My Transcom Experience

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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.

OPERATIONS video tutorial_Nav_Screen

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.

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…