Transcom has, once again, been recognized with several prizes granted by the Contact Center Magazine in one of the most prestigious customer care galas in Spain: the Platinum Contact Center Awards.
In this seventh edition, which was held at the Goya Theater in Madrid, Transcom was awarded in the following categories for the quality services it has provided to three of its main clients:
• Best Customer Service in Banking
• Best Customer Service in Media
• Best Customer Experience Strategy
These awards acknowledge 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, awarding companies in the sector for their high degree of professionalism and highly competitive services, adapted to the needs of each client.
Juan Brun, Country Manager of Transcom Iberia, comments: “It is an honor to have received these awards. To keep the level of quality and high standards year after year is a demanding task and these awards recognize the great work done by our teams each day”.
Customer Experience is a pervasive question that extends into the world of Contact Centers. Today it is vital for services offered to satisfy the needs of increasingly attentive, demanding and ‘social’ users.
Contact Centers must therefore be seen in a broader perspective than the one used in traditional approaches. This requires companies to make an organizational effort to deepen the partnership between Client and Contact Center, as they both are dependent on technology in order to implement their shared strategy.
A Contact Center is not just a verbal communication window between companies and their customers. Today contact centers use a collaborative approach and represent new horizons of communication as cloud technology and integration of new smart components to support digital communication.
The digital innovation offered by Transcom’s Leonardo 2.0.14 project makes it possible to diversify and personalize the services provided to customers, as well as to support back-end and front office functions to deliver the best possible Customer Experience.
The challenges tackled by the project are:
- How to improve the User Experience through better use of Customer profiles and associated information?
- When to turn to customised systems and build truly tailor-made solutions around profiled customers?
These questions reveal how an in-depth knowledge of customers, based on profiling, is a basic requirement for offering personalised services to improve the customer experience in a new Smart Digital Ecosystem context.
At the end of February 2016 the CCW fair took place at Berlin’s Estrel Convention Center. The CCW is Europe’s leading industry event for call center management as it offers a unique combination of conference and trade fair. This year’s 18th edition attracted over 7,800 visitors including board members and decision makers of in-house call centers, service providers and call center subcontractors.
Almost 270 international exhibitors from 50 different countries were present at the trade show. Transcom had a large exhibition area, well-positioned among other service providers and global peers.
Our participation supported Transcom’s position as global customer experience specialist. Our expert team was made up of local and regional leading management functions. Roberto Boggio, General Manager of the newly formed Continental Europe Region and Johan Eriksson, President and CEO of Transcom, joined the event.
Their presence emphasizes the importance of the German market and its expected growth potential.
To highlight our position as the leading provider of near-shoring services for the German market, Dirk Werner, Nearshore German Market Manager, was spokesperson for prospects interested in Transcom’s near-shoring services. Aside from current clients and business partners, many prospects were seeking out our stand to gather information on how Transcom can add value to their business and to explore future collaboration options.
Overall, CCW 2016 was a successful event for Transcom in terms of business development and demonstrating our global expertise and capabilities to the German market.
In November 2015, I was honored to participate in the event organized by the Spanish Association of Quality (AEC) at the Quality World Day 2015, celebrated in Madrid. It was inaugurated by the General Secretary of Industry, the President of the AEC and the CEO of AENOR as well as the King and Queen of Spain as the Presidents of Honor.
The AEC brought together more than 500 executives from large national and multinational companies and share visions, approaches and inspiring experiences in the field of quality. This sum demonstrates the greatness of this discipline and its contribution not only in positioning, growth and sustainability businesses, but as a driver of innovation and transformation in all kind of markets and industries.
Being a part of Transcom, I wanted to reflect the importance and desirability of working within a Total Quality Management System and incorporating it into a framework where quality methodologies and best practice models with their tools, principles and concepts help deploy a culture of quality, focus on results and continuous improvement throughout the value chain of the company. I didn’t want to forget the new paradigm of customer experience and complementary framework which we are successfully applying in our company.
Through “Delivering Experiences from Quality” title of my presentation, I tried to demonstrate my full conviction that quality has been, is and will be the key to identifying, understanding, managing, achieving and exceeding the expectations of stakeholders, especially those of customers.
During the ceremony, the new AEC Quality Community and the Quality Leader Award in 2015 were also introduced. You can find more information about the event here.
Cristina Martínez, Business Support & Quality Director Transcom Iberia
Siva Subramaniam, General Manager of Transcom’s English-speaking markets & APAC region, was featured in the May 2016 issue of The CEO Magazine.
“As Siva Subramanian explains, Transcom is world-leading in customer experience, so it’s no surprise that it puts people first; be they clients or employees.”
In the article, Siva describes some of the programs and incentives that Transcom offers its employees.
“You cannot stop them being poached,” Siva explains, “but we take care of our employees, and if we lose them to competition, then shame on us! We focus a lot on our employees and, in fact, 90 per cent of my time is spent making sure my employees are happy. The thought process is that if they are happy, they are going to make the customers, the clients, and the shareholders happy.”
The article is available for download here.
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.
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.
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.