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Author: Cristina Martinez

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Transcom Spain obtains ISO 18295 quality certification for Contact Center services

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AENOR grants this specific certification to one of Transcom’s services. Transcom is the first company in Spain to obtain the certificate according to the new international standard ISO 18295.

From left to right: Alberto Martínez, Commercial Director and Client Service Manager in Transcom; Cristina Martínez, Business Improvement Director and Head of Operational Excellence in Transcom; Rosa Ginesta, Business Manager in Transcom and Mónica Martínez, Operations Manager in Transcom

From left to right: Alberto Martínez, Commercial Director and Client Service Manager in Transcom; Cristina Martínez, Business Improvement Director and Head of Operational Excellence in Transcom; Rosa Ginesta, Business Manager in Transcom and Mónica Martínez, Operations Manager in Transcom

Transcom received the quality certification from AENOR for one of the main services delivered to an important client in the financial sector. Transcom is the first company in Spain to obtain the AENOR certification in accordance with the new international standard ISO 18295.

ISO 18295-1:2017, with the full title “Customer contact centres – Part 1: Requirements for customer contact centres“, is an international quality standard dedicated to the contact center industry, recently developed by the International Organization for Standardization (ISO).

Obtaining the certificate guarantees that the services offered in the contact center meet high quality requirements, aiming to to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

The granting of the certificate took place at the AENOR headquarters in Madrid. Transcom is proud to receive this quality certification in Spain from AENOR. It is a recognition of our efforts to reach the highest quality levels in our services on a daily basis.

Manuel Romero, Director of Sectorial Marketing of AENOR, says: “Our certification for Customer Contact Center Services pursues the quality of management and services provided in order to achieve the satisfaction of the end customer. In this sense, Transcom is a clear example and benchmark in the sector in its commitment to quality, as well as a pioneering entity “.

Author: Frank van Vels

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Transcom’s contact centers in the Netherlands and Germany achieves COPC Certification

Transcom is very proud to announce that it has achieved certification to the COPC Outsource Service Provider (OSP) Standard, Version 5.2, for its contact centers in Groningen (Netherlands) and Rostock (Germany).

The contact centers in Groningen and Rostock are the first sites within Transcom be certified to the COPC OSP Standard. The certification proves that Transcom is able to deliver outstanding customer services, with the focus on customer satisfaction, cost reduction and employee satisfaction that conform to the highest international standards and which have met operational targets, business and client objectives.

The COPC OSP Standard is a comprehensive and integrated performance management system for customer-centric service operations and is the original standard in the COPC® Family of Standards. Created in 1996, the COPC OSP Standard remains the most prestigious and widely recognized certification program for operating and managing a high-performance customer contact center.

“We are extremely proud of this achievement in both of our sites. Delivering the perfect customer experience has always been our focus. Moreover, following the COPC OSP Standard guidelines has optimized our performance and gave us a clear direction in executing new projects and in achieving growth or change at our centers. The team has proven that we are able to deliver an outstanding customer experience by making sure our interactions meet high quality standards,”says Lars van der Las, Global Operations Manager for Transcom.

The COPC CSP Standard is considered the global benchmark for excellence within the contact center industry, and achieving the certification demonstrates high level of operational and service excellence maintained consistently.

From left to right: Lars van der Las, Global Operations Manager, Christian Hulthén General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

From left to right: Lars van der Las, Global Operations Manager, Christian Hultén, General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

 

Author: Alejandro Menjura

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Transcom Lima is the first Latin American contact center to receive Quality Certification UNE-EN 15838

AENOR has awarded our site in Lima, Peru, with the quality certification for customer contact centers according to UNE-EN 15838, a model for quality management and performance in all aspects of the contact center industry.

Transcom’s site in Lima is the first contact center in Latin America to obtain this European certification.

So, on October 14, in a private ceremony at the premises of AENOR in San Isidro and accompanied by Isabel Sánchez-Lozano, General Manager of Transcom’s Iberia and Latin America region, I received the diploma accreditation from Pedro Fernández García, Director of AENOR Peru.

Receiving the UNE-EN 15838 accreditation for Transcom Lima

In his words, Pedro Fernandez stated that “Customer care is a key element in business, affecting the perceived product or service quality as well as corporate reputation, so it must be managed effectively and efficiently. This can only be done through comprehensive quality management systems, like the ones  Transcom uses.”

We are proud to receive this certification, which confirms our commitment to providing quality service to our customers globally. Our Lima site is the third Transcom center to receive this certification, after our centers in Pozuelo and León, in Spain.