My Transcom Experience

Posts with tag "customer satisfaction" RSS

Author: Philip Sköld

Tags: , ,

Transcom’s Virtual Agent solutions

As a specialist in customer experience, Transcom is constantly looking for new ways to help our clients improve customer satisfaction and increase loyalty. One of the key elements in doing so is to reduce the effort for a customer seeking support. Transcom has now made it even easier for our clients to complement their customer service team with virtual agents by developing tailored solutions. We do this by providing process advice, project management, implementation, operations handling and maintenance, partnering with some of the most distinguished technology providers in the space.

Rapid advances in artificial intelligence (AI) offer an exciting opportunity to take customer service and experience to the next level. Virtual agents are already working side-by-side with human agents, introducing new capabilities, increased flexibility, and more efficient contact handling. And these solutions will improve further with the growing maturity of machine learning and natural language processing.

Deployment of virtual agents in contact centers brings major benefits. Virtual Customer Assistant (VCA), today typically implemented as chat bots, provides autonomous support to your customers in selected channels across selected topics. The VCA’s will most likely migrate into voice channels, as well as reactively or proactively providing customers with relevant information using machine learning and predictive analytics, as the technology matures. Giving fast and easy access to the correct information will facilitate for customers seeking for answers on your website – which is often the customer’s first choice in seeking advice or help.

Virtual Agent Assistant (VAA) can help human agents extract the most relevant information from the knowledge base and proposes answers leading to an optimal outcome, allowing them to focus on quality in high value interactions and eliminate human errors in more transactional requests.

Giving the customer an effortless experience by clever deployment of virtual agents can have a huge effect on loyalty. Positive effects range from more flexible opening hours and lower response times, to more customized responses based on better leveraging of customer data and contextual information. However, companies deploying virtual agents typically experience several challenges. Lack of clarity and direction in the digital transformation agenda, uncertainty as to where and how to deploy, and concerns about the impact on brand reputation can potentially delay implementation and limit the benefits. To help overcome these challenges, Transcom provides solution tailored to the customer service environment and your specific needs. You can read more about our offering here, or contact us directly on virtualagents@transcom.com

The Internet of Things changes the dynamics of the Customer Experience

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead. Hotel room doors you open with your smartphone, without needing to collect the key from front desk.

INNOVATION IoT auto

All market analysts and observers are forecasting exponential growth for the Internet of Things. Intel has analyzed the IoT scenario, reporting that 15 billion objects were connected to the internet in 2015 and estimating that this figure will reach 200 billion devices in 2020.

We are therefore witnessing the birth of a new frontier for the interconnection between people’s physical lives and digital worlds. It isn’t hard to imagine that the Internet of Things will have a strong and lasting impact on various industrial sectors, as well as on our everyday lives. This connectivity looks set to change the operating model applied by contact centers and revolutionize forever what is increasingly a digital customer experience.

A new model of customer care

If this trend continues, there will be a revolution in customer care activities too in the years ahead. With the Leonardo 2.0.14 innovation lab, Transcom is setting its sights on the future, by analyzing opportunities and empowering technology to create advanced contact center solutions and perfect the customer experience in the era of the Internet of Things.

As an example, the research lab is now focusing its attention on the new devices we can use to connect with contact centers. The telephone is no longer the only contact channel, but also cars, refrigerators, televisions, alarm clocks, shoes, keys, the washing machine… Another area of analysis is the transition from classic customer care to “proactive” assistance, in which smart objects use the data they continuously share to notify operating malfunctions by themselves and trigger operator calls to the owner. If our shoes realize we’re running too much for our profile, the contact center makes a proactive call to tell us to take a break. If the alarm rings early because there’s heavy traffic, we can activate the contact center to book a taxi, which calls us back on our mobile phone. If the washing machine breaks down, it can activate a call to the technical assistance service, which performs tests and then calls us back to help troubleshoot the issue. If our car moves but we aren’t in it, the contact center warns us, helps us activate the alarm systems and provides support.

The customer care operator can therefore display all pertinent information about the product requiring support, analyzing it and providing remote assistance like a doctor reading a patient’s clinical records. Likewise, the operator can display the geographical location of the customer or productin such a way as to provide logistics and delivery support, as well as the time and place of arrival of the customer and the product/service at their destination. Last, but by no means least, the operator will also have access to information about the customer’s preferences and habits, and so be able to offer targeted product/service support that is aligned with expectations and areas of interest.

All told, the Internet of Things really does seem to be one of the most important and promising of recent developments, increasing the quality of life for all of us in ways that are hard to predict.

LeonarDo @ work – Transcom pilot projects to improve Customer Experience

In recent years, continuous transformation, evolving technology and huge social media growth have exponentially increased customers’ influence over your brand and radically modified the way that companies do business.

Recently, “Customer Experience” has been defined as “how your customers perceive their interactions with your company as a whole” (cit. Manning and Bodyne). This means that the customer experience is determined by each of the touch-points through which the customer interacts with the company.

Interactions with the products and services on offer aren’t the only factors contributing to the customer experience, which also include contact with the website, the contact center operator, brand image and advertising, social media conversations, information brochures, etc.

Customers judge their experience by assessing their interactions with the company based on three parameters:

Meets needs;
Easy, i.e. how easy it is to buy a product, use a service and obtain technical and commercial assistance;
Enjoyable or engaging, i.e. the emotional and rational response to the customer experience.

INNOVATION piramide Forrester ok

Transcom has launched a series of projects to strengthen the Customer Experience across the entire customer journey, with a special focus on all touch-points and in particular on Multimodality and Analytics.

Multimodal interaction allows customers to access services directly from their smartphones and tablets, using a highly evolved interface that fully exploits the device’s advanced functions (camera, data connection, payments, etc.). This translates into:

Simpler user/system interaction through a mobile interface;
Concurrent transmission and reception of data and   documentation;
Data entry on device (tax code, credit card number, etc.);
Transfer from chat to voice or video call.

Transcom Customer Care Channels

In addition, using advanced data analytics tools, Transcom has launched a project to analyze the interactions between the company and its customers in a detailed and structured way, including their behavior and preferences, in order to improve the quality of the service provided and how it’s perceived by the customer.

Here are some examples of the analytics projects under development to support our Clients:

Customer Journey analysis, Net Promoter Score (NPS)   identification and monitoring;
Advanced customer behavior analysis (heavy detractors,   detractors, neutral, promoters,…) to identify ways to maximize   satisfaction;
User profiling and customer experience personalization;
Predictive analysis to assess the customer’s needs in advance.

 

Analytics: decision tree

Analytics: decision tree

These are just some of the pilot projects developed at our LeonarDo research center in L’Aquila, where a team of experts began to work a few months ago by fully exploiting the huge potential offered by new technology.

Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider

Our client, a lifestyle fashion company that offers an engaging and personalized shopping experience to over 35 million members worldwide through its portfolio of brands, was looking for a new partnership for enabling a multi-lingual customer service in a fast growing environment. In 2014, Transcom was selected as the new strategic partner to support the client’s European multi-channel and multi-lingual inbound customer service operations.

Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider_1

All our client’s customers become part of a membership program and member service is setup as an integral and essential part of their business strategy to provide a seamless member experience, which ultimately leads to business growth. Professional management of order inquiries, returns & exchanges, billing inquiries and retention activities are the key objectives in this strategic partnership. After an initial 6-months pilot phase, we have now agreed and signed a two year contract.
Transcom operates worldwide through 54 contact center across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals.

A stable customer satisfaction level in the transition phase and clear improvements of customer experience (proven by KPI development) after full transition have shown that Transcom’s proposed solution meets exactly the clients requirements. Now the customer service organization is perfectly prepared for further growth scenarios for different languages and European markets.

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.

Grand slam for Transcom Netherlands in client’s global customer service award

For a valuable client in the logistics market, Transcom Netherlands received two awards in the “2014 Global Customer Service Competition”. The award was announced March 25 during a yearly review with all the client’s inhouse sites and vendors. In total, 26 sites where in the race for prestigious prices based on sales leads, business balanced scorecard performance and customer experience.

First we won the second price in the balance scorecard competition. For this competition they measure Service Level Adherence, Line adherence, Quality, AHT, Attrition, Sales and Forecast accuracy. All relevant KPIs are included and that’s why we can make the conclusion that Transcom Groningen was the second best site in 2014. This is a great recognition for all the good work we have done in all areas.

award

We also won the award of being third in the Sales Leads competition. This category is about the total number of sales leads that our agents have created related to the total number of handled calls. For the client these sales are of the highest priority. This is because these activities extend their customer base and generate constant growth of their package volumes and thus revenue.

award2

I am very proud of these awards and recognition of the hard work done and thank the entire management team and all the employees that have contributed to this success. I am convinced that this year we will do our utmost to be in the position to win an award again and to show Transcom’s additional value to our client.

Besides this, we would like to congratulate our colleagues from Transom Lithuania who won the third award for Customer Experience. This category is related to the measure of Customer Satisfaction.