The Italian National Institute of Statistics is a public research organization that produces and communicates high-quality statistical information, analytical studies and forecasts for the community. It has a mission to develop in-depth knowledge of Italy’s environmental, economic and social dimensions at various levels of geographical detail and to assist all members of society (citizens, administrators, etc.) in their decision-making processes. The Institute is a member of the European Statistical System and works with other organizations within the international statistical system.
In 2015, Transcom was invited to submit a tender for a contract for customer care services offered to companies registered with the Institute’s business portal, who are asked from time to time to complete various surveys.
Transcom Italy has extensive experience in the Public Administration sector: for a number of years now, it has led the Temporary Association of Companies that provides services for citizens and businesses on behalf of one of Europe’s largest and most complex pension providers. This specialization has enabled Transcom and its partners to propose innovative technical and organizational solutions at a competitive price.
The inbound and outbound service for the Italian National Institute of Statistics initiated in January 2016 and involves the provision of assistance services in Italian and German over telephone, email and chat channels.
Our client, a lifestyle fashion company that offers an engaging and personalized shopping experience to over 35 million members worldwide through its portfolio of brands, was looking for a new partnership for enabling a multi-lingual customer service in a fast growing environment. In 2014, Transcom was selected as the new strategic partner to support the client’s European multi-channel and multi-lingual inbound customer service operations.
All our client’s customers become part of a membership program and member service is setup as an integral and essential part of their business strategy to provide a seamless member experience, which ultimately leads to business growth. Professional management of order inquiries, returns & exchanges, billing inquiries and retention activities are the key objectives in this strategic partnership. After an initial 6-months pilot phase, we have now agreed and signed a two year contract.
Transcom operates worldwide through 54 contact center across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals.
A stable customer satisfaction level in the transition phase and clear improvements of customer experience (proven by KPI development) after full transition have shown that Transcom’s proposed solution meets exactly the clients requirements. Now the customer service organization is perfectly prepared for further growth scenarios for different languages and European markets.
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.
When visiting our operations in the Philippines a few weeks ago, I was told an amazing story that really demonstrates the impact our people have on how customers perceive their interactions with the brands that Transcom supports.
Thanks to the outstanding experience that our colleague Jessica Valeza delivered to a customer who called the customer service line of one of our clients, Transcom is currently finalizing an outsourcing agreement with a new Australian client in the retail sector!
Jessica Valeza delivering great customer experience
The customer who spoke to Jessica was so impressed with the interaction that he immediately inquired about using Transcom as a customer care outsourcing partner for his own company. He was referred to our sales team, and we are now in the final stages of the contract process.
This is truly customer experience in action!
This month, several weeks of training, hard work, focus, concentration and learning new things came to an end with one goal in mind: Creating Oustanding Customer Experience!
During the training-period, our fantastic employees really demonstrated their potential. For the first time since the start-up of this project in the late summer, we are now testing our ability to deliver as agreed.
Monday morning at 7:30 a.m., the Quality Manager and Sales Team Leader served breakfast in the call center to get a healthy and flying start. And that was exactly what we did. During the first week, we were in full production state according to plan. Looking at what was accomplished during the week, it is clear that the training period was successful. I would also like to use this opportunity to highlight the enthusiasm, motivation and dedication shown by our Agents selected for this project – without them we wouldn’t have been able to create this success together!
From left: Daniel Frydenlund, Sonnie Førrisdahl and Erik Bilock.
As Training & Quality Manager for Norway, I must say that I’m looking forward to following up on this team and the project. I’m quite sure that the interesting approach to training and the team’s innovative thinking will yield good results leading to… Of course: Outstanding Customer Experience!
On Wednesday last week we kicked off a new project involving about 100 agents in Norway. Seven representatives from Transcom went to the client’s offices in Oslo for a workshop. During the day it became very clear that…
- Excellence and
…are the values that will help us in reaching our client’s vision, which will be revealed in an upcoming post here on our blog.
A project plan has been put in place, and the first 6-week training program will start at the end of August.
Ole Johansson, CAM (to the left) and Edin Mujanic, trainer.
We strongly believe that Oustanding Customer Experience will make this customer service unit one of the best in the Nordics! To get there, all employees have to be highly skilled. Therefore, we have selected four experienced trainers for the task, who are attending an 8-day “Train the Trainer” program at the client’s offices in Oslo.
There are high expectations on this project and we will of course keep you all posted here on My Transcom Experience!