My Transcom Experience

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Transcom successfully handles peak traffic in 11 countries for an international client

Flexibility, scalability and technology at our clients’ service

Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe. The communication campaign was expected to generate a peak in the number of calls in France, Spain, Portugal, the Netherlands, Belgium, Germany, Austria, Italy, Denmark, Norway, Sweden and Finland.

An international task force, coordinated from Italy, was set up and immediately went to work. The proposal didn’t take long to finalize, and involved various Transcom sites in six countries: Sweden, Germany, Italy, Tunisia, the Netherlands and Spain. The Transcom technology infrastructure is based on a centralized data center, making it possible to coordinate the management of customer care activities for 11 different markets, switch telephone calls to our sites throughout Europe and cover all the languages needed.

This innovative organizational model, based on flexibility, language skills, scalability and technology fully convinced and satisfied our client. In fact, the solution allowed rapid ramp-up and ramp-down times, thus enabling the company to optimize communication campaign timing in the target countries. Transcom implemented the centralized IVR platform for all markets and assembled the necessary resources in record time: in the space of just one week, over 200 agents were selected from those available in all the Transcom sites involved.

After special training, these customer care specialists provided consumers with instructions to guarantee the safety of each and every product by means of either technical adjustment or replacement. The project, which was initially planned to run for 10 weeks, is still underway and Transcom continues to work with the client to ensure the best possible assistance and contact experience for all its European users.

This emergency plan was seamlessly integrated with the regular customer assistance services we have been managing since August 2015 for the same client from our multilingual centers in Budapest, Danzica, Olsztyn and Porto, where our customer experience specialists guarantee the provision of a high-quality customer service to consumers in 20 countries: Germany, Poland, The Netherlands, Belgium, Norway, Czech Republic, Spain, Portugal, Hungary, Sweden, Denmark, Slovakia, Austria, Finland, Bulgaria, Greece, Croatia, France, Lithuania and Romania.

Author: Magdalena Szałaj

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Transcom adds new client in the white goods sector

Another white goods client was recently added to the Transcom portfolio. The Chinese multinational in question, a global leader in the consumer electronics and white goods sector, designs, develops, produces and markets many different items, including air-conditioners, smartphones, computers, microwave ovens, washing machines, refrigerators and TVs.

Various major brands in the consumer electronics and durable goods segments have already entrusted their customer care and technical assistance services to Transcom in various parts of the world. Our expertise in this specific sector was without a doubt a contributing factor to the decision made by our new client.

Currently, the Transcom team provides inbound and outbound support in nine languages: French, German, Italian, Spanish, English, Portuguese, Flemish, Dutch and Polish. The team provides assistance to end customers, stores and repair centers through various contact channels: telephone, email, live chat and also social media in some countries. Most of the team members work out of our Gdansk site (one of our leading multilanguage hubs), but a number of Transcom specialists have also been transferred to work in several of the Client’s European offices (in France, Italy, Spain and Germany), with a view to coordinating work and facilitating the sharing of information and know-how. The tasks assigned to them include the management of customer care services provided over the chat channel and through the client’s Facebook page.

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Virtual image of the showroom project devised for the client

Transcom has adopted an innovative approach in order to help its operators gain a perfect understanding of the products for which they are providing technical and commercial assistance. In a joint initiative with the client, Transcom has created a showroom for its team at the center of the operations area where customer care services are handled. This not only gives operators some firsthand experience of the various products during training, but also simplifies relations with users and makes the service more effective, because the products in question are right there next to their work stations.

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Operators at work in Gdansk and the showroom containing the client’s products behind them

Transcom is constantly working on new solutions, new processes and new approaches to offer its clients’ end customers the best possible experience. The showroom in the operating area and the transfer of Transcom personnel to several of the Client’s sites is giving a powerful boost to this important new partnership, which has looked set right from the outset to grow and be consolidated in the future.

Author: Anna Meijere

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Transcom reaches ​High Performance Benchmark target for Client Overall Satisfaction in 2015

Transcom regularly measures Client Satisfaction through online surveys. The surveys are based on COPC (Customer Operations Performance Center) principles, and quantify ​overall ​satisfaction and satisfaction with specific attributes (e.g. end-user/customer feedback management, account management, key support processes) across multiple entities and provide a total score for a client. All managers in the client organization who have business-related contacts with Transcom are invited to participate.

Transcom as a Telecom Client Customer Service Supplier reached the target of 80% Top 2 Boxes Overall Satisfaction (very satisfied and satisfied respondents, COPC High Performance Benchmark) for the first six months of 2015. For the second part of the year Transcom exceeded the benchmark even more and finished with 92% Top 2 Boxes Overall Satisfaction.

This is a notable milestone in the partnership. During the last few years both Transcom and the Client have upgraded several key customer related processes and key support processes to share responsibilities and ensure that each party specialize in the operational practices to support performance. The Overall Satisfaction level achieved demonstrates that Trancom has been successful in using structured change management while maintaining the focus on efficient and effective performance to provide both the Client and the Client’s customers with services that meet expectations.

Author: Daniel Illmann

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How video tutorials improve customer experience and cut costs

For the last five years, Transcom Germany has been working with a leading satellite navigation brand, offering first and second level technical assistance to drivers who buy a GPS unit. When they have trouble updating the software or other installation or usage issues, users contact our team of technical specialists at the Transcom site in Halle, Germany.

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One of the most highly appreciated features of the service is assistance offered through social media, as well as the adoption of dedicated self-service solutions. The most important example of this is the production of video tutorials, or short teaching films that guide users through all stages of using the software and hardware, from the simplest procedures to the most complex operations. The operator sends the user an email with a link to the video and provides assistance while the video tutorial on the problem in question is playing. During the contact session, the operator draws attention to the most important sections and answers any questions and doubts the customer may have. The videos can be viewed as many times as desired, from any mobile device or PC, without needing to re-contact customer service.

OPERATIONS video tutorial

Transcom made the first video tutorial for this project in 2011 (view it here) and our client company has posted it on YouTube, where it has been viewed more than 60,000 times. So far thirty or so video tutorials have been made, some exclusively for assistance staff training purposes.

We asked Transcom Halle Call Center Manager Hans-Rainer Michels to explain how this initiative came into being:

“A few months after the project launch, our client said that they needed to identify operating methods and tools to cut customer contact costs. Transcom proposed making simple, clear video guides, which can easily be viewed by users on their own. Our client liked the idea and particularly the spirit of collaboration and value creation that characterises the partnership with Transcom. The production of this tutorial has reduced the number of calls to the call center (and therefore cut costs), at the same time as improving users’ customer experience.“

How exactly does it work? How does a video tutorial start life?

Michels continues:

“The team dedicated to the project analyses the questions most frequently asked by drivers and the issues they raise and agrees with the client which subjects to produce teaching videos on. All the tutorials are produced at our Halle site using suitable software and then submitted to the client, who provides feedback in the form of additions or changes, before it is posted online”.

Author: Rebecca Fretwell

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Innovation and product knowledge key factors when Transcom UK wins government contract

Our Leeds site has enjoyed a successful partnership directly with the primary loan provider for further education in the UK for five years. During 2014 the UK Government created a new outsourcing model (Debt Market Integrator) that controls the placement of Government owned debts. A leading UK panel management company for debt solutions was awarded the contract via a protracted tender process and became the supplier of choice for the Government in terms of outsourcing functions and control for the DMI.

The subsequent tender process for inclusion on the panel for outsourcing opportunities allowed Transcom UK to reveal our already successful, tried, tested and proven strategies and to agree commercials that would allow for the relationship to continue. In December 2014, it was announced that Transcom had been retained as a partner for the client.

Innovation was a key factor in our success; dialogue between the client and the broker had clearly referenced Transcom’s flexibility and adaptability to provide a service which demonstrated recognition of the client’s needs and our unsurpassed product knowledge. The innovation reflected actions taken in July of last year as we recognized the need for ‘out of the box’ thinking to increase revenue streams for the client and for our business.

The customer base of this client comprises a blend of students who attended University in the UK but are registered as living overseas, as well as those who are registered as living in the UK. A large proportion of the work we undertake is located in Australia, New Zealand and the West Coast of America where extreme time zone differences exist. We initially created a trial of 6am opening to capitalize on the Australian customers which has resulted in uplifting average cash collections for the client.  The trial was then extended to include opening hours to 3am to capitalize on the West Coast of America which has continued to strengthen our collections and the client relationship. In October we were awarded 100% allocation based on our success.

Let’s extend our congratulations and thanks to the dedicated team who embraced the changes and delivered some truly amazing results.

Transcom Poland’s services supports sales growth for a global bank

Transcom Poland works for a leading bank with about 200 million customer accounts and operations in over 160 countries and jurisdictions. It provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services and wealth management. The bank combines experience in Polish banking tradition with a modern finance model and for the last few years it has been an undisputed market leader.

In 2013, Transcom was selected to be the bank’s strategic sales support partner. The goal with the partnership was to help the company enhance business performance by improving sales solutions and innovating new sales approach.

Transcom did actually exceed these expectations. We are specialized in selling banking products by phone, which is an extremely challenging task to perform in compliance with the strict formal and legal requirements applied to this process. Transcom also provides the most effective tools and solutions to carefully manage the delicate back office processes.

OPERATIONS Polish bank

Today our client acknowledges that Transcom has achieved two strategic goals, which have had a direct, positive impact on their business performance:
• building and developing a new telesales channel
• increasing the banking product sales rate

In 2014, our client’s credit card sales rose by 30%, which was largely the merit of Transcom. Moreover, our dedicated team maintains a constant focus on service quality to ensure that the bank’s customers receive the best possible customer experience, transforming the customers to valuable brand ambassadors.

Pile of credit cards, narrow focus.

It is no coincidence that Transcom received several awards and public acknowledgments from the client in 2014.

Transcom Gdansk began this outbound sales activity late in 2013 with ten agents and during 2014 our team grew to 65 agents. In September, we decided to duplicate the team in our other Polish site in Olsztyn, where we started with 15 agents and now have 30. Today one hundred people are working on this project and we expect the team to grow still further.

We are confident that Transcom will continue to support the bank’s sales growth with important achievements and that our partnership will grow stronger and stronger, in a spirit of mutual satisfaction and continued trust.