My Transcom Experience

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Author: Åsrun Pedersen

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Transcom Norway wins prestigious customer service award

 

Northern Europe’s largest customer care conference is held in Norway every spring. It is an annual event for managers and other decision makers within Customer Care Industry.

During the conference, the winners of one of the most prestigious awards based on a very comprehensive qualitative survey are announced as well. The survey is based on a number of observers pretending to be customers (mystery callers), who contacts a wide range of Contact Centers. The “mystery callers” then rate the service in various criteria as for example; general information, reception and welcome, clarification and counseling, closing and overall impression.

Transcom Norway won the best customer service award in both the mobile industry and the broadband industry. Out of 108 Contact Centers were we also voted the best Contact Center in Norway. The Customer Price “Best in Test” has a high star in the industry, and is the only test of selected service centers in Norway where it is awarded a winner regardless of class.

With this, Transcom Norway reached the high goals we set for 2015. Through hard work from many dedicated persons, we won the award for Best Contact Center 2015. And this qualifies for a high-end celebration. Our client invited us all to a gala evening with James Bond theme.

We were met with champagne and live music. Everybody dressed up in evening gowns and tuxedos, the welcoming area was decorated with gold and glitter, and of course a large cardboard of James Bond. The dinner area was filled with lights and music when we walked in on the red carpet and made us all feel like stars.

Both the Awards and the gala evening gave us a memory for life. And Transcom Norway is now ready to take on new goals. The sky’s the limit!

Customer Service Award Transcom Norway_Collage

Author: Isabel Sánchez-Lozano

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Transcom Spain awarded at the Platinum Contact Center Awards 2015

 

Once again, Transcom has been awarded in one of the most prestigious customer care events in Spain: the Platinum Contact Center Awards, which are organized by the Contact Center Magazine every year.

Platinum Contact Center Awards

In the sixth edition that was held at Teatro Real in Madrid in end of June, Transcom was awarded in the following categories for the quality services we have provided to three of our major clients:

  • Best Customer Service in Banking
  • Best Customer Service in Telecommunications
  • Best Customer Experience Strategy

These awards acknowledge the best practices of companies in this sector that offer competitive solutions focused on the business goals of their clients. They also appreciate and honor companies, which, with their constant renewal, are committed to the professionalization and development of the customer care sector.

As Regional General Manager of Transcom Iberia and Latam, it’s a great satisfaction for us to  win these awards:

“Being the best in such demanding sectors as telecommunications and banking represent a reward to the efforts of our team. Besides, the award for Best Customer Experience Strategy show that we are achieving our goal of being a leader in customer experience, placing the client at the center of our business

Spain Platinum Contact Center Awards 2015

The best customer experience for Italian business travelers starts in Tunis

Early this year, Transcom Tunis officially launched a new customer care service for one of Italy’s biggest travel companies.  As partner and founding member of a worldwide network that unites the best travel management companies in 80 countries, this new client decided to form a strategic partnership with Transcom in order to ensure the best possible customer experience for its customers.

SALES Cisalpina article

To prepare for this important start up, the dedicated Transcom project team focused in maximizing service quality in a structural and coordinated way. A group of specialized resources was recruited and coordinated by a team of managers who constantly monitor service quality and take action at various levels to increase customer satisfaction, improve service provision and efficiency, and fine tune the management of corporate processes.

Work got underway with an initial group of 15 agents. The talents selected for the project are passionate about their work and have demonstrated great professionalism and excellent performance throughout their training, right from the very first day. A carefully designed three-month training program contributed to creating a relationship based on the maximum possible collaboration and interaction among team members, trainers and project managers, making it easier to learn during training and to overcome all the difficulties and critical issues every start-up encounters.

The dedicated project team during training.

The dedicated project team during training.

We are extremely satisfied with the trustworthy relationship and collaboration we have established with our client at this initial stage. We have laid the best possible foundations for a long-term partnership that will turn out to be highly profitable for everyone involved, not least all the Italian business travelers who will receive the best possible customer care, provided by Transcom Tunis.

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.

Transcom_12_BW

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.