My Transcom Experience

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Author: massimiliano macchia

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Transcom selected to provide customer assistance for the new famil.care service

Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their everyday needs, and provide assistance in an emergency.

Why was the service created? According to a Doxa survey commissioned by famil.care, about 19 million people in Italy receive daily assistance from their families: 13.4 million over 65s (a figure that is expected to reach 22 million in 2050) and 5.2 million children from 7 to 15 years old. About 15 million people (mainly women between the ages of 45 and 50) provide daily assistance for family members. These caregivers share their time between home and work, trying to get on with their own lives while taking care of their loved ones.

What is the new famil.care platform? It’s an app that offers a very simple way to make sure loved ones are safe and sound at all times, even at a remote location, and to receive alerts if ageing parents or children find themselves in difficulty. All interactions and checks are channeled through the family’s smartphones, which are connected to a simple, discrete device that the elderly person or child wears at all times, with an emergency button for them to press if they need help.

SALES image famil care

The famil.care service is already available in Italy, the UK, Germany and France. Transcom has been selected to provide the multilingual customer service to support famil.care users from the company’s Milan site. The service is managed over both voice and chat channels, with an integrated approach that uses a specially designed solution developed in its entirety by Transcom. While clearly technology-intensive, the service is harmonized by the human relationship established with specialist operators.

Every customer service project is special for the Transcom people who provide it, but when it comes to healthcare, as in this case, the human factor becomes even more important and the focus on quality is paramount across the entire team.

Transcom Italia launches gamification project to increase service quality and improve user experience

Gamification is the application of game logic and mechanisms to other fields, for the purpose of engaging with people and conveying specific messages to them in an efficient and agreeable way.

In an ongoing quest for innovative tools to improve Customer Experience, Transcom Italia has developed “Transcom Champs”, a Gamification project focused on improving quality, efficiency and performance in all the customer care, technical/commercial assistance, upselling and cross selling activities that Transcom manages for its clients.

Transcom Champs is a browser game designed to train new recruits, test their skills and improve performance through a series of challenges that take the form of timed quizzes. The inclusion of specific gamification components makes this software a real game and not just a questionnaire. It features alliances, challenges, teams, tournaments, trophies and a points system, which engage with personnel on an emotional level, stimulating their competitive spirit and their ambition to achieve and obtain recognition for excellent operating results.

The challenges are based on the KPIs (Key Performance Indicators) defined by Transcom clients, as well as in the areas of technical skills, operating procedures and the soft skills typically required in customer care. The tool has proven to be particularly effective at quickly identifying the areas of improvement for each team or individual, so that actions can be implemented quickly in order to close any gaps.

In May, Transcom launched a pilot for front-end personnel working on two important client accounts in the telecommunications and financial services sectors in Italy. Right from the start, all the employees involved showed an incredible level of enthusiasm. Many of them even accessed the web platform from home or by using their mobile devices, so they could repeat the challenge and try to earn their way to the top of the rankings.

Immagine Gamification

Beyond improving operating efficiency, the new Transcom Champs platform improves both workers’ satisfaction and their commitment, which translates into top notch service for users.

The browser game can be fully customized according to specific needs and priorities, making it possible to:

  • Improve performance in terms of effectiveness and quality
  • Increase up- and cross selling volumes
  • Increase the level of specialization and expertise in systems, processes, procedures and communication skills
  • Improve employees’ attitude to the company and their work
  • Increase motivation
  • Increase employees’ loyalty to the company

Playing it cool in the connected world

The latest Whirlpool refrigerator is far more than just a humble cold cabinet. It’s a smart device. So when the connection fails, and the frustrated customer starts calling, a Transcom customer service agent is there to help them – and their fridges – keep their cool.

Transcom became a strategic Whirlpool partner in 2014, when the global white goods giant acquired a controlling stake in Italian household appliance group Indesit. Transcom had provided Indesit with customer contact services since 2007: a coopera­tion that began with five European countries and quickly grew to cover 12. Today Transcom provides customer assistance services for Whirlpool in some 20 countries throughout EMEA, in 28 different languages. And there seems to be a great demand for these services. In EMEA alone, Transcom’s agents receive a staggering 10 million e-mails and calls from Whirlpool’s customers every year: or 30,000 a day.

In the first year of its partnership with Transcom, Whirlpool’s operating costs were optimized, mainly thanks to Whirlpool being able to whittle down the number of providers to just one thanks to Transcom’s multi-language services, located in just four contact centers. “This means I just have one number to call and one person to speak to if I have a problem now. It makes life so easy,” says Stefano Ballerini, Customer Service Manager EMEA at Whirlpool.

Whirlpool photo per articolo

“For every day that goes by, domestic appliances are getting smarter and smarter,” explains Ballerini “and they require a whole new level of customer service. The agents need to know everything about internet connections, routers and so forth to be able to deal effectively with this kind of reality,” he says, adding that, already today, his company relies a great deal on the Transcom agents’ knowledge to avoid real-life technician intervention and still keep Whirlpool’s customers happy and satisfied.

“Although the cost-savings are of course of great importance to the cooperation between Whirlpool and Transcom working so well, it is particularly Transcom’s flexibility, responsiveness and loyalty that I appreciate”, adds Ballerini. “When you walk into the customer assistance services center in Budapest, you feel like you’re in a Whirlpool center. Everything is Whirlpool branded and everyone is talking Whirlpool – to the point, in fact, that we gave the Transcom agents the same Christmas gifts we gave our own staff, because they really feel part of our team.”

“We are true partners,” Ballerini says. “We work together, we fight together and we always come out with a joint decision. This is so, so important.”

This is an abbreviated version of an article that appeared in the latest issue of the Hello Transcom magazine, written by Louise Nordström.

To read the complete article, please download the Hello Transcom magazine here.

Transcom Italia wins Customer Relationship Management Award

Process innovation increases customer satisfaction and improves the operating efficiency of Lastminute.com services

Transcom Italia has been assigned the 2016 best Customer Relationship Management award by a panel of experts from the CMMC Club, the association for companies and service providers working in the client relations supply chain. For CMMC, the award is a way to promote businesses that stand out, in a particularly complicated period for the sector, for the excellence of the initiatives put in place to improve their organization, in terms of both financial results and the internal climate among associates, by developing partnership relationships and innovating customer relationship processes.

The reasons for the award

In 2016, Transcom identified several areas for optimization in the customer assistance processes of leading online travel operator Lastminute.com, for which it has been managing customer care activities since 2015, in a dozen or so languages. In partnership with Datachronic, a company that specializes in Robotic Process Automation (RPA) solutions to improve the efficiency of corporate procedures, Transcom has introduced several process automation measures for Lastminute.com services. A new web platform has been developed to automatically dispatch back office activities to the first agent available on the basis of the Client’s real priorities. The dispatching platform includes an integrated, user friendly web interface that provides real time checking of all the fields entered manually by the operator. In practice, it acts as an “Automatic Checker” for booking data, guaranteeing that the Lastminute.com system is aligned with airline websites, for example, across all stages in the booking process. If any discrepancies are detected, the system suggests corrections.

Last September, Lastminute.com also decided to introduce the “Transcom Quality Centre”, a system that collects and classifies all quality monitoring results to analyze the points of strength and areas for improvement of each project, team or individual operator. This proprietary Transcom solution provides a quick way to introduce continuous improvement measures, which are essential in such a dynamic and constantly evolving sector.

“All these Transcom’s initiatives have delivered tangible results, with even higher levels of customer satisfaction, more efficient contact management and reduced operating costs,” said Lastminute.com group Operations Manager Giorgio Bonafini. This award truly crowns our partnership.”

“We are extremely proud of this award and I would like to thank my team, our client Lastminute.com and Datachronic for their contributions to obtaining this acknowledgement,” said Transcom General Manager for Central and Southern Europe Gianluca Gemma. “At a time when there is much talk about technological innovation, virtualization and robotics applied to customer relations, we are convinced that operating efficiency can also be achieved through process innovation, by studying solutions to make the human relationship with end users more effective and improve the quality of our agents’ work.”

 

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

 

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.

Transcom improves travel and leisure experience for a leading operator’s customers

In May 2015, one of the world’s largest travel operators became our client. The company, which operates exclusively online, offering leisure solutions and ideas to millions of users worldwide, has a significant presence today in Europe and particularly in the United Kingdom, Germany, Spain and France. In this framework, Transcom acts as a strategic partner, providing efficient multilingual, multichannel assistance services and managing customer service activities on the European market.

Leisure Day

Our client offers a huge range of travel services on its website (hotels, flights, holidays, car hire, cruises), with an entire section devoted to the leisure offering, featuring special theme packages in the areas of sport and adventure, events, concerts, wellness packages, original gift ideas, tickets for football matches and much more.

The customer service activities entrusted to Transcom’s multilingual team cover the entire range of services and aim to ensure that users receive the best possible travel and leisure experience.

SALES collage leisure

The most important requirement expressed by the client was to combine high quality multilingual services with a competitive price model. The solution proposed by Transcom fully satisfies this expectation and today provides quality at the highest level and the best possible customer experience in various languages out of two different operating centers: Budapest and Tunisia.

Transcom’s presence in so many different areas of the world and the consolidated experience it has accumulated in the travel sector underpin the success of the partnership and open up possibilities for further collaboration outside Europe.