My Transcom Experience

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Author: Aldo Defusco

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Transcom expands services in the Middle East and North Africa

Transcom Tunis recently started a new customer care service to support the Arabic market for one of our major clients, a global leader in online payments with over 152 million accounts worldwide.

Our Tunisian colleagues, the so called “MENA Team” provides customer service in three main languages; Arabic, French and English to 32 different countries in the Middle East, North Africa and the sub-Saharan region. These regions represent a high-potential market where our client is expecting to grow considerably. Transcom has been chosen as a partner to provide the best customer care solution to foster this growth.

Our client operates in 203 countries and processes 9.3 million payments in 100 different currencies every day for their customers around the world. Transcom has partnered with this company since 2008, providing high-quality customer service seven days a week.

In 2014, Transcom’s sites in Lecce (Italy) and Tunis supported increased volumes in both the Italian and French markets, providing effective solutions to cope with fast ramp-up in terms of logistics, networking, recruitment, and training.

Despite the rapid growth, Transcom has continually achieved its brand promise i.e. offering an “Outstanding Customer Experience”, as our Italian services recently received the highest customer satisfaction scores within the client’s global market. The same quality level will soon be enjoyed by the Arabic countries too, where our client’s customers so far have been served in English only. The extended service by Transcom allows the client to provide its customers with high-quality assistance also in Arabic and French, which are the preferred languages in this region.

The initial feedback from end-customers already confirms how appreciated the new multi-language service is:

Blog article by Aldo De Fusco_01 (2)

Congratulations and big thanks to the whole Tunisian team for their strong commitment and passion!

 Blog article by Aldo De Fusco_02 (2)

Author: Christer Karlsson

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How Transcom Sweden developed a successful chat service for one of the largest mobile telecommunications providers in Europe

Transcom’s client is one of the largest mobile telecommunications providers in Europe and we have provided customer care services and support for this company for ten years. Our client offers mobile voice messaging and handset data, mobile broadband, business to business, fixed voice and broadband and machine to machine services.  We deliver customer service to the client’s customers in several European markets.

As each market has its own characteristics, communication channels and volumes vary from country to country. In order to meet the rapidly growing demand for non-voice services, we currently use chat as a customer care channel for this particular client in two countries.

 

Chat

 

Since 2010 the partnership with Transcom is based on the principles of COPC (a global performance management system for the customer service industry) and we use this standard to measure and manage Customer Satisfaction through improved quality and service.

As both Transcom and our client focus on delivering outstanding customer experience, it was mutually agreed that the End User Feedback Overall Satisfaction (OSAT) target from October 2013 would be 85% (COPC High Performing Benchmark). End User (EU) Feedback measurements started in the middle of 2009. Each survey starts with an overall satisfaction question. The measurement is collected mostly after the call for voice contacts. For non-voice contacts, data is collected using a web survey.

Prior to 2012, the chat channel in Sweden consisted of a few agents. During the summer of 2012 a decision was made to increase the volume and extensive marketing of this channel and several “traffic shaping” activities started. By then, both our client as well as our team were quite inexperienced with the chat channel and what to expect when volumes increased. Therefore we spent a lot of time discussing the following issues:

  • How to manage customer expectations through chat?
  • What reports were needed?
  • How to do accurate forecasting?
  • How should we properly train agents?

Through an extensive partnership with the client, and by using the expertise from other Transcom customer experience specialist around the world, we have managed to turn the channel into a great experience both from an agent, client as well as a customer perspective.

Today, we have 90 agents in Sweden exclusively trained to deliver non-voice services for our client. Each month, the team handles approximately 35 000 customer interactions and spend 12,000 hours to service this channel. In average, an agent communicates with 2-2.5 customers at the same time.

During the second quarter of 2014, the EU Feedback result exceeded COPC High Performing Benchmark with an average of 87% and the chat service is now our best performing channel!

With the experience we have gained during the last two years, Transcom Sweden is well-prepared to maintain the levels achieved, monitor, improve and innovate this non-voice service for our client in order to meet the growing demand from customers who prefer to use chat and social media to communicate.

How to transform an inbound support service from a cost into a profit generator

About 18 months ago, one of our clients launched a new inbound service, designed to handle technical support. As in most of the support services we handle for this client, this project included no profitable activity.

But Transcom’s extensive experience in developing and launching sales services within a short timeline allowed us, after four months of starting the initial project, to begin working together in analyzing the service cost from our partner’s point of view. We started to check all possible new activities that could generate profit and contributing to improving our client’s cost effectiveness.

The defined path to achieve our new common goal resulted in a total re-organization of the technical support service; adding to each call an Up Selling and Cross Selling part, offering  new high value products and maintenance insurances.

Thanks to this initiative, our client reduced the original cost for the support service line by adding direct revenue, generated by the new sales service.

Still, we had to maintain and even increase the positive focus of the team that just had a selling task added, which we managed with the distribution of incentives offered, in a regular basis, by Transcom and our partner, always in a “special offer moment”:

Transcom Portugal distributing incentives

 

And it won’t stop! Being Transcom, and following a Continuous Improvement strategy means that we are already working on the next level…

Author: Magdalena Derek

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Transcom Germany’s expertise contributed to keeping client’s customer satisfaction at top levels for 16 months

One of Europe’s fastest growing telecom operators has been a client at Transcom for more than ten years. We serve this client in several European markets, each of which has its own characteristics. Over the years, the telecom operator has undergone a transformation to become a mobile service provider. Since 2010, the partnership with Transcom has been based on the principles of COPC, with the goal of improving customer satisfaction by offering better quality and service.

Since January 2013, Transcom Germany has achieved and in certain months exceeded our client’s End User Overall Satisfaction target of 85% .

OPERATIONS Tele2 Germany team

Key success factors for maintaining customer satisfaction at top levels for 16 months

  • Client focus on areas identified by End Users as unsatisfactory are modified to improve satisfaction
  • A change in the mindset of middle managers and team leaders who have now become customer satisfaction management experts
  • Agent soft skill training (i.e. how to “sell” bad news in the best possible way
  • Regular individual coaching for agents

In the light of the positive results achieved and the experience gained, Transcom Germany is in a good position to maintain the levels it has achieved by monitoring and improving all underlying client support factors, ensuring that our team continues to receive high satisfaction ratings from our client’s customers.

Author: Przemyslaw Wlodarczyk

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Transcom Poland expands the financial services team

As a result of our employees’ customer experience expertise and heavy work, one of our clients, a leading bank in Poland has chosen to extend its cooperation with Transcom Worldwide Poland. Our financial services team will be broadened by 25 specialists focused on selling financial products.

When we started the cooperation with the bank in May last year the team consisted of eight outbound specialists, one year later we have 50 specialists working with this client.

We have identified two key success factors that contributed to the expansion of the project.

First, as the team delivered high quality and met the client’s targets from day one, our client trusted Transcom not only to sell their service to new prospects, but also to their current customers.

The second success factor is the great relationship we have with the bank, which allow us to become not only supplier but a true business partner.

“Transcom’s team presents the highest motivation, creativity and positive approach to new challenges and successfully solve arising problems. As a client, we can always count on their support, suggestions and good communication. That allows us to continuously expand our cooperation.” – said client representative.

Transcom_team

The Transcom financial services team in Poland celebrating the project’s first birthday.

Author: Giovanni De Santis

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Innovative solution developed by Transcom improved customer experience for a global pharmaceutical company

One of our clients is a well-known international pharmaceutical company that always has had very high demands regarding the quality of their customer care service. Early in 2013, they asked Transcom if we could help them excel in their customer service even further. The assignment was to develop an innovative solution that would provide a more personalized and caring service, and at the same time improve and enrich the client’s database with new information. What the client needed was a CRM system that not only acted as a repository for contact information, but that also could identify incoming calls.

Transcom customized a solution for the client and our system has improved both the customer experience as well as handling times. Every call is now immediately identified by the system, which automatically extracts up-to-date information about the customer from the registry and a list of past requests. The average waiting time is reduced to zero and the speed and accuracy of the agent’s answer has also improved, offering the user a customer experience of superior quality.

INNOVATION farmacia 3

In parallel, Transcom has connected a new Trouble Ticketing application to the CRM system to manage communication processes with the logistics provider. Thousands of transactions are fed into the system’s report generators to highlight average handling times, unresolved issues and priority management, and to route the most difficult and delicate problems to second level operators. The application completely replaces the previous email-based management system, providing better guarantees of security, handling quality, archiving and order tracking. Our client now has stronger control and a better overview of all communication flows.

Our client was both the best liked and the best performing company on the Italian ethical market in 2013, with a 10.5% increase in NPS (Net Promoter® Score).  As this is the second year Transcom is running the company’s pharmacy customer service, we would like to think that we deserve some of the credit, because with our enthusiasm and our innovations, we always try to deliver an outstanding customer experience.