about Transcom’s values. It is a great opportunity to feel the thrilling excitement of competing not only with your friends, but also with co-workers from other projects from all over the country, reaching a higher result. All these activities then culminate in the most popular event of the year –the Quality Month Cup, where each employee has the chance of winning first prize. The winner is usually selected via a vote of a committee made up from local management members.

The contest itself differs year by year and this year the theme of the Quality Month was “Transcom World”. We prepared a map with locations of all Transcom sites marked on it and each team was then randomly assigned a Transcom site. Every week teams received points according to how good they did on their KPI targets. Each week the teams also had additional assignments; to create their own contact centre logo, their own mission and vision, to make a regional analysis in terms of the regional call centre market, to prepare a proposal to a potential customer etc.

By using their earned points, the teams were able to buy areas of the world map, and “expand their base of clients” or market. The team that had most territory after a month won the campaign.

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Outstanding customer experience can only be achieved through engaged and highly motivated employees and Transcom’s Quality Month has a proven track record of getting it done. It is for these particular reasons that our Quality Month was awarded 2nd place in the Lithuanian HR association’s national Best Practice competition!

It’s a great pleasure to be noticed and awarded, but most of all we hope that our competitors learned something valuable from us as well, because we found their ideas and practices very useful and inspirational.  It is all about sharing, but it’s also great to deliver an employer branding initiative that is ranked so high!