My Transcom Experience

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Author: Annica Strahner

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Leading the way in Customer Experience

This year Transcom celebrates 20 years in business. Since we opened our first site in Karlskoga, Sweden in 1995, the company has grown from a single-country, single client operation into a global customer care specialist with operations in 23 countries, employing 30 000 people, serving more than 400 clients. But during these years the global customer care industry has undergone tremendous changes as well, driven by new technology and shifting consumer behavior.

To meet the these challenges, we rely on our people who patiently listen and share their knowledge to our client’s customers day after day, via traditional voice and multichannel solutions.

In our new corporate video, these special people are the core that makes it possible for Transcom to lead the way in customer experience.

 

Author: Monica Llagostera

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Trends and expectations in customer care in 2015

While change and evolution are part of our DNA as a species, there is no doubt that in recent years we have witnessed a rapid acceleration of the pace at which these changes are happening.

Access to technology and to knowledge is spreading so rapidly that users are now more interconnected and are taking better decisions based on the available information. Therefore  customers have more impact on the success of any product or company.

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Furthermore, they are aware of this new equilibrium in which they play a leading role and this “consciousness” makes our public increasingly demanding and their expectations, higher:

Attention and response times: Once the user is connected all the time (via smartphone, tablet, etc), his or her concept of ”reasonable waiting time” has changed and shortened. Users understand that companies must adapt to them and not vice versa. The customer expects extended care times to be available 24/7 and, at the same time, shorter response times consistent with the effort he is willing to make to solve queries about a product or service.

Accuracy of the service: The customer is willing to share a lot of information with companies as long as the use of it means more customized offers and services, otherwise he will not waste his time.

Consistency and omnichannel: If a company offers its users a wide range of contact channels, the customer will feel free to choose the one that best suits his purpose, but will hardly accept that the company does not have the ability to know about all his  interactions and act accordingly, and he will wait for the same answer regardless of the access channel.

Proactive knowledge: Customers are assuming that companies are investing in order to know their needs and preferences. Thus, they will assume that any of the suppliers will monitor what is said of their company and its services with the intention of improving and, if necessary, the company will proactively respond even when a corporate channel has not been specifically used

To live up to these high expectations, companies must pay attention to consumer trends, anticipate them, and be able to adapt.

Some of the trends we have been watching during 2014 and that we expect to be even stronger in 2015 are the following.

- Mobile Connectivity: Internet access through mobile devices has already exceeded access from computers. Furthermore, the use of mobile applications has increased by 74% during 2014, the “Life-style and Shopping category” being the fastest-growing one, with 174%. This means that we must focus especially on improving the experience of the mobile customer.
But the impact of mobile technology goes far beyond. From the weareables, to mobile payments, the increase of installed sensors in homes and in shops, and the data analysis that they all will generate, represent a unique opportunity to deepen our knowledge of users, trends, and to get “insights” that will allow us to improve our offer by adapting it to the real demand.

- Real-time analysis: Never before have companies  been able to collect so much information. However, the raw data are not enough. Correct analysis of data and the right speed in processing them are essential to better understand consumer trends and  therefore being able  to improve the customer experience and consequently, increase sales and gain a competitive advantage.

Content Production and customer self-service: All this knowledge that companies have nowadays, can, and should, revert directly to a better customer service. It becomes imperative to know your customer’s needs and doubts and anticipate them, creating content that can be easily accessed by users, which will give them greater autonomy, while improving the customer experience and helping reduce the cost of calls or contacts through other channels.

It would be a terrible mistake to ignore this reality in which we are moving and that directly shows us the right path. That is why Transcom is working closely with our clients to help them develop strategies and processes together that help them to get the most of the information we obtain through improving the experience we deliver in each of our services.

Author: Matteo Ferrari

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Transcom expands in Eastern Europe and opens new contact center in Serbia

Many of the world’s best-known companies have recognized the economic potential of Serbia, including Transcom, having recently opened a new contact center in Belgrade. Thanks to its geographical position at the crossroads of Eastern and Western Europe, Serbia is often referred to as the continent’s gateway and this strategic location makes it an excellent country in which to invest.

The new Belgrade site – situated in the city center district of Vracar – was officially opened in the summer of 2014.  The inauguration represents a further step forward for Transcom’s geographical expansion in Eastern Europe, as this area is a key component in the Central & South Region’s growth strategy.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

The new Belgrade Customer Experience Center, with a capacity of over 180 workstations, will initially provide near shore services, mainly for the German market.  But because of the high rate of multilingualism which is a distinctive feature of the Serbian capital, they will shortly be joined by other cost effective services in the main European languages, particularly English, which is very widely spoken, as well as in Italian, French and Spanish.

INTERNATIONAL Belgrado02

As of today, the contact center provides customer services for an important German internet and media company and a prestigious Luxembourg-based bank .

The site went operational in August 2014 with the delivery of French-language services for the Luxembourg bank. The opening ceremony was attended by Transcom management and the entire Serbian project team, who celebrated our important partnership together with the Client. The ceremony was brought to a close, as usual, by a toast and the cutting of the cake prepared to mark the occasion.

Cutting the cake with the Client.

Cutting the cake with the Client.

The new Transcom site in Belgrade illustrates our commitment to finding new delivery solutions in countries that can guarantee our clients a perfect balance between costs and competitiveness. In the specific case of Serbia, the local market is not yet saturated and as a result the available workforce is low-cost but with a high level of foreign language knowledge.

Author: Alberto Martínez Bernardo

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Transcom´s quality recognized at the 2014 CRC Gold Awards in Madrid

The Customer Relation Expo is the most important meeting point in Spain for professionals and clients in the contact center and customer service industry. The edition for 2014 took place in Madrid in early October.

Over 1,800 people, representing 60 companies visited the expo and attended more than 40 seminars and activities. One highlight during the conference is the CRC Gold Awards that rewards excellence in customer service.

This time, Transcom received awards for the following two categories:

  • CRC Gold Award for Best Customer Care Outsourcer –  for the service we provide to one of the largest Spanish banks.
  • CRC Gold Special Award for Best Quality ManagementCollage Transcom CRC Gold Awards Madrid

These awards represent the recognition of the work done by our 5,500 employees in Transcom Iberia & Latam Region every day in order to deliver outstanding customer experience.

We are especially pride of receiving the CRC Gold Special Award for Best Quality Management because it recognizes Transcom’s quality and the added value we provide to our clients.

Furthermore, at the fair and at the different activities we organized, we showed the following regional video, to our clients and prospects:

Author: Juulia Jürgens

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Transcom Estonia reaches impressive end-user satisfaction result for telecom client

Customer satisfaction is very important for all companies. All feedback that we receive from our clients´end-users is individual and needs to be handled on a daily basis.

The past twelve months, the average end-user satisfaction for one of our telecom clients in Estonia has been OS 85% and FCR 75%.

Daily monitoring of end-user feedback and consistent training of our agents have given us these high results. Every feedback (positive and negative) has been analyzed and linked and assigned to a specific agent.

Customer service training, ongoing and regular feedback from team leaders to agents and different competitions have contributed to the good result as well. Intense cooperation with our client also helps us solve the end-user’s questions quickly.

On the client’s Intranet we share end-user praises with our agents. This has proven to be a very good incitement to motivated agents as everyone wants to get positive feedback that is publicly recognized.

At Transcom Estonia, we are proud to have end-users that are very satisfied with our customer care services.  In 2015, we will try to achieve even higher results.

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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.