My Transcom Experience

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Author: Tanja Lohrmann

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A cross-country coaching project raises the level of customer satisfaction reported in multilingual contact centers

Transcom is a multinational company with a major global presence and offices in 21 countries on five continents. We offer customer care, sales and technical assistance services in 33 languages.  In Europe, we have several specialist multilingual hubs, including in Budapest, Gdansk, Olsztyn, Belgrade and Riga. Each and every day, our highly qualified customer experience professionals make every effort to create the best possible contact experience for users of every nationality. But to put customers at ease and make them feel that they are fully understood, language fluency is not enough on its own.

It is equally essential to be empathetic and able to interact using the most appropriate idioms and the most effective interpersonal approach, which depends exclusively on the cultural background in each individual country. To develop this knowledge and these skills, we can draw on Transcom’s extensive global presence. We have therefore organized cross-country coaching sessions, inviting expert native speakers to teach multilingual hub teams about the cultural peculiarities of the countries in which users live, in such a way that their contact experience is an even more enjoyable one.

Last summer, for example, we organized a collaboration project between the Rostock (Germany) and Riga (Latvia) sites to help the Riga team improve the level of customer satisfaction. The contact center in Riga provides customer care services in many languages, including German, for an important European bank. The German team in Riga has excellent language skills, but despite this, the customer satisfaction levels measured did not fully meet the standards set by the client. Transcom implemented a fast and effective solution: it was decided to send an expert team leader who is a native German speaker from Rostock to Riga to work alongside the German language team.

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Sascha is the German team leader who flew to Riga to coach the Latvian team

An in-depth quality analysis was performed by listening to calls, revealing some areas for improvement in terms of the language conventions used by various operators during conversations with German customers.

The German team leader worked in close contact with his Latvian colleagues to fill these gaps. He trained the agents involved during special classroom workshops and worked alongside them one by one during calls. At the end of the coaching sessions, a list of “dos and don’ts” when dealing with German customers was prepared and shared with the entire team. As a result of the coaching activities, the Latvian team gained greater sensitivity and awareness about certain cultural peculiarities typical of customers with a German background, e.g. finding the right balance between expressions of courtesy and active listening signals. The reasons for the call are now clearly summarized at the outset to avoid misunderstandings. In addition, effective phrases and formulations have been developed to manage more complex interactions that might evolve into an escalation.

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The team leaders (on the left) and some of the operators who took part in the Riga coaching project

The collaboration between the Rostock and Riga sites will continue in the future. This brief cross-country coaching project has already brought huge benefits to all the subjects involved, and first and foremost to our customers. We work incessantly to improve our services and the customer experience we offer. Our huge global network of contact centers allows us to share knowledge and experiences that help our clients improve their business results.

Author: Stefan Pettersson

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Having customer focus

Ensuring that Transcom is bolstering its customer experience is a top priority for Cheryll Aganda.
Moving from the warm tropical Philippines to the freezing temperatures in Sweden may seem like an odd choice for some. But for Cheryll Aganda, it was an inspiring opportunity. In November 2015, Cheryll Aganda moved to Stockholm and started her job as global operational development director at the Stockholm head office. Her main focus is process standardization and optimization, while still supporting efforts to strengthen Transcom’s value proposition within Customer Experience.

“I am both happy and challenged in my new role, because I see this as a fundamental platform for bringing the regions together – not only to share best practices, but also to collaborate and influence positive changes on the customer and employee experience.”

In the Philippines, Cheryll Aganda worked as senior director for Customer Experience Management. She feels that the years she spent with the Asia Leadership team allowed her to grow both personally and professionally.

“The topic of Customer Experience is often considered as one of the primary selling points of our business. But I believe that at Transcom, we have taken significant steps to ensure that we fully execute on this value proposition.”

So, what are the biggest differences between the Philippines and Sweden? “The weather and the darkness. I arrived in November and the sun sets already in the early afternoon! But I am beginning to adapt to these changes.”

Article originally published in the Hello Transcom magazine. Text: Malin Larshammar Photo: Jennifer Glans
Author: Philip Sköld

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Innovation in all channels

The rapid digital transformation affects all industries. With more products and more complex services, the demands are increasing for a flexible customer service that can serve all channels on the customer’s terms. At the same time, the customer experience itself has become an increasingly important way for companies to differentiate from the competition.

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More and more customer interactions take place in digital channels. Digitalization is leading us into a new phase where customer service and the customer experience become even more important. This shift is happening quickly. One fourth of Transcom’s turnover is related to non-voice activities, and that number will only increase. We serve customers regardless of channel. And the customer has to have the same great experience, irrespective of whether it is over the phone, chat, email or some other channel.

Transcom is working actively toghether with our clients to come up with new innovations, like implementing smarter technical solutions or simplifying and speeding up processes while also educating and developing our staff. I invite you to read more about the solutions we are developing with our clients in the Hello Transcom magazine.

Author: Alberto Martínez Bernardo

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Transcom Spain awarded at the Platinum Contact Center Award 2016

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

Awards

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”.

How personalized services can improve the customer experience in a new Smart Digital Ecosystem

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.

INNOVATION

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?

.ENG INNOVATION profiling

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.

Author: Tanja Lohrmann

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Transcom demonstrates its global expertise to the German market

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.

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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.

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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.DSCN3330   DSCN3303

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.

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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.