My Transcom Experience

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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
Author: Alberto Martínez Bernardo

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Transcom Spain awarded at the Platinum Contact Center Awards 2017

Transcom has once again been recognized with this important prize awarded by the Contact Center Magazine in one of the most prestigious customer care galas in Spain: the Platinum Contact Center Awards.

In this year’s event, which was held at the Goya Theater in Madrid, Transcom was awarded in the “Best Customer Experience in Banking” category for the high-quality services provided to one of its main clients.

TRANSCOM (2)

The awards ceremony was attended by more than 300 contact center industry executives from various sectors, and the participating Contact Center and Technology companies.

These awards recognize the excellence and know-how of companies that each year demonstrate their firm quality commitment and their efforts to develop the relationship with their customers. Companies in the sector are awarded for their high degree of professionalism and competitive services, adapted to the needs of each client.

Juan Brun, Country Manager of Transcom Iberia, said: “It is an honor having received this award once again, which reinforces our leadership position in such a demanding industry as banking. To keep the level of quality and high standards year after year is a challenging task and this award recognizes the great work done by our teams each day”.

Author: Arturo Fernandez

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Transcom’s industry-tailored CX expertise

The world of customer care is currently going through a period of radical transformation. And, like in many other areas, the drivers of change are digitalization and the ever-present ambition to always offer the best possible Customer Experience. It should however be pointed out that these developments are not affecting all product categories in exactly the same way. As a result, we have to take the distinctive features of each industrial sector into consideration when defining a successful customer care strategy. But this is by no means a new need. A specialized approach has always been necessary, but perhaps customer care now has to demonstrate that it is more dynamic and flexible, because consumers are becoming increasingly demanding and the service they receive from businesses represents a key differentiating factor, now more than ever.

Many characteristics need to be identified and calibrated for each individual sector in order to define optimum customer care processes: which services to automate and which to continue to assign to “human” operators; what mix of contact channels to provide; how and when to engage in cross-selling and retention activities during the customer’s lifecycle; what requirements to adopt in terms of service levels; without forgetting the various profiles and training needs for agents, in order to deliver the best possible customer experience. Over the years, Transcom has gained significant experience in multiple industry sectors and knows how to devise and fine-tune the most effective mix of services to support its clients as they tackle the challenges in the global marketplace.

We know, for example, that in eCommerce it is essential to offer solid, reliable customer care services to manage payments and logistics-related issues. These services must also be provided over non-voice channels, like private messaging, which is becoming increasingly important when compared to traditional channels.

In the Banking sector, which is typically less aggressive in its use of contact centers for sales, we work with our clients to transform inbound customer care services into contact opportunities to promote cross-selling and upselling.

We know how to provide exceptional first-level technical support to the manufacturers of Electronic Goods and Household Appliances and we help them reduce their warranty costs. Likewise, for our clients in the Telecommunications sector, we have equipped ourselves with mobile phone emulators so that we can provide assistance for hundreds of different devices.

Global Player

These are just a few examples of how Transcom supports its partners with industry-tailored solutions. Here at Transcom, we have always regarded this industry-specific approach as a fundamental and central part of a strategy that basically leverages two main factors:

  1. Sharing the best practices we offer our clients worldwide, through our global “One Transcom” platform;
  2. The organisation of our areas of expertise into Industry Practice Groups, with the main aim of developing a range of specific services for each sector that responds to the challenges faced by our clients.

These global initiatives, combined with the support and guidance of our clients, allow us to continue to be the Partner of Choice to manage customer care in diverse industry sectors.

Author: Cheryll Aganda

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Transcom’s value proposition

At Transcom, we take pride in our ability to deliver outstanding customer experience. Our work to continuously develop and refine our Value Proposition builds on three major elements that best describe our organizational capabilities:

1. Customer Experience Management
2. Digitalization & Multi-Channel
3. World Class Contact Center

Our Customer Experience Management efforts are heavily focused on our ability to make our partners’ and our partners’ customers’ journeys not only enjoyable but, more importantly, effortless. Within this area, Transcom delivers a number of services that are geared towards the fulfillment and delivery of an outstanding experience. All aspects of our offering are related to our ability to answer the questions: “How can we assist you at key customer touch points? And how can we make your journey to resolution as effortless as possible?”

In the Digitalization and Multi-Channel area, we offer our clients insights and recommendations on how to transform and adapt their customer care operations to the rapid growth in digital customer interactions. Together with our clients, we devise multi-channel solutions that support a seamless customer journey. We continue to increase our delivery of services via digital channels, with non-voice interactions accounting for approximately 30% of revenue in 2016.

Within the World Class Contact Center element, our work is focused on moving Transcom to the next level of service, evolving from being an outsourcing partner to becoming a true transformation partner. Our industry is changing rapidly, with live contacts becoming more and more complex. The ability to add value and offer customers proactive advice will increase in importance, and many companies will put more emphasis on upselling and cross-selling. This is putting pressure on current business models, e.g. in terms of recruitment, staff engagement, and price models. A World Class Contact Center needs to create an environment that brings together solutions, process changes and technology with people. This is why many of our initiatives in this area are  focused on people engagement, process maturity, and technology.

Value proposition

We truly believe that these three pillars all work together in adding value to our service offerings, in further enhancing our ability to deliver outstanding performance, and in building stronger relationships with our partners.

Author: Agnese Cotardo

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Improved customer experience and reduced cost through speech analytics

Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of customer behaviors, potential revenue opportunities, as well as positive and negative aspects of service interactions.

Highly effective tools exist to perform this analysis and they are extremely interesting for companies like Transcom who regard customer care as their core business. There are many opportunities to improve customer satisfaction and Net Promoter Scores (NPS) through speech analytics. For example, a search on terms with negative implications can help identify detractors or potential detractors, as well as the reasons for poor customer satisfaction.

INNOVATION image

Gartner, in its report “Getting Value From Speech Analytics in the Contact Center”, describes the most innovative aspects of a speech analytics tool:

  • Emotion detection: monitoring the words used and changes in tone of voice and volume reveals the emotional state of the customer and the operator.
  • Conversation analysis: separating the customer and operator sound tracks makes it possible to perform a detailed analysis of the progress of the conversation. Occurrences like a long pause in the conversation or speaking at the same time are flagged as potential interaction issues. Breaks in the conversation, for example, suggest that action should be taken to improve operator preparation, while speaking at the same time can point to a dissatisfied customer.

Through its LeonarDo 2.0.14 Research, Development and Consulting center and through our collaboration with third-party companies, Transcom can offer speech analytics solutions that allow our clients to:

  • Improve the Customer Experience;
  • Reduce operating costs;
  • Improve service quality;
  • Identify cross-selling and upselling opportunities;
  • Accelerate the generation of new business;
  • Reduce Customer Attrition.
Author: Stefan Pettersson

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Hello Transcom 2017

Today, we published our magazine Hello Transcom 2017, which features stories from around the company. In this issue, we focus on the effects of digitalization in our industry, and give some examples of how Transcom is responding together with our clients. You can access the magazine at the bottom of this post, or download it from here.

We recently also launched a special website, 2016.transcom.com, which replaces the traditional front section of the annual report. On this site, you will find information on our accomplishments in 2016 and focus areas going forward. We have also published our report on people & sustainability there. This year, we took an important step in further improving our sustainability reporting by publishing our first report in accordance with the GRI Standards (Core option) of the Global Reporting Initiative. We have started to report on a number of new KPIs, not least in our focus areas People Development and Equality & Diversity.